Overview
Work History
Education
Skills
Leadership
Timeline
Generic

Jamie Carlson

Philadelphia

Overview

9
9
years of professional experience

Work History

Team Lead- Engagement Center

Syneos Health
08.2023 - Current
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Supervised team members to confirm compliance with set procedures and quality requirements during mentorship with new agents
  • Took escalated phone calls and completed escalated emails
  • Assisted with email and call monitoring and evaluations

Senior Engagement Specialist

Syneos Health
06.2022 - Current
  • Promoted to Senior Engagement Specialist within 14 months.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Mentored new hires on live calls while providing assistance to the agent on how to handle the customers inquiry.
  • Monitored processed emails from customers by agents monthly.
  • Assisted with new hire training.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.

Engagement Center Specialist

Syneos Health
04.2021 - 06.2022
  • Answered and managed inbound calls using SalesForce in a timely and professional manner.
  • Handled technical complaints and adverse events following client guidelines.
  • Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
  • Ensured data entry, documentation and safety information was accurate and concise by documenting all required information during the call.
  • Researched and provided information using scripts and available resources.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Sales Representative/Life Safety Consultant

Medical Guardian
11.2020 - 04.2021
  • Use of Salesforce to create leads to make outbound calls and receive inbound calls.
  • Employed optimal listening and persuasive skills to identify needs, and provide personal emergency response solutions for Medical Guardian customers.
  • Followed up with clients to ensure Medical Guardian is meeting their changing personal protection needs, possibly by adding new products and services.
  • Maintained awareness and knowledge of all product information.
  • Provided excellent customer care.
  • Provided feedback to management about client and customer satisfaction.
  • Generated sales and recurring monthly revenue.

Part-Time Development Specialist

Lion Line Telefund
01.2020 - 08.2020
  • Generated leads with successful cold calling of prospects and skilled use of persuasive communication skills.
  • Addressed clients' indecision, complaints and desires head-on to overcome hesitations and close sales.
  • Utilized scripted sales strategies to converse with customers reached by manual dialing and automatic systems.
  • Contacted private individuals or businesses by telephone to solicit sales.
  • Called prepared lists of leads and read short scripts to promote services.

Personal Care Assistant

SpiriTrust Lutheran LIFE
05.2018 - 03.2019
  • Monitored vital signs and medication use, documenting daily.
  • Recorded client status progress and challenges in logbooks and reports.
  • Planned and prepared nutritious meals and snacks to meet client dietary requirements such as diabetic, low sodium.
  • Took and recorded patient temperature, pulse, respiration and blood pressure to monitor health.
  • Helped clients handle all personal needs, from simple cleaning and daily exercise to bathing and personal grooming.

Cashier

Wegmans Food Supermarkets Inc.
02.2015 - 08.2020
  • Helped customers find specific products, answering questions and offering advice.
  • Worked closely with front-end staff to assist customers.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Ran the cash register.
  • Processed efficient and accurate cash, check, debit, and credit card payments.

Education

Bachelor of Science - Biobehavioral Health

The Pennsylvania State University
State College, PA
08.2020

Skills

  • SalesForce Proficiency
  • Medical terminology knowledge
  • Running Reports
  • Microsoft Word, Excel, Powerpoint
  • Customer Inquiries
  • Problem Resolution
  • Active Listening
  • Requirement Documentation

Leadership

Special Events Captain- Altoona Benefitting THON (2017-2018)

• Inspired, informed, and united the THON community by developing and continuing a variety of
events to spread the spirit of THON year-round.
• Attended weekly THON meetings.
• Managed a Special Events committee for students to get involved with THON and campus events.
• Worked with University staff to plan events for fundraising.


Gamma Phi Beta Standards Chairwoman (2017-2018)
• Served as a member of the Administrative department.
• Handled all minor member discipline matters according to Sorority guidelines.
• Met with administrative advisor and international representatives as required.

Timeline

Team Lead- Engagement Center

Syneos Health
08.2023 - Current

Senior Engagement Specialist

Syneos Health
06.2022 - Current

Engagement Center Specialist

Syneos Health
04.2021 - 06.2022

Sales Representative/Life Safety Consultant

Medical Guardian
11.2020 - 04.2021

Part-Time Development Specialist

Lion Line Telefund
01.2020 - 08.2020

Personal Care Assistant

SpiriTrust Lutheran LIFE
05.2018 - 03.2019

Cashier

Wegmans Food Supermarkets Inc.
02.2015 - 08.2020

Bachelor of Science - Biobehavioral Health

The Pennsylvania State University

Similar Profiles

CREATE PROFILE
Jamie Carlson