Customer Service & Community Outreach Leader

Vecelia Johnson

**************@*****.*** 813-***-****

Professional Profile

Extensive Customer Service Skills Experience

Strong knowledge base in community resources

Accelerated technical skills in Microsoft/Outlook/Excel/Word/Power Point

WORK EXPERIENCE

Manager, SMI Program Coordination

Centene – Tampa, FL

August 2019 – current

Actively support all efforts to simplify and enhance the member outreach engagement.

Supervise Program Coordinators to ensure a high level of customer satisfaction, professionalism, and courtesy exists and is sustained.

Consistently meet or exceed weekly and monthly departmental goals by monitoring and coaching Program Coordinators.

Community Advocate, Sr. /Community Outreach Oversight Coordinator

WellCare – Tampa, FL

November 2014 to 2019

Complete and assist with Community Health Investment Programs.

Cultivate and maintain relationships with Community based organizations, advocacy, and civic/community leaders throughout the state with in assigned regions.

Develop contracted relationships to exchange information with community partners (CHIP/BAA)

Increased the use of HCRT to track referrals for members who may or may not be in Case management measured by the Community Command Center.

Populate and update “My Family Navigator,” (Navigator) a data base of referral social safety net programs and services, to keep the Navigator data base as accurate and up to date as possible.

Responsible for identifying inbound and outbound grant opportunities in collaboration with Advocacy & Community Based Programs.

Positively positions WellCare among community health leaders and public health planning collaboratives.

Create and launch need-based partnerships with social safety net providers, supporting evidence based programs with positive health outcomes.

Successfully identifies gap fill opportunities with community stakeholders and partners through health collaboratives.

Supervisor/Training Administrator

GTE Wireless/Verizon Customer Service- Alpharetta, GA.

August 2000 to September 2014

Responsible for the overall supervision of the department's daily operation to achieve fiscal productivity, and Call Center satisfaction goals and objectives.

Managed staff performance and the accomplishment of departmental responsibilities in accordance with corporate, departmental and safety policies and procedures to meet both company and regulatory requirements.

Provided coaching, counseling, training and performance management to new and current Customer Service Associates.

Facilitated six-week Customer Service training to New-Hire and seasoned associates.

Created Train- the- trainer and Student manual for Customer Service Billing and Equipment Sales.

Evaluated performance reviews for the Customer Service associates including hiring and termination.

Education

B.S. in Public Health – University of South Florida, Tampa, FL. Spring 2024

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