Alecastro 'Al' Jackson
Ft. Wayne,US
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
22
22
years of professional experience
Work History
Support Specialist
Allied Payment Network
04.2023 - 12.2023
- Identified and resolved issues to maintain connectivity and minimize downtime.
- Responded to user inquiries about hardware and software, explaining features and resolving questions.
- Documented customer interactions and contact information into company database.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Business Office Manager
Greystone Health & Rehab
05.2022 - 03.2023
- Processed and managed accounts payable, driving accuracy and on-time payment of vendor invoices.
- Assisted in processing travel and expenses by gathering receipts, coding charges and submitting worksheets.
- Evaluated office processes to report opportunities for improvement to leadership.
- Managed RFMS-Resident Funds Management System. An internal banking system for permanent residents at the facility.
- Managed PCC-Point Click Care. A program used to validate insurance, maintain Daily Census, generate billing statements & track accounts requiring collections activity.
Teller/Customer Account Specialist
3 Rivers FCU
12.2020 - 05.2022
- Identified customers' needs to recommend specific features.
- Maintained accurate customer account information and databases
- Established accounts for new customers and updated existing accounts with current demographic and order information.
- Handled spirited customer conversations and alleviated disputes using appropriate communication skills and conflict resolution techniques.
- Coordinated efforts with appropriate departments and personnel to promote customer satisfaction.
Front Office Coordinator
Express Employment Professionals
01.2020 - 03.2020
- Direct Hire
- Conducted phone interviews, answered incoming phone calls, printed & distributed weekly paychecks
- Screened & imported online applications
- Administered drug screens and processed I-9, W-4 & WH-4 tax forms
- Employed 1/10/20-3/20/20
- Laid of due to COVID-19 pandemic.
Customer Service
Teleperformance
10.2019 - 12.2019
- Answered phone calls for American Eagle
- Placed, tracked & ensured delivery of customer's orders
- Seasonal employment
Customer Service Team Lead
City Utilities
08.2014 - 09.2019
- Promoted to Team Lead August 2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted customers with utility bills in person, by phone & through email.
- Additional duties included coaching/assisting CSR's, cashiering & generating billing reports using Microsoft Excel.
- Terminated for cell phone policy violation.
Customer Service Rep
City Utilities
01.2002 - 08.2014
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered inbound calls, chats and emails to facilitate customer service.
- Assisted customers with utility bills in person, by phone & through email
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Diploma - General Studies
Snider
06.1995
Skills
- Microsoft Office
- 10-key
- 50wpm typing speed
- Cashiering
- Supervisory experience
- Office shipping & receiving
- Warehouse shipping & receiving
- Accounts payable/receivable
- Switchboard operation
- Business Operations Management
- Account Reconciliation
- Records Management
- Financial Administration
- Office Management
Timeline
Support Specialist
Allied Payment Network
04.2023 - 12.2023
Business Office Manager
Greystone Health & Rehab
05.2022 - 03.2023
Teller/Customer Account Specialist
3 Rivers FCU
12.2020 - 05.2022
Front Office Coordinator
Express Employment Professionals
01.2020 - 03.2020
Customer Service
Teleperformance
10.2019 - 12.2019
Customer Service Team Lead
City Utilities
08.2014 - 09.2019
Customer Service Rep
City Utilities
01.2002 - 08.2014
Diploma - General Studies
Snider
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