Alisha M. Jackson

**** ******* **** ****, ****, TX 77449

E-mail: acgfyt@r.postjobfree.com

Cell: 832-***-**** or 713-***-****

Objective: Seeking a full time administrative or helpdesk call center support position at a secure company where

I will utilize my acquired knowledge and skills to ensure goals and service levels are met.

Education: Kaplan University, Davenport, IA., Associate of Applied Science in CIS Degree, Received 12/2010

Honors: President’s List

Certificates: Helpdesk Analyst Certification, Helpdesk Institute, N.O., LA., Currently Pursuing.

A+ Certification, CompTIA Certification Program, N.O., LA., September 2003

Skills: Customer Service, Administrative, High Volume Call Taker, Data Entry, Communication, Trainable.

Computer Literate: Hardware\Software Troubleshooting, MS Windows, Outlook, Word, Excel.

Helpdesk Knowledge: Active Directory, MS Exchange, Remote Utilities, Ticketing Systems, Citrix.

Experience: Service Coordinator, Power Pro-Tech Services, Houston, TX, 03/14 – 9/14

Answered over 50 calls daily and helped engineers with completing service requests.

Coordinated with field engineers, clients, and customers to complete work prior to deadlines.

Followed up on service calls, paid attention to detail, and escalated any urgent issues or problems.

Supported field engineers with interpreting reports and field documents for quick resolutions.

Developed strong work relationships with co-workers and clients to help achieve company goals.

Maintained data entry logs of OWR for field engineers and customers online portals.

Used excellent listening skills to dispatch service calls to vendors and various clients.

Processed company invoices in the system and monitored and corrected invoice errors.

Created purchase orders and processed data entry information with accuracy.

Utilized strong organizational skills to prioritize work tasks and analyzed service reports.

Worked in a fast paced environment and was able to maintain professionalism and perform well.

Office Receptionist, Health Bridge Children’s Hospital, Houston, TX, 10/13 – 03/14

Responded to over 60 calls while operating a multiline phone system to assist patients.

Provided excellent customer service to patients and clients upon arrival to the facility.

Utilized the Vision hospital application to input payments for inpatient and outpatient services.

Assisted the general admissions coordinator with inpatient duties and signed in patients.

Verified insurance eligibility and communicated hospital fees to patients for in\out of network.

Created admit and discharge reports in Vision and organized patient records appropriately.

Worked with the House Supervisor to help setup preparations for newly admitted patients.

Paged doctors on high priority and critical matters regarding CPS/special case patient calls.

Communicated with co-workers and patients using Microsoft Outlook and updated appointments.

Prepared reports for daily morning staff meetings including updates for department heads.

Gave updates to immediate supervisor on any patient admits, bed transfers, and discharges.

Office Administrative Assistant, R.T.C. Providers, New Orleans, LA, 01/08 - 10/13

Responded to over 30 incoming calls daily providing excellent customer service.

Followed up with clients regarding appointments as well as solving scheduling conflicts.

Made identification cards for employees and explained medical benefits to clients.

Performed general duties and logged critical data into the company MHRSIS billing system.

Troubleshot and resolved computer hardware and software problems for employees.

Fixed printer paper jams in the office and contacted vendor to replace toner cartridges.

Helped employees access the Magellan Citrix site to input general patient notes.

Reformatted computers for systems that crashed and that was not under any current warranty.

Setup manager’s computer where she can remote to her computer and work from home.

Utilized proper phone etiquette and handled irate clients and patients with respect.

Updated the company website frequently to post company events such as seminars.

Registered employees for teleconferences and training through the MHR website.

Assisted Director in tracking and monitoring employee hourly assignments.

Created employee and client orientation handbooks as well as business forms for office use.

Updated agency manuals in preparation for CARF Accreditation for auditing purposes.

Recorded meeting minutes for monthly staff meetings.

References: Available upon request.

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