Gwenda Jackson

Lancaster, TX *****

ad278u@r.postjobfree.com

+1-214-***-****

Enthusiastic and Independent Worker who display empathy as well as sympathy Authorized to work in the US for any employer

Work Experience

Insurance Specialist

Exeter Finance LLC - Irving, TX

October 2020 to Present

Responsible for titles liens and ensure car payments were timely. Assisted dealers, insurance companies, with total loss on vehicles. Educated customers with simple interest contracts, and Gap coverage. Handled early and late stage accounts. Minimum of two (2) years + of experience in banking, technical support, customer service or related fields

• Experience working in the credit card processing Health Concierge

Aetna - Arlington, TX

May 2019 to December 2020

Answers questions and resolves issues as a “single-point-of-contact” based on phone calls, plan sponsors, PSS/ISO, members and providers.Provides customized interaction based on customer preference and individualized needs, creating an emotional connection with our members by understanding and engaging the member to the fullest. Fully understands the member’s needs by building a trusting and caring relationship with the member. Provided customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools, etc.Uses customer service threshold framework to make financial decisions to resolve member issues. Educates and assists customers on various elements of benefit plan information and available services created to enhance the overall customer service experience. Worked closely with physicians and staff to schedule appointments foe customers if needed.

Customer Service Associate

City of Dallas - Dallas, TX

August 2016 to May 2019

Assist Dallas residents with their new or existing Dallas Water Utility accounts. Ensured all accounts rather

commercial or residential are paid timely, worked in accounts payable. Consumption is read correctly, meters are operating properly water and sewer and handled in a timely manner on all service orders documented in SAP, spreadsheet, or dispatch. Experience with work order ticketing system

• Maintained up-to-date knowledge of customer accounts

• Explained products and benefits

• Confirmed payments, refunds, etc.

• Resolved payment and order disputes

• Provided excellent technical support

• POS

• Responded to inquiries and issues

• Conducted customer service surveys

• Collected and documented orders

• Inventoried spreadsheets

Contact Representative

DEPARTMENT OF TREASURY - Dallas, TX

October 1999 to July 2016

Directed customer inquiries and complaints to necessary divisions

• Utilized computer systems and applications to access, update, and retrieve data,

• Provided direct and personal service to the public

• Maintained security and confidentiality of records, equipment, or computer access utilized work order ticketing system

Mandated tax laws, setup payment arrangements as well as filed liens or levies on accounts over $25k Acting team manager for 1 year a team of 16 representatives conducted regular monitoring, team meetings, and time keeping

Trained a group of 5 representatives for a pilot program that sought delinquent taxpayers who were evading IRS and had a balance of $50k or more

Remittance Processing Accounts Receivable

BANK OF AMERICA - Dallas, TX

February 1997 to October 1999

Separated each tax type according to morning & afternoon deadlines Team lead for a group of 10 employees in which we:

• Negotiated checks with the enclosed invoice manually or by using OPEX 50/51 machine

• Responsible for all accounts payable, verified payee according to the customers standards, bundle checks and invoices into batches

• Transferred checks for data/image capture

• Performed data entry entering customer specific data, fix scan line Education

Bachelor's in Business Management

Grambling State University - Grambling, LA

Skills

• Call Center (10+ years)

• Customer Service (10+ years)

• Customer Support (10+ years)

• Experience with work order ticketing system (10+ years)

• HIPAA (4 years)

• SAP (3 years)

• Microsoft Powerpoint (10+ years)

• Administrative Experience

• SAP (3 years)

• Technical Support

• Microsoft Publisher

• Microsoft Outlook (8 years)

• Negotiation (10+ years)

• Microsoft Office (10+ years)

• Accounts Receivable (8 years)

• Team Management

• Sales

• Quality Assurance

• Accounts Payable (5 years)

• Management

• Medical Scheduling

• Documentation review

• Software troubleshooting

• Microsoft Excel

• Computer Networking

• Microsoft Windows

• Help Desk

• Active Directory

• Network Support

• Operating Systems

• Troubleshooting

• LAN

• Microsoft Windows Server

• Desktop Support

Additional Information

SKILLS

Certified with FEMA

QUALIFICATIONS

• Accounts payable

• Able to do all clerical duties such as filing, typing, data entry, photocopying, and customer service

• Able to answer to telephone calls, emails, using fax machine, and other office equipment

• Excellent communication and writing skills

• Proficient with computer skills such as MS Excel, Outlook, PowerPoint, Publisher, Word, and SAP

• Able to work independently and in cross-functional teams

Contact this candidate