Open to opportunities

Jacqueline Samuel

@jacquelinesamuel

Results-oriented customer service and healthcare support professional with strong leadership and process improvement skills.

United States

Message

What I'm looking for

I am seeking a role where I can lead teams, improve operational processes, and apply EMR and customer service expertise in a patient-focused, collaborative environment.

I am a results-oriented customer service and healthcare support professional with experience supervising teams, optimizing processes, and ensuring HIPAA-compliant records management. I have led training and supervision initiatives that achieved 100% compliance with safety and efficiency standards while reducing operational time.

I have practical experience with EPIC/EMR systems, Microsoft Office, and call-center environments, resolving the majority of inquiries on first contact and supporting sales and operations improvements. I bring a compassionate, team-focused approach demonstrated in long-term direct care and community volunteer work.

Experience

Work history, roles, and key accomplishments

Call Center Representative

BJH Telecommunication

Jan 2023 - Jan 2024 (1 year)

Resolved patient inquiries using EPIC electronic medical records, improving response time by 20% and maintained meticulous HIPAA-compliant documentation. Delivered courteous assistance to internal and external callers per department guidelines.

Epic HIPAA Customer Service Documentation Communication

Call Center Representative

Verizon

Jan 2022 - Jan 2023 (1 year)

Provided customer support resolving over 90% of technical inquiries on first call and supported sales order corrections, contributing to a 10% sales increase. Used Microsoft tools to maintain records and team communication.

Customer Service Troubleshooting Sales Support Microsoft Office Data Entry Call Center Operations CRM

PT Supervisor

UPS

Jan 2018 - Jan 2023 (5 years)

Led training and supervision of package handlers and clerks, achieving 100% compliance with safety and efficiency standards and reducing operational time by 15%. Optimized internal/external communication to improve team performance and response times by 20%.

Team Leadership Process Optimization Compliance Training Communication Efficiency Improvement Data Entry

General Customer Service

Little Sisters of the Poor

Jan 2015 - Jan 2018 (3 years)

Assisted nursing staff and documented patient behaviors for 80 residents as a Certified Nurse Aide, ensuring timely interventions and maintaining HIPAA-compliant records. Supported a compassionate care environment and daily resident activities.

HIPAA Patient Care Teamwork Communication