Remote Customer Service Assistant - Customer Support

* * * * * © **** Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited. Jacqueline G. McRae-Mitchell, ME. d., MHA.,

M. Ph, CMA, A.H.I (AMT)

1276 Lookout Drive

Rutledge, TN. 37861

Mobile: 865-***-****

Email: *************@*****.***

linkedin.com/in/dr-jacqueline-mcrae-mitchell-ed-

d-3697033a1

EXECUTIVE PROFILE

A seasoned higher education leader and allied health educator with more than thirty-four years of progressive experience in academic administration, healthcare education, and institutional leadership. Brings a long-standing record of excellence in developing and managing academic programs, directing complex initiatives, and elevating educational quality across diverse learning environments. Experienced in creating policies and procedures, building effective and collaborative teams, and guiding departments through organizational and operational challenges with clarity and vision. Adept at advising and supporting learners from varied backgrounds, strengthening community partnerships, and fostering an inclusive, student-centered educational culture. Possesses extensive knowledge of higher education accreditation processes, with a strong history of preparing programs for successful accreditation reviews and sustaining compliance. A published author from 2023- 2024. Demonstrates advanced analytical thinking, strategic decision-making, and problem-solving abilities, supported by a career marked by measurable accomplishments in program management, accreditation, curriculum development, and department leadership. Holds three master’s degrees in education, public health, and healthcare administration, and is presently completing a doctorate at American International Theism University in Englewood, Florida with anticipated graduation in August 2026. Recognized for innovation, resilience, and a commitment to academic excellence throughout a long-standing career dedicated to advancing healthcare education. Summary: Taught classes, both online, asynchronous, and on campus, built curricula, managed academic programs, worked with MAERB and ABHES accreditation, developed online curriculum and content, and founded an educational organization from the ground up. PROFESSIONAL EMPLOYMENT INTEREST

Higher Educational Leadership Positions Employment Titles Held

Blue Ridge Healthcare Training, LLC Curriculum Developer for two online programs

Medical Assisting Program Director/Program Chair National American University South College

Bristol Community College Newbury College

Public Health Officer Graduate Brookline College

Provided leadership and support for faculty development and professional growth.

Collaborate with institutional leadership to develop and implement strategic plans for Medical Assisting academic program.

Medical Assisting Program Practicum Coordinator National American University

Current knowledge of current trends and best practices in curriculum, instruction, and assessment.

Participate in institutional committees and task forces to represent academic programs and provide input on institutional policies and decisions.

Coordinated with admissions and student services to ensure student satisfaction. 2 P a g e © 2026 Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited.

Allied Health Assistant Professor.

Professional Event Planner such as Professional Advisory Board meetings and Catering arrangements.

Academic Executive Leadership Positions.

Public Health Survey Development.

Demonstrated commitment to academic student success and achievement.

Foreign Student Recruitment Programs.

Ensured delivery of high-quality academic programs and student success.

MAERB Site Surveyor Medical Assisting faculty and staff to ensure that academic programs met MAERB accreditation standards and Commission on Accreditation of Allied Health Education Programs (CAAHEP) regulatory requirements.

COMPUTER PROGRAM EFFICIENCY

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Microsoft Teams, Zoom, Google Workspace, Google Drive, Google Docs, Google Sheets, Canvas LMS, learning management systems (LMS), customer relationship management

(CRM) systems, web-based database and record-management systems, online communication platforms, and Windows-based applications.

MAJOR CORE ACCOMPLISHMENT Site Visit Date August 11, 2015 National American University (Denver & Centennial Campuses) The Medical Assisting Education Review Board is a Committee on Accreditation (CoA) of the Commission on Accreditation of Allied Health Education Programs (CAAHEP). MAERB is an autonomous unit within the American Association of Medical Assistants Endowment (AAMAE). The American Association of Medical Assistants (AAMA) is a sponsoring organization of MAERB. MAERB makes accreditation recommendations for the status of accreditation of medical assisting programs.

• Successfully completed Medical Assistant Education Review Board (MAERB) continuing programmatic accreditation for National American University’s Denver Campus MA program completed on August 11, 2015. The Medical Assistant program was granted ten more years of CAAHEP programmatic accreditation status. THE AMERICAN ASSOCIATION OF MEDICAL ASSISTANT (AAMA) ADMINISTRATIVE ROLE/MEMBERSHIP

Leadership Development Strategy Team (2023)

Board of Trustees (2023 to present)

ACADEMIC AWARDS AND ACCOMPLISHMENTS IN HIGHER EDUCATION

Honorary Dean’s List: Brookline Medical School-Master of Public Health Program (April 2023) ACCREDITING BUREAU OF HEALTH EDUCATIO SCHOOLS (ABHES) Accrediting Bureau of Health Education Schools (ABHES) Site Evaluator for Medical Assisting, Electrocardiography Technician, and Phlebotomy Technician academic programs in Higher Education.

(March 2023-present)

3 P a g e © 2026 Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited. TECHNOLOGY AND SOFTWARE EXPERIENCE

Canvas Learning Management System

LMS Longitudinal Datafication

Avidxchange Automation (Accounts Payable

Software)

Paylocity

MS Office: Word, Excel, and PowerPoint

Trajecys Online Reporting System

Marketing Website Development & Design

ADP/Workforce

Moodle Open-Source Learning Platform

Basic Management Databases

Workforcenow ADP

Cornerstone-LMS Professional Dev.

Crew Software, Inc.

The Allegiance, Inc. (ARC)

ARTIFICIAL INTELLIGENCE HEALTHCARE EDUCATION CONSULTANT Develops academically rigorous content focused on artificial intelligence applications in healthcare, including predictive analytics, machine learning foundations, intelligent EHR workflow, automation, robotics integration, and virtual assistant technologies. Experienced in translating complex AI concepts into accessible, learner-centered instructional materials for online and asynchronous learning environments. Proficient in AI-enhanced instructional design, utilizing advanced generative AI tools for curriculum development, multimedia creation, slide production, and Canvas LMS integration. Demonstrates a strong understanding of ethical and human oversight considerations in healthcare AI, ensuring academic content reflects current standards, regulatory awareness, and responsible use of emerging technologies. Machine learning and data-driven decision-support principles apply to educational materials, emphasizing modeling, pattern recognition, forecasting, and operational analytics relevant to healthcare administrators. I am skilled in designing practice assessments, evidence-based activities, and real-world case studies that incorporate AI-supported problem-solving and workflow optimization.

ADDITIONAL SKILLS

Customer Service

Time Management

Strategic Planning

Resourcefulness

Detail-Oriented

Verbal and Written Communication

Organizational Skills

Anticipates Needs

Team Player

Management and Negotiation

Flexibility and Assertiveness

Computer Network and Internet

Multifunction Printers

Shredders

Power BI

Printers, Copiers, & Fax Machines

Computers and Related Peripherals

Communication Equipment

Freelance WEB designer

Canvas LMS Instructional Designer

Built Predictive Analysis Machine Learning

Principles Automation Healthcare AI

Workflows

AWARDS HIGHLIGHTS

Chair of the Tennessee Society of Medical Assistant (TSMA). November 2015 to present

Faculty of the Quarter Award, National American University, Denver Campus Summer 2014

Colorado Society of Medical Assistants, Delegate: AAMA House of Delegates* 2014

Chi Sigma Iota (Omega Sigma Phi Chapter) Counseling Academic & Professional Honor Society International

(Member-2013) (GPA 3.5)

Bristol Community College History Department-African American History Month Award-1999

“Who’s Who,” of Manchester- Female Entrepreneurship Award-2007

Business Network International, BNI- Notable Networker Award in Outstanding Performance-2003

Champion Award- Creative Consulting Services, Inc.- 2010 4 P a g e © 2026 Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited. EDUCATION

Doctorate in Education (Ed. D.) Doctorate Candidate Graduate * Sep. 2026 AMERICAN INTERNATIONAL THESIUM UNIVERSITY, Englewood, FL. 34223

Masters in healthcare administration (MHA) (2024) Graduated* BROOKLINE MEDICAL SCHOOL, Phoenix, AZ. 94538

Masters in public health (M. Ph.) (2023) Graduated* BROOKLINE MEDICAL SCHOOL, Phoenix, AZ. 85021

Master’s in education (M. Ed.) (1997) Graduated* Alma Mater-CAMBRIDGE COLLEGE, Cambridge, MA. 02138

Medical Assisting (1984) Graduated*

CORINTHIAN COLLEGE, Brookline, MA. 02445

CERTIFICATIONS REGISTRATIONS LICENSES

Certified Medical Assistant (CMA) ID # 72247

American Association of Medical Assistants, Inc. 2012-Present

Anti-Money Laundering Certification

Symmetry Financial, Inc. 2020

Certified Allied Health Instructor ID# 2607853

American Medical Technologist (AMT) 2012-Present

• CPR Certification

National Health & Safety Association (NHSA ID# 332081-205204D0F0) 2023-Present

SUMMARY OF CURRICULUM INSTRUCTION/CONCENTRATION REMOTE HYBRID

Intro. to Medical Law (Remote)

Pharmacology, Medication Administration, Diagnostic Imaging (Remote)

Laboratory

Infection Control, Assessment, Cardio-Pulmonary & Gastroenterology (Remote)

Eyes, Ears, Nose, & Throat: Nervous and Endocrine Systems (Remote)

Surgical Techniques: Stages of Life, Pediatrics & Geriatrics (Remote)

Office Management * Computerized Systems in MA (Remote)

First Aid, Emergencies, Behavior in Acute Situations (Remote)

Practicum and Capstone (On ground)

Anatomy & Physiology (Remote)

Medical Office Administration (Remote)

Billing and Coding (Remote)

Medical Language/Terminology (On ground & Remote)

Pathophysiology (On ground)

Health & Wellness (Remote)

Disease Prevention (Remote)

Patient Care Skills (On Ground)

5 P a g e © 2026 Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited.

Assisting in Minor Office Surgical Procedures (On ground)

Introduction to Biology (On ground)

Phlebotomy & Electrocardiography (On ground)

AHA CPR Certification Training (On ground)

FORMAL EMPLOYMENT HISTORY

Module Facilitator/ Instructor IV/ (Medical Assisting Program) UNITEK COLLEGE, San Jose, CA.

Feb. 15, 2021-April 21, 2026 (Remote)

Unitek College Duties: Teach courses as assigned by the Program Director up to the maximum number of contact hours allowed

Demonstrate skill and knowledge in teaching discipline Make continuous efforts to improve quality of instruction by reviewing and utilizing different techniques in teaching Demonstrate or be willing to acquire skills for utilizing online activities as enhancers to course content during interactive teaching and learning. Provide planning, development and maintenance of program curriculum Regularly evaluate students to measure their progress in achieving curriculum and course objectives and inform them in a timely manner of their progress. Review and revise student learning material on an ongoing basis to maintain current information Submit required program reports and forms to the Program Director in a timely manner Maintain student records of attendance; skills check-off forms and assist with program data collection Work with the Program Director to resolve student concern Actively engage in retention activities including documented communication with students Attend faculty meetings

Manage special projects assigned by the Program Director including but not limited to extracurricular activities to create enthusiasm and encouragement to students Teach courses at a variety of times and locations as the need arise Attend and participate in professional development; maintain documented continuing medical education Maintain professional relationship with colleagues, students and the community Adhere to and publicly support Unitek College policies and procedures. Coordinating and balancing the needs of a diverse student population and faculty, while simultaneously supervising and managing the multiple science materials and inventory. Ability to adapt, direct and multi-task. Demonstrates exemplary skills and organizational proficiency. Performance is based on the ability to meet expectations in the following areas: Teaching and Instruction Service to students Service to the program and the institution Professional development Demonstrate job knowledge Achieve satisfactory student evaluation scores Demonstrate organization and planning Show initiative/dependability/reliability Team player Education and Experience. Note: My position at Unitek College was eliminated due to declining enrollment and organizational restructuring. I've been actively pursuing new opportunities while continuing to manage my educational consulting business and complete my doctoral degree. I was provided with a handsome stipend upon departure for sustaining financial obligations while professional employment seeking. I am also qualified for a re-hiring opportunity. In addition, I complete my Doctorate in Education at the end of August 2026. Life Insurance Agent/Underwriter/In Training

LAMPE INSURANCE AGENCY, LLC. Springfield, MO.

October 9, 2020-Feb. 13, 2021, Remote

Life Insurance Agent Job Responsibilities/Duties: (Unlicensed Training)

• Provides service to clients’ changing insurance needs by selling life insurance.

• Establishes productive working relationships with clients.

• Develops base for long-term sources of clients.

• Compiles lists of prospects.

• Determines clients’ particular needs and financial situations by scheduling fact-finding appointments and determining the extent of present coverage and investments.

• Ascertains clients’ long-term goals.

• Develops a coordinated protection plan by calculating and quoting rates for immediate coverage action and long-term strategy implementation.

• Communicates with adjusters.

• Obtains underwriting approval by completing application for coverage.

• Completes coverage by delivering policy, planning future follow-up visits, and evaluations of needs. 6 P a g e © 2026 Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited.

• Provides continuing service by providing direct deposit forms, processing changes in beneficiary, and Provides death benefits by delivering policy proceeds and reassessing client needs.

• Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations.

• Enhances insurance agency reputation by accepting ownership for accomplishing new and different request and exploring opportunities to add value to job accomplishments. Chair, Medical Assisting Department

Program Director Practicum Coordinator

Assistant Professor Career Readiness Coach

SOUTH COLLEGE, Knoxville, TN.

October 2015-October 2020

All academic personnel are expected to maintain professional standards, attitude, and performance levels to ensure effective, safe, ethical, and legal performance in all aspects of the position. This includes giving serious consideration to all forms of informal and formal performance evaluation (e.g., student evaluations, classroom visitation, annual performance review, clinical site evaluation, etc.) and seeking methods for improvement while striving for academic excellence.

Duties:

Course Taught: Medical Terminology, Introduction to Medical Assisting, Anatomy and Physiology, Pharmacology, Medical Laboratory Procedures I & II, Practicum Coordination, and Clinical Assisting Procedures.

• The college is organized into Schools with Academic Departments and stand-alone Academic Departments. Each Academic Department includes those subject areas that are closely related and are usually, but not exclusively, prefixed with the same letter code. The Department Chairpersons are concerned with the curriculum and instructional programs within their designated Departments. Departments within a School will work together collaboratively on items of common interest. Department Chairpersons for standalone Departments are appointed by the Executive Vice President (with the approval of the President) and report directly to the EVP. The duties of the Department Chairpersons include:

• Supervising the faculty members within the Department and coordinating their activities to ensure that all requirements in the South College Faculty Member Job Description are carried out effectively. This includes scheduling regular meetings with faculty and staff to ensure collaboration and consistent communication.

• Analyzing policy loan applications. Implementing and/or coordinating quality instructional programs and the course offerings within the Department. This includes leadership in the development, implementation, and continuous evaluation of the curriculum, including sequence of courses and student learning outcomes, as well in writing, editing, and evaluation of course objectives and ensuring appropriate evaluation measures. Improvement measures should be sought and implemented as appropriate.

• Selecting and coordinating the practicum component of the curriculum. This includes selecting appropriate practicum sites and securing agreements with outside entities, providing orientation for the on-site supervisors, and overseeing evaluation of student experiences.

• Recruiting and recommending EVP qualified personnel for employment within the Department. The Department Chairperson is also responsible for orienting, supervising, and evaluating the teaching personnel in the Department. The recommendations and evaluations of the Department Chairperson will be made to the EVP.

• Leading the planning, assessment, and evaluation activities of the Department in conjunction with the South College systematic planning process. This includes the completion of the annual strategic plan and associated assessment report(s).

7 P a g e © 2026 Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited.

• Supervising and assisting in the process of student advisement. This includes establishing an appropriate system for advisement in the scheduling of classes, student disciplinary issues, and academic and personal issues affecting student matriculation.

• Preparing an annual budget for the Department in conjunction with the EVP, following collaboration with the faculty.

• Ensuring that a quarterly class schedule is completed and submitted to the EVP.

• Ensuring that all accreditation requirements are met by the program for both

• institutional accreditation and programmatic accreditation if applicable.

• Leading the completion of self-studies or reports as required for accreditation or state purposes.

• Coordinating the programmatic advisory committees as designated in the faculty handbook.

• Ensuring that appropriate evaluations of Faculty and Staff within the Department are completed in a timely manner.

• Actively participating in all committees assigned to or volunteered for. May include institutional accreditation activities and participation in special projects.

• Participating in all general faculty meetings, advisory board meetings, and graduation ceremonies.

• Assisting the librarian staff in the selection and/or culling of the library collection.

• Participating in all institutional and/or Department committees assigned to or volunteered for.

• Participating in annual Departmental community service project.

• Participating in scholarship and service activities to assist in meeting the South College outcomes identified for these areas.

• Participating in professional development activities – minimum of 2 per year. Maintaining active membership in professional organizations related to field, if appropriate. Also, maintaining current knowledge of subjects taught in the school to include monitoring of educational and professional literature for the best practices in areas related to courses taught.

• Attending a minimum of 2 in-services hosted by South College each year.

• Responding, in a timely manner, to specific and general information requests from the college and administrative officials, prospective employers, professional organizations, public agencies, civic organizations, private foundations, public, and students, as appropriate. At all times, promote appropriate standards of linguistic expression in both written and oral communications.

• Continually seeking to improve knowledge and usage of classroom and course technology through attendance at training sessions. Moodle sites should be maintained to ensure continued class activity in the case of emergency necessitating cancellation of a class.

• Performing instructional duties as outlined in the faculty member job description.

• Adhering to college policies as described in the faculty and employee handbooks, job descriptions, policies and procedures manual, catalog, or other separate guidelines.

• Complete other duties as assigned by the Executive Vice President or President Master Associate Faculty College of Health & Sciences Program Coordinator Medical Assistant Associate Degree Program Practicum Coordinator Medical Assistant Associate Degree Program Program Coordinator Medical Administrative Associate Degree Program Practicum Coordinator Medical Administrative Associate Degree Program Career Readiness Coach

March 19, 2012-Sep. 28, 2015. NATIONAL AMERICAN UNIVERSITY, Denver & Centennial, Colorado Duties:

Administrative

1. Serve on the program’s faculty assessment committee and ad hoc committees. 2. Attend and participate in faculty meetings.

3. Participate in regional accreditation reviews and reports, as requested. 4. Coordinate program accreditation activities and self-study. 5. Develop the medical assisting program to meet program accreditation requirements and make recommendations to revise curricular offerings.

8 P a g e © 2026 Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited. 6. Develop and work with the local program advisory committee in conjunction with the system program chair to ensure that the curriculum meets currently acceptable performance standards. 7. Assist in the publicizing and dissemination of information about the program. 8. Work with admissions staff in recruiting students. 9. Assist the system program chair with scheduled program review activities. 10. Hire, train, and appraise qualified program faculty. 11. Assist with the quarterly academic awards/honors program, as requested. 12. Participate in campus graduation ceremonies.

13. Monitor and report compliance with university academic policies and procedures, as requested by the regional vice president of academic and learner services.

14. Maintain professional standards and ethics.

Advising

1. Serve as the primary advisor for the medical assisting program at orientation sessions and quarterly registration periods.

2. Assist students with scheduling courses and provide guidance in their academic and personal development. 3. Review and submit to the academic dean all requests for approval of independent studies and course substitutions. 4. Serve as the primary medical assisting advisor at orientation sessions. 5. Sustain the highest percentage of student retention possible by maintaining student/faculty contact and addressing problems and concerns in assigned areas.

Curricula

1. Work with faculty assessment committee to assure that the program missions, goals, students learning outcomes, status sheet, and master syllabi, utilizing cognitive, psychomotor, and affective competencies and objectives, are current and comply with accreditation requirements. 2. Submit recommendations for textbooks and related instructional materials to the faculty assessment committee for review.

3. Order faculty copies of textbooks for program faculty, if requested, to ensure that all instructors have access to the most current textbooks and instructional materials. Program Coordinator Medical Assisting 3 of 3 Effective 08/24/10 Revised 09/15/2015 4. Provide projected course offerings for the program to the academic dean on a quarterly basis. 5. Schedule courses and instructors on a quarterly basis while ensuring appropriate faculty loads and classroom utilization.

6. Recommend methods for measuring student attainment of student learning outcomes to the system assessment office.

Budgets

1. Assist in the development of the program operating budget and monitor expenditures monthly. 2. Work with the system program chair to make recommendations regarding capital equipment and software purchases. Practicum Coordination

1. Select and approve appropriate practicum sites. 2. Coordinate program agreements with outside entities. 3. Provide orientation for the on-site supervisors. 4. Approve student requests for practicums.

5. Oversee internships, externships, and cooperative education, including site orientation, site visits, on-site assessment of student experiences, and evaluation of the quality of learning opportunities. 6. Visit practicum sites at least once per quarter where students are placed. Teaching

1. Develop instructional plans and assist students in achieving the theory and performance requirements of the program.

2. Evaluate student performance with sufficient frequency to provide timely and valid feedback to both students and the instructors.

3. Maintain grade books in sufficient detail to document clearly learning progress and achievement. 9 P a g e © 2026 Jacqueline McRae Mitchell. All rights reserved. This résumé and its contents are confidential and intended solely for professional review. Unauthorized use, reproduction, distribution, photocopying, or duplication of this document, in whole or in part, without the express written permission of the author is strictly prohibited. 4. Teach no more than two classes each quarter with consideration given to contact hours, independent studies, new course preps, and assigned administrative activities. Professor- Adjunct Faculty Medical Assistant Program Oct./2010-March/2012 WESTWOOD COLLEGE, Atlanta, Georgia. (North Lake Campus) Duties: Teaching in the School of Healthcare in the following academic concentrations:

• Pathophysiology

• Medical Terminology

• Patient Care Skills

• Assisting in Minor Office Surgical Procedures

• Medical Law & Ethics

• Introduction to Biology

• Anatomy & Physiology

State of Georgia Mandated Reporter Support Coordinator-Medicaid Waiver Aug 3, 2009 –Feb. 4, 2011 CREATIVE CONSULTING SERVICES, INC., CCS. STATE REPORTING AGENCY, Winder, Georgia Creative Consulting Services prides itself in assuring that our organization maintains the highest standard of support services by being present and available in the community where the individual lives and receives support. The professionals who work with this agency are provided with a multi-tiered system of administrative leadership and expertise that values their efforts and shares in their success and challenges. We provide Support Coordination using person-centered approaches to ensure individuals have

Contact this candidate