Customer Relations & Safety-Focused Operations Leader

Alicia T. Jackson

**** ****** **** **, *** ***, Snoqualmie, WA, 98065

318-***-**** *******.*****@*****.***

Professional Summary

Friendly, dedicated, and service-oriented professional with over two decades of experience in customer relations, team leadership, and operational safety. Proven track record of managing high-volume tasks, resolving complex customer issues, and adapting quickly to fast-paced environments. A collaborative team player with exceptional communication skills and a strong commitment to organizational excellence.

Core Skills:

Leadership & Supervision: Team management, conflict resolution, staff training, performance monitoring.

Customer Relations: Escalation handling, relationship cultivation, inbound/outbound operations, financial planning assistance.

Safety & Compliance: Regulatory guidelines (FAA, USPS, OSHA), PPE compliance, risk assessment, document security.

Operations & Tech: Data entry, data analysis, Microsoft Excel & PowerPoint, inventory management, electronic surveillance.

Professional Experience

Collection Agent Coast Professionals – Monroe, LA December 2022 – July 2025

Gathered and verified customer information while efficiently troubleshooting and resolving account discrepancies.

Assisted remote team members with operational issues to maintain departmental productivity. Cultivated strong customer relationships and assisted clients with financial planning to bring delinquent accounts current.

Delivered exceptional, professional service when handling high-stress customer interactions. Researched system databases to resolve complex account inquiries and meticulously documented all actions.

RCA Carrier United States Postal Service – Vicksburg, MS May 2018 – November 2022

Distributed mail efficiently in strict compliance with federal guidelines and postal procedures. Processed inbound customer requests, such as mail holds, and accurately executed the required paperwork.

Interpreted and handled sensitive documents with the highest level of security to maintain customer identity and federal safety standards.

Customer Relations / Team Leader G2 Secure Staff – Houston, TX June 2012 – April 2018

Guided, supervised, and motivated assigned aircraft cleaning teams in strict accordance with company rules and regulations.

Monitored workforce performance to ensure strict adherence to turnaround timelines and high-quality customer service standards.

Conducted pre- and post-shift briefings to deliver performance feedback, praise achievements, and clarify areas for operational improvement.

Maintained detailed daily logs of completed work and presented comprehensive reports to management.

CSR Safety Coordinator Brand Insulation and Infrastructure – Baton Rouge, LA January 2010 – May 2012

Managed the first-hand submittal of new commercial permits to the safety coordinator based on customer demand.

Evaluated and measured work areas to guarantee a safe and secure environment for employees, consumers, and potential buyers.

Championed a "Safety First" workplace culture by ensuring proper use of PPE and strict adherence to safety guidelines.

Resolved customer and project manager inquiries and complaints promptly via email and phone.

Customer Service Representative Convergys – Baton Rouge, LA May 2005 – January 2010

Serviced high volumes of Sprint customers within established, reputable timeframes. Negotiated and coordinated account activities, cellular plan adjustments, and upgrades for new and existing clients.

Provided technical troubleshooting for cellular devices, aiming for first-call resolution to maximize customer satisfaction before routing to specialized departments. Station Agent (CSR Level III) American Eagle Airlines – Baton Rouge, LA December 2002 – May 2005

Secured necessary documentation, clearances, certificates, and approvals from local, state, and federal agencies.

Collaborated directly with flight and ground crews to achieve safe, prompt aircraft turnarounds. Maintained flight routes, itineraries, and accommodation details utilizing the Shares portal. Provided accurate ticketing, reservation services, and courteous baggage/airfreight handling for the general public.

Education & Certifications

Certification in Emergency Medical Services (2011 – 2013) South Louisiana Community College – Baton Rouge, LA Bachelor of Science in Anthropology (2000 – 2007)

Louisiana State University – Baton Rouge, LA

High School Diploma (2000)

Ouachita Parish High School – Monroe, LA

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