Jonathan Illidge

Experience

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  Time Warner Cable

  Sept 2006 - Jan 2007

  Bilingual Customer Service Representative

  Served as the first line of contact with customers, providing them with solutions quickly and efficiently. Highlights include:• Processed inquiries and changes on account• Effectively followed departmental management guidelines

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  Credit One Bank

  Jan 2007 - Apr 2008

  Quality Analyst, Team Lead, Account Services Representative

  Quality AnalystProvided remote coaching and mentoring to a team of 30-35 Spanish-speaking customer service representatives based in a call center in Panama. Highlights include:• Monitored, evaluated, and scored representatives’ calls• Coached representatives on best practices, including active listening, de-escalation, efficient use of resources• Served as the primary point of contact for online requestsTeam Lead Led and coached a team of 8-12 representatives on efficient first call resolution techniques, de-escalation, and customer service best practices, based on company policies and procedures. Highlights include:• Awarded highest performing team on call resolution and handle time• Monitored, evaluated and scored representatives’ calls• Provided mentoring to assist representatives with professional development and skill improvementAccount Services Representative Managed high-volume workload a fast paced environment, providing financial solutions to cardholders. Highlights include: • Assisted cardholders with activations and account closures, payment processing, credit line increases and lost or stolen reports Show less

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  Medco Health Solutions Of Las Vegas, Inc

  Oct 2008 - Jul 2009

  Customer Service Representative, Subject Matter Expert

  Managed a call center floor team of 96 representatives responsible for assisting members with prescription pricing and refills, and billing inquiries. Highlights include:• Provided real-time, live coaching on customer service best practices and company policies and procedures• Actively worked with representatives to reduce call resolution times to improve overall call center efficiency

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  TELUS

  Sept 2009 - May 2010

  Customer Service Representative, Directory Assistance Operator

  Served as a first line point of contact for customers, providing them with excellent customer service. Highlights include:• Specialized in customer retention• Effectively followed company policies and customer service best practices

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  HEALTH PARTNERS OF NEVADA

  Feb 2011 - Mar 2011

  Medical Administrative Assistant, Externship

  Worked with front office staff to provide patients with an excellent experience by serving as a liaison between medical staff and patients. Highlights include:• Scheduled appointments, verifying insurance, and assisting with prescription refills for patients• Prepared patient charts• Performed front office clerical work

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  CareMore Health

  May 2011 - Aug 2016

  Medical Assistant & Department Educator

  Medical Assistant Department EducatorDeveloped, implemented and facilitated New Hire Interdisciplinary Training Workshop which is delivered to all new hires for CareMore as of October 2014. Highlights include:• Traveling between markets to facilitate live, four week intensive trainings for new employees to ensure best practices are used in front and back office workflows• Practiced the “Tell, Show, Do” model of interactive adult education, providing classroom lectures, hands on training, and on the job training• Developed gamification models of testing knowledge during training• Provided coaching to all new employees on best practices and company policies with a cooperative weekly evaluations based on the SMART goal-setting model• Assisted with writing and developing the Preceptor Workshop which identified Subject Matter Experts to assist in training for new hires during the on the job portion of training• Helped develop and implement yearly checks for existing medical assistants, performing re-evaluations, follow up with coaching, and emphasizing best practices• Designed, created, and implemented an online training program to teach all medical assistants about the implementation of new plan for dual eligible Medicare/Medicaid patients• Developed a monitoring system for the judicious use of equipment and supplies in CareMore Care Centers, which resulted in over $30,000 in company savings in 3 monthsMedical AssistantResponsible for assisting medical staff with performing patient vitals and managing routine front office duties. Highlights include:• Scheduled appointments, verifying insurance, and assisting with prescription refills for patients• Collected co-pays and balanced daily log• Assisting with wound care and performing EKGs• Filing and preparing patient charts Show less

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  Populous Group

  Aug 2016 - Apr 2017

  Lead Generator

  Retail Lead Generator for CareMoreAssist sales team with generating and qualifying contacts to add to their pipelines. Highlights include:• Serve as a community liaison, providing health plan information to Medicare recipients at community events• Prequalify all leads prior to passing them to the sales team

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  Asher College

  Apr 2017 - Mar 2020

  Health Services and Business Programs Instructor
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  IntouchCX

  Jun 2021 - now

  • Training Specialist

    Jun 2023 - now

  • Training Specialist

    Jun 2021 - now