Jelayna Carrasquillo-Smith

About

I have a foundation in client management, business process optimization, and data-informed strategy, I’ve spent my career driving meaningful outcomes through insight-driven communication. Today, I bring that experience to freelance copywriting, brand messaging, and mentoring—helping mission-driven businesses clarify their voice and professionals grow with confidence. Whether I’m writing copy that connects, building content strategies that convert, or guiding individuals through career transitions, my approach is grounded in clarity, empathy, and results. I specialize in: Copywriting (web, email, product descriptions, brand storytelling) Content strategy + calendar planning (wellness, lifestyle, mission-led brands) Brand messaging development + voice guides Mentoring early- to mid-career professionals in client success & operations Customer journey mapping + workflow clarity Digital product development (eBooks, reflection guides, templates) I’m passionate about helping people feel seen—whether that’s through words, strategy, or support. If you’re looking for a creative, collaborative partner to shape your story or elevate your systems, let’s connect.

Experience

• Assistant Clinic Manager & Marketing Manager · WISCONSIN MEDICAL GROUP2023-02-01 – 2024-11-01

  - Oversee client relationships, guaranteeing satisfaction by implementing personalized onboarding procedures and utilizing data-driven insights. - Boosted client satisfaction by 10% by streamlining processes, improving internal workflows, and refining patient engagement strategies. - Utilized PrognoCIS CRM to analyze patient data, implement text reminders, and achieve a 15% reduction in no-shows for physicians. - Led the development and communication of strategic insights to leadership, resulting in impactful process improvements that significantly boosted client engagement and satisfaction. - Actively mentored team members, enhancing service delivery and ensuring operational excellence aligned with client needs, resulting in measurable improvements.

• Student Account Specialist · Alverno College2022-09-01 – 2023-02-01

  - Optimized payment processes for student accounts, enhancing efficiency in B2B financial management operations. - Addressed billing inquiries and account discrepancies with precision, ensuring confidentiality and accuracy, resulting in improved payor satisfaction. - Collaborated with cross-functional teams to resolve student account management issues, utilizing strong organizational skills and meticulous attention to detail to navigate complex challenges effectively.

• Workers Compensation Paralegal · Tabak Law, LLC2020-09-01 – 2022-09-01

  - Managed client relationships during litigation, ensuring exceptional support by keeping clients informed and addressing concerns promptly. - Streamlined documentation processes, enhancing accuracy and team collaboration in client case management. - Collaborated with healthcare providers and legal teams to securely handle sensitive information, strengthening stakeholder relationships. - Analyzed case data to identify trends and ensure regulatory compliance, facilitating effective decision-making and client strategy. - Organized case records and implemented best practices for data management, leading to faster response times and improved client satisfaction.

• Assistant Store Manager · Goodwill Industries of Southeastern Wisconsin, Inc.2020-02-01 – 2020-09-01

  - Managed all store recruitment and training programs, selecting top candidates and reducing turnover while enhancing team readiness. - Streamlined onboarding processes, resulting in a 30% reduction in time and boosting overall team efficiency. - Utilized Power BI to analyze performance metrics, driving a 10% increase in employee productivity. Partnered with HR to manage performance reviews and compliance, fostering a motivated and high-performing team environment.

• Retail Supervisor · Goodwill Industries of Southeastern Wisconsin, Inc.2012-05-01 – 2020-02-01

Education

• University of Wisconsin-Milwaukee
• University of Wisconsin-Milwaukee

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