Account Management - Customer Service Professional

DIANE YOUNG-JACKSON

Jacksonville, FL *****

***********@*****.*** 904-***-****

Willing to Relocate: Anywhere

PROFESSIONAL SUMMARY

Results-driven Account Management and Customer Service professional with 18+ years of experience across federal, insurance, logistics, and disaster response environments. Proven expertise in high-volume call center operations, regulatory compliance, account analysis, workflow coordination, and customer issue resolution. Adept at interpreting complex regulations, managing sensitive data, and improving operational efficiency. Seeking to contribute strong communication, analytical, and organizational skills in customer service or account management roles.

PROFESSIONAL EXPERIENCE

Contact Representative / Account Management

U.S. Department of the Treasury – Jacksonville, FL

July 2023 – December 2025

Managed 100–120 inbound and outbound calls daily, resolving complex taxpayer inquiries in a high-volume federal call center environment.

Interpreted and applied IRS tax codes to analyze accounts, determine corrective actions, and ensure regulatory compliance.

Processed refunds, calculated penalties and interest, and updated account records in accordance with federal guidelines.

Assisted customers with payment plans and payment processing, ensuring accurate eligibility determinations.

Maintained and verified sensitive customer demographic data while adhering to strict PII and security requirements.

Collaborated with cross-functional teams to meet quality, accuracy, and productivity benchmarks.

FEMA Disaster Claims Adjuster (Seasonal Contractor)

Vanguard Emergency Management

November 2014 – Present

Conducted on-site property loss inspections in disaster-declared areas in compliance with FEMA protocols.

Performed detailed damage assessments, documented findings, and prepared accurate reports for claim determination.

Identified questionable claims and escalated concerns through appropriate FEMA referral channels.

Delivered empathetic customer service during high-stress disaster recovery situations.

Educated policyholders on claims processes and resolved complex account-related concerns.

Transportation Assistant (JSPPO Clerk II)

Allen Corporation of America (Contractor) – Jacksonville, FL

April 2023 – April 2023

Coordinated government shipments by evaluating operational requirements and applying Federal Travel Regulations (FTR).

Prepared and maintained shipping documentation, including bills of lading and shipment manifests.

Briefed customers on regulatory shipping procedures and processing requirements.

Entered, tracked, and maintained shipment data within government systems with a high degree of accuracy.

Customer Service Representative (Medicare)

Private Contractor – Jacksonville, FL

October 2022 – December 2022

Handled high-volume Medicare and insurance calls while maintaining HIPAA and PII compliance.

Provided policy explanations, processed account updates, resolved billing issues, and documented all customer interactions.

Escalated complex cases appropriately to ensure timely resolution and customer satisfaction.

Maintained accurate records and ensured data integrity across systems.

Workflow Coordinator

CJ Logistics America – Jacksonville, FL

September 2022 – November 2022

Coordinated yard and dock operations, including inbound/outbound scheduling and bill of lading processing.

Maintained real-time trailer inventory through continuous system tracking and reconciliation.

Resolved escalated customer inquiries and supported technical job scheduling.

Managed 150+ calls per day while meeting strict service-level and performance benchmarks.

Identified workflow inefficiencies and supported operational process improvements.

Coordinator

Crowley Maritime Corporation – Jacksonville, FL

November 2017 – October 2022

Supported maritime operations through scheduling, monitoring, and data tracking activities.

Processed contracts, service orders, and address changes while ensuring regulatory compliance.

Collaborated with internal departments to ensure operational continuity and customer satisfaction.

Thrived in a fast-paced, team-oriented, high-volume environment.

EDUCATION

High School Diploma

Orangeburg Wilkinson High School – Orangeburg, SC

Online Logistics Coursework

University of Phoenix / Florida State College at Jacksonville

CORE SKILLS & COMPETENCIES

Account Management & Customer Support

High-Volume Call Center Operations

Regulatory & Trade Compliance (IRS, HIPAA, FEMA, FTR)

Data Entry, Analysis & Reporting

Workflow & Operations Coordination

Payment Processing & Account Reconciliation

CRM, ERP & Document Management Systems

Microsoft 365 (Word, Excel, Outlook, PowerPoint, Teams, SharePoint)

SAP, Sage, WMS, MRP, EDI

Inventory & Logistics Management

Customer Complaint Resolution

Scheduling & Calendar Management

Technical & Software Troubleshooting

Confidential Data Handling (PII)

Communication, Organization & Time Management

CERTIFICATIONS & CLEARANCES

Top Secret Clearance

Secret Clearance

HIPAA Compliant

Certified Notary Public

Professional in Human Resources (PHR)

BLS Certification

Driver’s License

Mediclear – V20260101-0937 (January 2026 – Present)

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