Alyssa Jackson

Provided comprehensive account, billing, sales, and technical support in a high-volume contact center environment.

• Resolved billing discrepancies, service interruptions, and account corrections.
• Processed payments and established payment arrangements for delinquent accounts.
• Applied persuasive communication to encourage timely and full payment while maintaining positive customer relationships.
• Assisted customers with wireless device and accessory purchases, upgrades, and promotions.
• Recommended and adjusted rate plans based on usage, budget, and service needs.
• Delivered technical troubleshooting for devices, network connectivity, and service features.
• Maintained accurate documentation and compliance with privacy and quality standards.

Planned caregiving sabbatical; maintained professional skills and am fully available for return to full-time customer service or account support roles.

Supported insurance members with billing, claims, and benefit-related inquiries in a regulated healthcare environment.

• Explained coverage, claims, copays, deductibles, and payment responsibilities.
• Resolved billing discrepancies and eligibility questions.
• De-escalated complex or emotional customer situations with empathy and clarity.
• Maintained HIPAA-compliant documentation and system accuracy.

Processed salvage title conversions and documentation compliance for consigned auction vehicles.

• Reviewed and scanned clean titles submitted with consigned vehicles.
• Processed applications to convert clean titles to salvage titles.
• Verified lien releases, signatures, and required documentation.
• Prepared and submitted complete salvage title packets to the state.
• Tracked returned salvage titles and recorded receipt in internal systems.
• Matched titles to scheduled auction vehicles to ensure auction readiness and compliance.

Managed eligibility interviews, intake processing, and case documentation for public assistance programs.

• Scheduled and conducted eligibility interviews for SNAP and Families First applicants.
• Performed structured intake interviews to collect financial and household information.
• Reviewed and verified documentation to determine program eligibility.
• Processed applications, renewals, and case updates in compliance with state and federal policy.
• Explained benefit decisions and next steps clearly and respectfully.
• Maintained confidential, audit-ready case records.

Coordinated vehicle repossession cases between finance companies, recovery agents, and debtors within regulated recovery protocols.

• Received repossession orders from finance companies and assigned cases to in-network recovery agents based on jurisdiction and vehicle location.
• Managed multi-state and multi-agent recoveries when vehicles were believed to be in multiple locations.
• Distributed debtor, vehicle, and case information including skip-trace updates and client directives.
• Acted as the primary liaison between finance companies and field recovery agents.
• Relayed investigative updates, agent requests, and client instructions in real time.
• Coordinated voluntary surrender arrangements and post-recovery debtor communication per lender guidelines.
• Maintained detailed, compliant case documentation.
• Navigated high-conflict and sensitive situations with professionalism and policy adherence.