Customer Service Support

Robert Jackson, IV

********@*****.*** 305-***-****

linkedin.com/in/robert-jackson-08394098

Summary

I have been working in the Customer Service industry since 1984 and have been involved in every aspect of the business.

Experience

Customer Service Manager

SimplyInsured

Mar 2022 - Mar 2023 (1 year 1 month)

In this position I lead and coached a team which included 3 Team Leads and 17 Customer Support Representatives focused on meeting and achieving an overall CSAT of 92-95%, for over 8 consecutive months. I worked to inspire the team to meet very specific metrics including SLA's and KPI's. The team is focused on successfully assisting employers via inbound, outbound calls and live chat using Salesforce. We worked with the employers to enroll their employees in health insurance via the SimplyInsured platform. I was challenged to address BBB complaints, to take escalations and to train new employees. I am a leader who contributes to review customer support roles and processes.

Project Manager (uncertified)

Kingdom Harbinger

Jan 2021 - Mar 2022 (1 year 3 months)

Volunteer PM Supervisory responsibilities to include the coordination and completion of projects in a timely manner within scope and budget. Supervision of up to 8 - 10 project managers.

Customer Service Manager Artech L.L.C.

Mar 2020 - Mar 2022 (2 years 1 month)

Work on contract basis to Accenture Service on a project for Kansas Department of Labor in response to Covid-19 Pandemic. We managed inbound customer calls and outbound follow up calls to assist claimants to file their claims. I also facilitated the investigation, process and payment of unemployment benefits for the residents of Kansas.

Insurance Authorizations Specialist/ Customer Service Rep

Continuum Services, LLC

Jul 2018 - May 2020 (1 year 11 months)

Current responsibilities include working with patients via inbound calls with out of warranty St. Jude Neuromodulation devices to facilitate replacement. We completed the replacement process by acquiring prior authorizations using outbound calls to patient’s insurance carriers.

Answers inquiries from customers and clients and documents interaction within Brightree database.

Represents Continuum to internal and external customers and clients to assure a high level of customer/client satisfaction.

Maintains customer/client information in accordance with HIPAA, PHI and regulatory requirements. Plans and implements office systems, filing systems and manages customers, clients and sales orders in Brightree.

Inputs prescriptions (e.g., CMNs) in Brightree and is responsible for obtaining customer approval/signature. Compares client requests against signed prescription and obtains updated prescription from customer if necessary.

Generates sales orders in Brightree for wound care supplies and ships wound care supplies to clients.

Follows up on delivery information and updates Brightree as appropriate.

Maintains thorough and accurate records of work performed.

Maintains knowledge of and adheres to processes, policies and procedures. Escalates issues as necessary for guidance from others.

Senior Advisor iOS Tier 2

KellyConnect Contact Center Solutions

Jul 2016 - Jul 2018 (2 years 1 month)

Xbox Support

Sutherland

Oct 2014 - May 2016 (1 year 8 months)

Education

Hebraic Institute

Bachelor of Arts - BA, Theology/Theological Studies

Florida State College at Jacksonville

Skills

Customer Service

Direct Sales

Account Management

Managed Care

Healthcare

Sales Presentations

Team Building

Sales Process

Medicare

Health Insurance

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