Customer Service Front Desk

Shontell S. Jackson

**************@*****.***

**** *. ****** ****., *** 201, Delray Beach, FL 33484

P: 630-***-****

Objective

Experienced in information technology, software training and consulting professional. Skilled at analyzing business needs and implementing system requirements. Proven expertise in customer service and product knowledge training. Experience

Baptist Heath of South Florida Boca Raton, FL

Patient Access Associates (Clinics Floater) and Insurance Verification Specialist, March 2023 to Present Responsible for patient’s front desk full patient check-in process prior to their visits with the medical provider. Being certain the patient’s registration information is accurate and process any changes in a timely manner to assist with the flow of patients being seen that day. Assisting and supporting other clinic and hospital staff members to be sure the front desk is managed and run properly. Also, responsible for patient’s medical insurance verification/information for their authorizations/referrals and making sure referrals are correct and received prior to the patient’s appointment with the specialist they’re scheduled to visit with. University of Miami Medley, FL

Customer Service Representative/Outpatient Scheduling, August 2022 to January 2023 Registering, scheduling, and transferring callers and patients to their requested departments. Scheduled patients for provider appointments and sent escalation emails when needed. Responded to patients’ appointment inquires, concerns and requests. I successfully took 70 to 95+ incoming calls daily from patients, insurances companies and other provider offices regarding patients’ medical records and billing questions using our EPIC patient scheduling system. NYU Langone Health Boynton Beach, FL

Access Center Representative, March 2020 to August 2022 Welcoming and scheduling patient appointments and answering general inquiries, concerns and requests. Taking incoming calls from hundreds of patients, contacting their providers and staff members about their appointments, and instilled loyalty and confidence by meeting each patient’s needs using our dynamic EPIC patient scheduling system. NYU Langone Health Boynton Beach, FL

Project Assistant, October 2020 to December 2020

Supporting and assisting supervisors, managers, and co-workers, with basic and complex administrative tasks via EPIC. These tasks include projects such as ordering and distributing supplies, as well as setting up interviews for potential new hires. Maintaining excel files for department meetings, and co-workers’ probation periods, and job anniversaries. ACG – Advanced Communications Group Boynton Beach, FL Sales Representative (AT&T Products and Services), 2017 to 2020 Contacting and serving as sales leader, I am the front-line to the company. I contact thousands of customers about their current business needs for phone, internet and mobile services. Serves as a knowledgeable resource to customers and team; meets and exceeds daily and weekly contact goals and sales.

Bed, Bath & Beyond Boynton Beach, FL

Sales Consultant, 2015 to 2021

Serves as a sales associate for customer service and sales to promote customer satisfaction. Promote Bed, Bath & Beyond products and responsible for product information to ensure customers are happy with their purchases. Pier 1 Boynton Beach, FL

Sales Leader/Sales Consultant, 2015 to 2018

Performing and serving as sales leader, building satisfaction with each customer that enters the doors of Pier 1. Committed to customer concerns and inquiries during their shopping experience. Responsible for opening and closing procedures which includes taking deposits to the bank. Serves as the associate coach and manager on duty for customer service and selling needs. Shontell S. Jackson

Ceridian Corporation Rosemont, IL

Implementation Consultant, 2010 – 2011

Provided a consultative approach to the implementation projects, guiding the customers through the payroll process life cycle by conducting internal testing to ensure Ceridian’s products met their payroll business requirements. Served and advocated for the customer’s business needs within the internal Ceridian team of specialists. Servicing daily as the primary customer liaison throughout the project by researching and resolving the customers: software, technical, business and operational requests.

Worked within aggressive project deadlines, achieving deliverables on time, delegating or recruiting assistance where necessary to consistently deliver reliable results to each customer by utilizing quality assurance standards. Lady Alexandra Skincare Systems Chicago, IL

Virtual Consultant, 2007 – 2010

Managed and organized company’s website daily in order to be sure that approximately all 40+ skincare product orders received daily via the website are accurately completed and shipped to the 500+ customers. Assisted and instructed the 500+ customers on the working knowledge of the company’s website. The customer support that’s provided daily is help the customers when submitting skincare orders via the website. Automatic Data Processing (ADP) Elk Grove Village, IL Data Conversion Specialist, 2003 – 2007 and Technical Consultant, 1999 – 2003 Extracted and converted employee’s HR/Payroll data from client’s system to be imported in to ADP’s payroll systems with the use of various conversion tools such as Excel and Monarch. Managed and organized workload efficiently and effectively to ensure the timeliness of client’s data and met specifications of multiple data conversion work orders submitted by Implementation Specialists/Consultants. Participated on various ADP acquisitions of approximately 300+ data conversions; the conversions included approximately 50 – 250+ employees per data conversion. Created and presented procedures for the Data Conversion team on software tools, extracting data and best practices (World Class Services.)

Set up and created custom reports per client’s requests. Reports were created based on the client’s business needs. Creating custom reports also included working with clients as well as the 3rd party vendor to ensure that all report requirements were met. Performed tests, researched and did troubleshooting PC/Payroll and ReportSmith reporting issues. Also, provided updates on these issues to the perspective teams/departments.

Skills

Worked with multiple payroll customers throughout the software implementation cycle. Starting with business requirements gathering; through configuration testing and traveling to client’s locations for their live payroll runs to ensure successful product configurations.

Contacted 20+ Human Resources & Payroll application clients weekly to extract/convert their HR/Payroll data; the existing clients were operating on HR/Payroll systems such as ADP Dealer Services, Paychex Solutions, Ceridian and Intuit.

Microsoft Works/Word/Excel/Access/Project/Power Point Managed and facilitated hands-on product and services education for clients developing customized best practices based on individual customer needs.

Managed the multiple Data Conversion assignments/projects effectively and delivered extraordinary customer service to both external clients and internal Implementation Specialists/Consultants.

Managed 100% delivery of accurate data conversion files to ADP’s Implementation Specialists/Consultants. Each data file consisted of approximately 50 – 1200+ employees.

Education

Mundelein College of Loyola University, Chicago, IL Bachelor of Arts

• Business Administration

• Management Information Systems

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