Alyssa Jackson
Customer Service Specialist
Nashville,TN
Summary
Customer-focused and performance-driven Customer Service Specialist with over 15 years of experience in high-volume call centers, insurance, and public service sectors. Adept at handling complex inquiries, ensuring first-call resolution, and enhancing customer retention through empathetic and efficient communication. Returned to the workforce in 2025 after a caregiving sabbatical (2020-2024), bringing fresh energy, resilience, and a passion for service excellence to the next professional opportunity.
Overview
15
15
years of professional experience
Work History
Account Expert
T-Mobile
01.2025 - Current
- - Consistently achieved 95% First Call Resolution, ensuring timely issue resolution and improved customer satisfaction.
- - Retained 93% of at-risk accounts through effective communication and problem-solving.
- - Created personalized AI-generated scripts that reduced response time by 25%.
- - Recognized for exceeding performance metrics, including customer satisfaction and call handling time.
- - Utilized CRM tools to manage customer interactions, follow-ups, and workflow efficiency.
Customer Service Specialist
Anthem, Inc.
07.2019 - 01.2020
- - Assisted members and providers with benefit inquiries, prior authorizations, and claims issues across Medicaid and Medicare.
- - Ensured customer satisfaction by resolving concerns with empathy and efficiency.
- - Completed insurance document verifications and processed coverage validations with accuracy.
- - Documented every interaction for compliance and continuity.
- - Maintained consistent achievement of quality assurance and call duration targets.
Customer Service Representative
Insurance Auto Auctions
03.2018 - 04.2019
- - Managed the intake and processing of 150-300 titles daily, ensuring accurate documentation and compliance.
- - Assisted insurance partners and buyers with title-related inquiries and discrepancies.
- - Performed title searches and determined damage percentages to classify vehicles correctly.
- - Maintained organized records in digital databases, supporting accurate auction processing.
- - Demonstrated strong administrative skills in document scanning, database management, and contract compliance.
Eligibility Assistant
State of Tennessee, Department of Human Services
12.2010 - 12.2017
- - Interviewed applicants to determine eligibility for SNAP, TANF, and Medicaid programs.
- - Resolved disputes and concerns regarding benefits with a high rate of customer satisfaction.
- - Managed applicant documentation, scheduling, and verification for new and renewal cases.
- - Collaborated with community organizations and agencies to ensure comprehensive support for clients.
- - Maintained strict adherence to state guidelines and confidentiality protocols.
Education
High School Diploma - undefined
Davidson Academy
Nashville, TN06.1999
Skills
- - Customer Support Tools & Systems: Salesforce, AS400, Guidewire, Genesys Cloud, Atlas, Live Agent, Microsoft Office Suite, Google Workspace, Microsoft Teams
- - Customer Service Excellence: First Call Resolution (FCR), Conflict Resolution, Customer Retention, Escalation Management
- - Communication & Interpersonal: Active Listening, Empathy, Verbal & Written Communication, Cultural Sensitivity
- - Technical & Administrative: CRM Utilization, Data Entry Accuracy, Document Processing, Multichannel Support
- - Problem Solving & Decision Making: Root Cause Analysis, Attention to Detail, Critical Thinking, Process Improvement
- - Work Habits: Time Management, Adaptability, Multitasking, Self-Motivation, Team Collaboration, Resilience
- - Technology Integration: Generative AI for custom scripts, Workflow Optimization, Automation Tools
Timeline
Account Expert
T-Mobile
01.2025 - Current
Customer Service Specialist
Anthem, Inc.
07.2019 - 01.2020
Customer Service Representative
Insurance Auto Auctions
03.2018 - 04.2019
Eligibility Assistant
State of Tennessee, Department of Human Services
12.2010 - 12.2017
High School Diploma - undefined
Davidson Academy
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