JAMEKA HILL
Wakefield
Summary
Driven Direct Support Professional with strong dedication to assisting individuals in achieving their highest potential. Adept at creating supportive and collaborative environment that fosters independence and well-being. Demonstrates deep understanding of empathetic communication and patience, essential for building trust and effective advocacy. Skilled in working closely with diverse populations, ensuring personalized care and support tailored to each individual's unique needs.
Overview
8
8
years of professional experience
Work History
Direct Support Professional
Providing Ease LLC
Waverly, VA
04.2025 - Current
- Provided compassionate and patient care to individuals with disabilities in a residential setting.
- Assist clients with activities of daily living (ADLs), including personal hygiene, dressing, grooming, meal preparation, medication, and mobility assistance.
- Support clients in achieving individualized goals through community outings, life skills training, and in home recreational activities.
- Maintain detailed documentation of daily progress, incidents, and services provided in compliance with company policies and state regulations.
- Engaged in crisis intervention techniques when needed in order to de-escalate situations quickly and safely.
- Implemented individualized behavior plans designed to reduce challenging behaviors while promoting self-advocacy and independence
Member Engagement Coordinator
Benelynk
Remote
09.2021 - 09.2024
- Assist Medicare and Medicaid members with accessing benefits and overcoming Social Determinants of Health barriers through inbound/outbound calls.
- Met daily/monthly metrics for enrolling members in relevant programs, often through persuasive.
- Successfully assisted 6,000+ members by September 2023, playing a key role in achieving the company milestone of one million members assisted and driving organizational growth.
- Accurately log calls and member information in CRM systems.
- Follow state/federal regulations and company scripts.
Sr. Risk Coordinator
Capital One
Remote
12.2018 - 08.2021
- Handle inbound/outbound calls to customers in order to negotiate payment arrangements. While also helping customers understand their obligation and options.
- Use empathy, transparency and problem-solving skills to guide conversation and find workable solutions.
- Manage escalated issues and complaints, applying de-escalation techniques as needed.
- Maintain clear and complete documentation of customer conversations and actions taken.
- Follow Capital One procedures, guidelines and compliance standards during every interaction.
- Acknowledged in 2019 for demonstrating exceptional influence, leadership and team impact.
Education
Bachelor of Science - Sociology
Norfolk State University
Norfolk, VASkills
- Empathetic and Active Listening
- Strong Verbal and Written Communication
- Time management and Organizational Skill
- Customer Relationship Management
- Remote Collaboration Tools (Slack, Zoom, Teams)
- Quality Assurance
- Conflict Resolution and De-escalation
- Data Entry and Documentation Accuracy
- Knowledge of Products and Services
- Multi-channel Communication (phone, email, chat, sms)
- Performance Metrics and KPIs
Timeline
Direct Support Professional
Providing Ease LLC
04.2025 - Current
Member Engagement Coordinator
Benelynk
09.2021 - 09.2024
Sr. Risk Coordinator
Capital One
12.2018 - 08.2021
Bachelor of Science - Sociology
Norfolk State University