Customer Service Representative

Joycelynn Jacobs

*** ***** ****** ******, ** ****3 256-***-**** *********.*.******@*****.***

Objective

Highly motivated team-oriented professional. Showcasing organizational and analytical skills used for intricate and in-depth problem solving, while producing results that are both detail oriented and above pre-set goals within deadlines. Still possessing the soft skills required to interact with a number of people from diverse backgrounds in order to achieve short and long term goals.

EDUCATION

Alabama A&M University – Normal, AL

Bachelor of Science 2010

EXPERIENCE

Telephone Recovery Specialist

Uptain Group Inc. Huntsville, AL 2012-Present

Provide clerical support to assist other billing agents in collection matters.

Use MS Office Suite daily in order to manage calendars, coordinate phone calls, and collect funds on hundreds of medical accounts.

Reached company-wide goals of speaking with over 131 patients daily and collect over $2,300 daily.

Cold call, filter emails and voicemails, and use internet websites in an effort to collect from patients.

Accurately and continuously maintain records in order to manage a number of databases and programs.

Use analytical skills to make assessments in order to advise Client Liaisons on improvements to user systems and the overall collection process.

Graduate Research Assistant

Alabama A&M University Normal, AL 2009-2011

Provided clerical support to assist instructors within the Forestry department by the daily usage of Microsoft Office (Outlook, Word, Excel, PowerPoint, Publisher, and Project).

Provided support by typing, faxing, copying, and filing for faculty.

Worked with community organizers to filter through community members of Greene, Marengo, Perry, Hale, Limestone, Wilcox, and Madison County in order to determine eligibility for different agricultural based federal assistance programs.

After receiving federal assistance, took community members through the process of using funds as specified in their applications.

Performed follow-up work to stay in contact with those community members throughout the application and implementation process.

Helped to coordinate workshops, databases, and community outreach programs.

Managed calendars and coordinated travel arrangements for faculty.

Prepared equipment such as phones, computers, projectors, and monitors used at venues for various meetings and workshops.

Customer Service Representative

DIRECTV Inc. Huntsville, AL 2007-2010

Used soft skills to offer assistance to in bound callers requesting help in technical, billing, retention, up-selling, cross-selling, equipment upgrading, equipment replacement, shipment tracking, programming changes, installation requests, and data updating.

Used aggressive sales techniques to inform customers of programming opportunities.

Worked on a team with set objectives to accomplish shared goals.

Used analytical skills to make assessments in order to advise Retention Managers on improvements to internal systems and the overall retention process.

Provided clerical support to assist team members within the Customer Retention Group department by the daily usage of Microsoft Office (Outlook, Word, Excel, PowerPoint, Publisher, and Project).

Prepared equipment such as phones, computers, projectors, and monitors used for team meetings.

Forest Technician

United States Department of Agriculture Forest Service – Park Falls, WI/ Saugus, CA

Summer 2005 and 2006

Handled citizens entering the National Forest systems for recreational purposes.

Enforced regulation, policy, procedures, best management practices, and federal laws regarding use of the National Forests.

Collected data to be stored electronically for policy formation purposes.

Gained experience working on a goal oriented and deadline constrained team.

REFERENCES

• Dr. Kenneth Ward Alabama A&M University 256-***-**** 7 years

• Ms. Jennifer Craft DirecTv 256-***-**** 5 years

• Janathien Taylor Uptain Group Inc. 256-***-**** 4 years

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