Outreach Specialist Customer Service
Resume:
Marcellus Johnson
Jacksonville, FL *****
adua8m@r.postjobfree.com
SUMMARY OF QUALIFICATIONS:
• 6-8 SKILLS
• Excellent English written, verbal, and comprehensive communication skills
• Collaborate with interdepartmental development staff members to resolve complex issues and demonstrate excellent conflict management and resolution skills
• Accurate collection and reporting of data through various computer software applications (i.e. Word, Excel, Outlook, Power Point) and send to the appropriate entities
• Remain in accordance with and comply to laws, ethics, and policies as needed
• Ability to be a major asset and support to continuous organizational development; expanding community partnerships, ongoing professional development, and assessment of service delivery
• Demonstrate ability to work independently as well as collaborate with others and optimize time management/organizational skills
Willing to relocate: Anywhere
Work Experience
Board Member
JASMYN - Jacksonville, FL
June 2021 to Present
• Attend monthly board meetings as needed
• Provide input on ways to improve resources and services offered to JASMYN youth
• Develop solutions for fundraising, grant, and financing ideas
• Assist in the analysis of annual reports, budgeting, data collection interpretation, etc.
• Continue the promotion and maintenance of JASMYN'S mission and vision of supporting and empowering young LGBTQIA+ individuals with access to areas of need (i.e. health services, housing, education, etc.)
Academic & Career Advisor
Florida State College at Jacksonville - Jacksonville, FL May 2021 to Present
• Provide one-on-one counseling for new and current students needing advising on programs of study, class selection, departmental requirements, and campus resources.
• Assist students with selecting their appropriate academic program of study by gauging their specific long term and short terms goals as well as career plans
• Help students develop a successful roadmap as a compass for guiding them through successful enrollment and completion of courses up until graduation
• Checks in with students to ensure they are on track for graduation based on the roadmap
• Greet students with an amicable welcome and provide fast and efficient service to meet the students' current needs
• Advise special populations of students within scope of responsibility, such as new or transfer students, undeclared majors, minority groups, etc., assisting in exploration of academic programs, and focusing on academic direction, procedures, policies, and available resources.
• Maintain advising records and confidential student evaluation records
• Perform related duties as required or deemed necessary to meet the academic advising goals within designated scope of responsibility.
HIV Testing & Outreach Specialist Internship
JASMYN - Jacksonville, FL
January 2021 to May 2021
• Conducted free rapid HIV Testing, Counseling, Education, and Linkage for clients; this also entailed doing intake assessments (i.e. recent sexual activity, STI vulnerability assessment, PREP Eligibility Screening)
• Served as Lead HIV Tester during Daily Testing, The Sexual Health Clinic, Offsite Testing Events, and programming
• Performed Outreach, Marketing, and Recruitment through social media platforms and in person events; this also entailed making outreach calls to new clients interested in our services or returning clients who were due for another HIV test or needed general information
• Built strong rapport with youth and ensured that all of their service needs were met that resulted in client retention
• Worked with staff members to resolve complex issues and demonstrated excellent conflict management and communication skills
• Became familiar and remained up-to-date with agency policies, procedures, fundraising events, budgeting information, and services
• Provided referral services such as PREP linkage, PEP, and STI Testing services and worked closely with partner agencies to maximize wrap-around-service needs
• Provided Personal Cognitive Counseling (PCC) services to help support youth living with HIV
• Participated in ongoing meetings and trainings that helped improve interactions with youth including Public Health Research, Motivational Interviewing, Crisis Intervention, and Keep It Up!
• Assisted with the facilitation and coordination of other departments providing services for clients; housing, food pantry, transportation, resource guides, and community referral lists
• Accurately collected and reported data collection of priority populations (mainly MSM) through computer software (i.e. Word, Excel, Power Point, Oracle, Google Docs, and Client Track) and sent to the appropriate entities
• Complied and Remained in accordance with HIPAA laws, ethics, and policies (i.e. PHI and PII) as needed Peer Mentor Coordinator/Student Engagement
Florida State College at Jacksonville - Jacksonville, FL April 2019 to May 2021
• Act as liaison between several departments including Career Development, Academic Coaching, and Student Support
• Greet students with an amicable welcome and provide fast and efficient service to meet the students' current needs
• Ascertain the reason(s) for students’ visit and connect them with the appropriate department for assistance with academics, resume building, interview skills, accommodations, and occupational assessments
• Perform administrative tasks such as scanning, printing, copying and filing student documents for invoice and record keeping
• Collaborate with colleagues to stay up to date with relevant information regarding changes in state, federal and local statutes
• Provide students with Financial Aid and Student Loan information including census dates, deadlines, and documentation requirements
• Work closely with various departments to formulate effective planning for students needing academic mentoring, resources, and other accommodation
Provider Service Advocate II
Novitas Solutions - Jacksonville, FL
August 2014 to March 2019
• Responded to both telephone and written inquiries from the Medicare Part B Provider community including billing offices, medical facilities, and provider organizations in a timely manner
• Reviewed local and national Medicare coverage policies to ascertain the reason(s) for claim denials, rejections and/or reductions
• Referred providers to the company website to review educational tools and resources to better assist them in understanding Medicare guidelines
• Conducted research on appeals, enrollment status, financial information from CMS accounting system, self-service tools, automated system issues, and claim detail information
• Engaged in customer-friendly dialogue and de-escalated customer problems and concerns as needed
• Embraced diversified backgrounds and tailored responses to maximize the benefit of customer interaction
• Trained new and existing employees on calls and provided feedback as well Education
Master's degree in Human Services
Touro University Worldwide - Los Alamitos, CA
August 2021 to August 2022
Bachelor of Science in Human Services
Florida State College at Jacksonville - Jacksonville, FL January 2018 to August 2021
High school diploma or GED
William M. Raines High School
August 2008 to June 2012
Skills
• Volunteer management
• Customer service
• Google Docs
• Research
• Content management systems
• Marketing
• Microsoft Excel
• Administrative experience
• Crisis intervention
• Budgeting
• Data collection
• Microsoft Word
• Microsoft Powerpoint
• Motivational interviewing
• Training & development
• HIPAA
• Intake
• Presentation skills
• Organizational skills
• Program development
• Fundraising
• Recruiting
• Time management
• Case management
• Communication skills
• Microsoft Outlook
• Maintenance
• Filing
• Public health
• Social work
• Conflict management
• Individual / group counseling
• Medicare
• Oracle
• Mentoring
• Intake Experience
• Behavioral Therapy
• Mental Health Counseling
Certifications and Licenses
HIV Testing, Counseling, and Outreach
November 2022
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