Jocelyn Hopkins
Pittsburgh
Summary
Dynamic leader with a proven track record at UPMC Health Plan, enhancing team performance and customer satisfaction through effective training and relationship building. Excelled in process improvement and interpersonal communication, significantly contributing to project success and productivity. Skilled in fostering collaboration and driving data-driven decisions, demonstrating adaptability and a commitment to excellence.
Overview
10
10
years of professional experience
Work History
Senior Staff Development Coach
UPMC Health Plan
10.2023 - 04.2024
- Lead and developed strong relationships with over 50 employees through weekly coaching and career development.
- Trained over 60 new employees on company policies and procedures, contributing to a cohesive team atmosphere and improved overall performance.
- Curated Monthly team-building activities that resulted in improved employee retention.
- Analyzed data to identify trends and insights to optimize employee performance and drive productivity improvements.
- Managed call center queues efficiently and played a key role in de-escalating challenging situations to maintain a positive experience for both customers and staff.
Team Leader, Staff Development Coach
UPMC Health Plan
09.2021 - 10.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
Customer Service Represenative
UPMC Health Plan
10.2015 - 10.2021
- Responded to customer requests for products, services, and company information.
- Filed and handled FMLA, Short term disability claims
- Customer Satisfaction team- resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Completion of Inclusion Mentoring program
- New Hire Mentor
- Implemented programs such as trend tracking, documentation and employee insight systems, and the coaching program.
Customer Care Lead
CVS Caremark
10.2014 - 10.2015
- Assisted plan members with mail order pharmacy.
- New Hire Training
- Implemented STAR Development program to foster skills and increase proficiency for high performance team members.
Education
Journalism And Mass Communication
Clarion University of Pennsylvania
Clarion, PASkills
- Team Leadership
- Project Management
- Schedule coordination
- Problem-solving
- Teamwork and collaboration
- Time management
- Excellent communication
- Team building
- Interpersonal communication
- Relationship building
- Data analysis
- Process analysis
- Program evaluation
- Adaptability and flexibility
- Interpersonal skills
Timeline
Senior Staff Development Coach
UPMC Health Plan
10.2023 - 04.2024
Team Leader, Staff Development Coach
UPMC Health Plan
09.2021 - 10.2023
Customer Service Represenative
UPMC Health Plan
10.2015 - 10.2021
Customer Care Lead
CVS Caremark
10.2014 - 10.2015
Journalism And Mass Communication
Clarion University of Pennsylvania
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