Customer Service Data Entry
Resume:
LACY
JORDAN
*************@*****.***
Grand Prairie, TX 75050
SKILLS
Customer Service Specialist
Management
Leadership
Live Chat
Technical Support
HIPAA
Salesforce
Data Entry
Medical Terminology & Coding
Interviewing / Onboarding
CRM software
SQL
Analytical and Critical Thinking
Salesforce
SharePoint
Planning and Coordination
Reporting
Enrollment
Marketing & Research
Sales
Forecasting
Human Resources
Hospitality
Telemarketing
MS Office Proficient
Google Suites
Oracle HCM
EDUCATION
Texas A&M
Houston, TX
Masters – Business
Bachelors
Associates
CERTIFICATIONS & LICENSES
Real Estate License
CompTIA+
CompTIA Network+
Property & Casualty License
CADC
PROFESSIONAL SUMMARY
Highly experienced and versatile professional, seeking opportunities in various industries such as administration, business development, management analysis, and quality assurance. With a strong background in roles such as senior management analyst, leadership, administrator, assistant director, and customer specialist, I have developed a diverse skill set including collaboration, mentoring, and strategic partnerships. I have a passion for empowering others and employee engagement and have demonstrated my expertise in remote work and virtual environments.
WORK HISTORY
Terminix - Senior Coach
01/2023 – Current
Responds to inbound calls and engages in email correspondence with clients to directly answer questions and address complaints
Address and respond to sensitive situations.
Perform other duties as assigned and when needed.
High knowledge of policies and implementation.
Work closely with partner teams to keep up to date on process changes, partner for quick resolution of cross-functional issues, and consult to improve processes.
Build customer trust through empathetic personalized conversations.
Track customer interactions and conversations to optimize speed and efficiency on phone calls
Facilitate a comfortable learning environment to keep stress and pressure levels low for entry level representatives
Beyond Financial Solutions Inc. – Client Success/Settlement Coor.
08/2019 - 01/2024
Mastering the process to add and remove tradelines and restoring credit
Finding root cause by building rapport with clients
Take ownership of employee contacts, ensuring that each contact is accepted and resolved with a high degree of customer focus.
Receive queries via phone, email or chat and log contacts into the shared service case management system.
Build customer trust through empathetic personalized conversations.
Work cross-departmentally with a teammate first approach
Process payroll through ADP, correcting errors utilizing Oracle HCM
Onboarding, training, and hiring process and expectations
ADT Security Services – Commercial Dispatcher
04/2019 - 12/2023
Dispatch alarm, document file, disposition call according to account specification
Utilize a variety of software tools to navigate customer accounts, research and review policies and communicate effective solutions in a fast-paced environment.
Dispatching to agency using MMM & MMB
Perform QA monitoring of calls and email to assess associate performance level and conformity to the company policies and procedures.
A Place for Mom – Chat Senior Advisor
01/2021 – 09/2023
Connect via chat to assist with tours and assist with questions during the process.
Build rapport with the family and client
Assist with all required documentation that is needed for move in
Oversee clients transition into facility and perform follow up with weekly check ins while client is in the transitional phase
Blue Cross Blue Shield - Utilization Review Specialist
06/2016 - 10/2022
Regulation and case research as well as input of precertification requests into system
Converse with health care and medical providers to resolve authorization issues
Collaborate in the development presentation and training materials
Provide assistance to long term care department
Follow established guidelines/procedures.
Arise Platform – Turbo Tax/QuickBooks – Customer Specialist
01/2017 - 12/2021
Assist customers with filing their tax returns
Communicate with clients via chat, emails, and phone
Review all client documents for accuracy
Build rapport with client by providing excellent customer service ensuring repeat business.
Brink’s Home Security – Supervisor / Collections / Retention
03/2015 – 09/2017
Conflict resolution, problem solving, enforcing regulations and behavior codes and assigning task
Retention, cross selling, upselling
Facilitate training
Collect on past due accounts, send out letters and make calls setting up payment plans
Carleton Management Services – Leasing Manager
03/2013 – 08/2017
Directly supervises the Assistant Manager, Leasing Professional (s) and Service Team employee for all
departments.
Operating the property within the financial guidelines, i.e., the budget, established by the COO and President.
Daily physical inspections of the property and direct supervision of the service, grounds and custodial personnel.
Responsible for the final interviewing/hiring of all property employees under the direction of the Regional Manager
Responsible for generating reports as required by Corporate Management.
Responsible for insuring that all personnel respond to resident requests or complaints in a timely
.
Contact this candidate