Call Center Customer Service

Myesha M. Jackson

**** ********* *****, ****** ******* GA 30122

*************@*****.*** 404-***-****

Highly organized, detailed-oriented individual seeking a position in which will utilize my management skills and leadership. I also have experience as a customer service supervisor, inspector, claim adjuster, cancellations, collections.

One Main Financial (Contract)

Collection Manager June 2022-January 2024

Review and evaluate delinquent accounts, determine appropriate action to be taken in accordance with the companies, policies, and legal requirements.

Communicate with customers regarding their outstanding debts, negotiating, payment, plans, settlements, or other resolutions.

Develop an implement strategies to improve collection, processes, and maximize revenue.

Manager accounts and develop plans to collect overdue payments.

Handle customer complaints, negotiate payment, arrangements, offer assistance to customers.

Provide statistics, data analysis, and reports on progress of the collections department.

ADP payroll, coaching, training on new materials.

Prepare and analyze reports to identify trends and recommend strategies.

Safe Guard Properties June 2022- December 2023

Field Inspector

Inspect to verify the occupancy status of properties for mortgage companies and take photos to show the overall condition

Inspections include insurance surveys, occupancy verification, contacts with door hangers, insurance losses, and vacant interior and exteriors

Santanna Energy (remote) Contract December 2022-March 2023

Insides Sales Manager

Improved call center sales by 40% in less than 2 months

Successfully completing our comprehensive sales training which includes product knowledge, salesmanship, and our software systems

Consistently perform on a variety of key performance indicators including, exceeding sales goals, customer service and meeting quality assurance requirements

Advising agents to build rapport and connect with potential customers – aims to turn every call into a sales opportunity

Running reports on production, attendance, adherence

Improved call center sales by 40% in less than 2 months

Excellent communication skills

Great listening skills and customer focused sales approach

Flexibility and versatility in problem analysis and resolution

Ability to stay composed and objective.

California EDD November 2020-November 2023

Call Center Supervisor - Unemployment Claims (remote) Contract

Supervise the work of case management case; ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed

Review staff work, ensure SLAs and requirements are met

Evaluate front-line staff performance and recommend appropriate action including disciplinary action in partnership with Project Leadership and HR

Escalate employee concerns, issues, complaints, and patterns of behavior to Project Leadership and HR

Ensure project compliance with all operational requirements of the contract as well as policies

Other duties and responsibilities as assigned

Supervising over 25 agents

Payroll for all agents on my team as well as absent supervisors

Nesting training for Misconduct, Voluntary Quit, Wages for new agents

Running reports on production, attendance, adherence

QUANTUM 3 MEDIA October 2020 -April 2022

Charlotte NC (remote)

Recruiter/Hiring Supervisor

Develop and maintain strong relationships with management.

Work together to scope open positions and determine what a successful candidate will look like for their team.

-Be proactive in identifying candidates utilizing multiple strategies (online databases, social media,

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all call center objectives, performance standards, and managing workflow.

Training new hires

Creating and managing team schedules.

Reporting to HR and senior management.

QUANTUM 3 MEDIA October 2020-April 2022

MS TRANSFER SUPERVISOR (remote)

Charlotte, NC

Responsible for the supervision over 300 agents and coordination of the day-to-day activities of the Government Patient Accounting Department Medicare, Medicaid, Charity, Secondary billing, and follow up.

Coaching Agents on performance

Call Audits

Running daily reports

Training on new Scripting

Controlling the outbound dialer

SAFE-GUARD PRODUCTS INTERNATIONAL LLC August 2016- September 2020

Atlanta, Georgia

Call Center Operation Supervisor

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all call center objectives, performance standards, and managing workflow.

Training new hires

Creating and managing team schedules.

Reporting to HR and senior management.

Evaluating performance and providing feedback.

Identifying and applying career advancement opportunities.

Helping to resolve employee issues and disputes.

Inspections Adjuster 3

Reviewed claims for approval for various special OEMs (Hyundai Protection Plan, Toyota

Financial Services, Enterprise) to process their inspections. Adjudicate all incoming and outgoing correspondences (calls, emails, faxes, etc.)

Review pertinent documents regarding all claims for prompt approval or denial of the claims.

Claims Adjuster 2

Read, comprehend, and explain contract full terms and conditions.

Adjudicate all incoming and outgoing correspondences (calls, emails, faxes, etc.)

Review pertinent documents regarding all claims for prompt payment.

Denials- explains and defend per terms and conditions.

Provide customer support to dealerships in resolving claims due to product adjustments,

Communicate with all levels of the organizations, work with reps to evaluate and identify products and work to provide immediate resolution to multiple claims.

Ensure accuracy on cheques and payments to customers.

Keep record of the phone call and transmits claim information to customers, dealership, and/or

repair facility

Order appraisals when claim is over a certain amount or possible fraud.

Adhere to Quality Assurance Guidelines

Provide guidance to dealership personnel.

Cancellation Processor

Guided worked with special OEMs (Hyundai Protection Plan, Toyota

Financial Services, Enterprise) to process cancellations request on an as need bases.

Consulted with customers on the processes and procedures that allowed for a successful client.

relationship and overall increased in quality assurance productivity.

Guided my team to process for cancellations, researched dealer verification and compliance.

with the Safe-Guard Products and collaborated closely with our Underwriting department

Responsible for training new employees while maintaining a quota of 80-100 for our CMS Imaging system and Cancellations Service Level Agreements.

Met a level of expectation, 24-48 hours, for the dealerships, agents, customers or finance.

companies that Adapt knowledge of terms and conditions on contracts for GAP, VSC, and

Tire departments.

Kemyja Call Force KCF Call Center Manager - June 2008-August 2016

Hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all call center objectives, performance standards, and managing workflow.

Training new hires

Creating and managing team schedules

Be an Effective Role Model

Performed statistical analysis for each individual agent providing coaching to insure adherence to statement of work.

Developed process efficiencies to improve quality, moving my team's performance from 90% to 96.25%

Manage, process, and review timesheets, payroll, and daily attendance of Call Center employees.

Responsible for Annual Employee Reviews and Evaluations for Call Center Reps.

Generated preventative maintenance, executed, and reviewed all account audits and monthly operating reports for eight various clients.

Monitor all system output to ensure the integrity and quality of each report

School

Kaplan University

AAS in Paralegal Studies-2014

BA Criminal Justice- 2016

Kennesaw State University - Kennesaw, GA 2009-2010

Medical Billing and Coding Specialist

Medical Office Assistant

Kennesaw State University-Kennesaw, GA

Skills

Field Inspector, Notary, Loan Signing Agent, Collections, Negotiating, Leadership, Conflict Management, Data collecting, Avaya, Salesforce, West Law, Lexis Nexis, ADP, Microsoft Office, Outlook, Calendar, Switchboard operations, 10 key, ASD, IOS, CMS, Finesse, SG Connect, AWS, NICE, SharePoint, Unysis, VCC, OTECH, Cubs, Fieldglass Payroll, Workday, TPV, Convoso, Teams, Zoom Meetings,EOS, CRM, SAP, SafeView Inspect, Inspector ADE, Citrix

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