Jacquelyn Morris Email and Phone Number

Performed as a Customer Experience Specialist where I facilitated interactions with customers; established rapport and promoted effective relationships, upholding Comcast's commitment to the customer experience. Positively positioned Comcast products against competitive offerings to establish long-term customer value to drive results and growth.Key Contributions:Promoted to Loyalty Academy Mentor where I play a critical role in the success of each new hire and work with them from hire date to the time they leave the Green Room. I assist with the educational touchpoints, de-escalating and taking supervisor calls. As a Comcast brand ambassador, I teach all new hires our products and services and coach them to effectively utilize all our platforms to provide the best experiences for our customers.

Tasked with managing the apprentice program across three states for an electrical contracting firm & initiating process improvements across the entire training function. Created and maintained training materials, tracked attendance, contributed to online newsletter, and conducted new hire orientation, OSHA/driver safety, and software training.Software Support:• PROCORE: Developed training materials, trained on software & served as primary support specialist.• LIGHTSPEED: Served as System Manager, eLearning Developer/Designer & served as User Support Specialist. • MICROSOFT: Provided training/user support for MS softwareKey Contributions:• Completely modernized the company training function; created an online training university utilizing Lightspeed software; managed accessibility and assignments, tracked learner progress, and reported to senior management.• Imported and converted Excel forms and reports into new electrical contractor software package (Procore); trained staff on Procore operations, resulting in upgraded ability to track all construction jobs in real time.• Overhauled system for tracking electrical apprentices through journeyman licensing (school enrollment, OA certifications, progress reporting, school invoicing, and reimbursements); achieved full compliance within one month, avoiding potential penalties for non-compliant processes.• Established and managed Grant Program; created grant proposals, obtained course approvals, and tracked funding to circumvent an underfunded department and make training options available to all employees for the first time. • Created and maintained training content and materials for new hire orientation to include software training, as well as introductions to the apprenticeship program and online university; gave new employees a working knowledge of systems, software packages, and career path support tools.

Promoted from Admissions Director role to develop and implement an effective legal compliance program, create and monitor sound internal controls, draft and revise company policies, and proactively audit processes, practices, and documentation to identify weaknesses. Managed all HR duties including recruiting, interviewing, orientation, and training.• Helped launch a first-of-its-kind online therapy business; contributed information, analysis, recommendations, and infrastructure support for admission-to-discharge processes with emphasis on client flow and new client screening.• Successfully ensured state and federal compliance.• Created all training materials; successfully hired and trained all licensed therapists to successfully use online software platforms for business and therapy sessions (We Counsel, G Suite, 8x8 Virtual Office, and DocuSign).

Formulated curriculum and managed partial hospitalization, intensive outpatient, and outpatient program content and scheduling for a new drug rehabilitation center. Multi-functional role included:Clinical Leadership:• Provided individual therapy using Cognitive Behavioral Therapy, Solution-Focused Therapy, Dialectical Behavior Therapy, and Motivational Interviewing; provided individual/family therapy and crisis intervention in person and via telephone.• Supervised of all clinical staff.• Facilitated didactic and process groups for patients with co-occurring disorders in PHP, IOP, and OP treatment programs.• Processed intake assessments, completed biopsychosocial (and other) assessments, and ongoing utilization reviews.• Created collaborative treatment plans with patients, performed case management services, and processed patient discharges. Audited and monitored clinical charts to ensure documentation compliance with DDFS. Training/Human Resources:• Oversaw interviewing and new hire orientation; maintained confidential personnel files and processed payroll.• Successfully grew the business; hired and trained all additional staff to accommodate increase in patient caseload.Accounting:• Developed a fully compliant accounting system; created invoices, processed expenses, and maintained/reported sessions with therapists, ancillary service specialists, medical assessments, and care changes for daily insurance billing.

Served as a support specialist for individuals in recovery population with co-occurring disorders.Process intake assessments, perform biopsychosocial interviews, and utilization reviews.Facilitate individual, family, and group counseling sessions utilizing CBT, DBT, and Motivational Interviewing.Create treatment plans, manage all case management issues, process discharging clients, and setup aftercare services.Responsible for maintaining clinical records based on agency policy and procedures. Conducted monthly chart audits of all clinicians’ patient charts to ensure compliance with DCF guidelines.

Retains Comcast customers by ensuring satisfaction, overcoming concerns, resolving customer complaints/concerns through active listening, empathy, professionalism, and problem solving. Act as a product consultant, promoting, recommending, and selling Comcast products and services. Appointed Team Sales Captain; charged with leading team sales initiatives to meet and exceed metrics. Lead team meetings; communicating team goals, and teaching sales techniques and product knowledge.

MT02 District MVP 2013, Top 5 in West Area.Appointed MT02 Ambassador (carry Area directives to the District level-improve & track).Consistently number 1 in DistrictNamed Qtr. 1, Qtr. 2, Qtr. 3, & Qtr. 4 Champion.Appointed Store Lead for Small/Medium Businesses.Broke 3 store sales records and 3 District sales records – driving competitive edge in our Region.Increased effectiveness of Wireless Workshops and increased revenue generated from them.Appointed Wireless Workshop Owner for District MT02; charged with promoting growth & increasing NPS.Member of New Employee Immersion Program – leading Team Selling Initiative increasing store Revenue.Appointed to Lead ProgramLeading Comcast Sales Initiative increasing orders month over month.Lead Friday morning meeting training sessions on various topics

Responsible for all operations and aspects of starting up and maintaining a successful business.Development, scheduling, and management of all training curriculum.Trained staff to effectively instruct students, and drive growth through membership & merchandise sales.Created and implemented impactful marketing print ads and radio commercials.Created and maintained dynamic company website.Successfully taught taekwondo, XMA, weapons, ground fighting, bully prevention, safety & self defense.

Developed training courses and materials.Conducted computer software training (up through advanced level) & Sign Language Classes.Consistently received the highest customer/student feedback ratings of the Instructor team.Increased training sales income by conducting highly effective classes.

Started as Geek Squad Agent - fixed computers and sold services.Promoted to Hiring/Training Coordinator, responsible for recruiting, interviewing, orientation, and training.Promoted to Assistant Supervisor of Precinct – supervising, training/coaching Agents, and driving sales. Under my supervision, our Geek Squad consistently ranked #1 in Region in Geek Squad Service Sales.Promoted to Home Office Supervisor – successfully ran and grew the $8 million computer department. Promoted to Operations Manager/Sales Lead to assist in launch of new store.Number one sales consultant for ten months running; then tasked to train entire team to replicate.Interviewing, hiring, new employee orientation, and training of all new employees to be effective salespeople.Conducted opening and closing store duties daily (accounting, stock counts, reports, etc.) Responsible for supervising, coaching and ensuring staff meet and exceed daily business matrixes.Established and maintained relationships with customers to maximize customer satisfaction ratings.Empowered to ensure all back-end operations were successful (purchasing, inventory, shipping/receiving, payroll, training, and new hire orientations).