Annissa Jackson
Sunrise,FL
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Rentokil Initial
02.2024 - Current
- Responded to customer requests for products, services, and company information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Customer Support Specialist
Blackboard
12.2023 - 12.2023
- Multitasked to handle diverse customer needs in high-volume setting, prioritizing tasks to keep up with challenging deadlines.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
- Managed high levels of call flow and responded to technical support needs.
Enrollment Specialist
Aon
10.2023 - 12.2023
- Streamlined the enrollment process for increased efficiency and enhanced user experience.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Understood and thoroughly explained services provided to customers and potential customers.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Enhanced customer satisfaction with personalized enrollment assistance.
Customer Service Representative
Computershare Investor Services
08.2023 - 09.2023
- Established a positive relationship as a consultative professional
• Established and sustained a strategic plan for managing the client’s use of the application
• Handled inbound queries through chat, email, and phone from then wider client base
• Owned client cases from start to resolution
• Ensured sensitive client issues are resolved effectively
• Conducted screenshares and walkthroughs with clients to ensure understanding of best practices and solutions
• Worked independently to problem solve and test possible solutions to client questions
• Created and maintained all required case documentation on the salesforce CRM system.
• Participated in user acceptance testing
Customer Service Representative
ResMed
01.2023 - 07.2023
- Had Strong communication skills on the telephone
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Showed Excellent written communication skills
- multi-tasked in a fast-paced environment
- worked independently
- Made twenty to twenty-five calls per hour
Technical Support Representative
Apple
10.2022 - 10.2022
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Diagnosed and troubleshot hardware, software and network issues.
- Installed and configured operating systems and applications.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Escalated high-priority cases promptly to ensure rapid response times for critical situations requiring advanced attention or expertise.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Customer Service Representative
Global Response
06.2022 - 08.2022
- Answered phones, emails, and live chat from customers
- Professionally responded to customer inquiries
- Followed up on complicated customer interactions where required.
- Documented details of customer interactions (proficiently and accurately)
- Developed rapport with customers, with an upbeat and positive attitude
- Offered solutions
Customer Service Representative
Nations Benefits
11.2021 - 02.2022
- Made outbound and inbound calls to customers and providers medication information and care.
- Utilized interpersonal skills to establish a strong relationship that allows for direct probing to uncover the member’s needs.
- Responded swiftly and courteously to all potential customer inquiries.
- Resolved member inquiries at the first point of contact.
- Educated members on products or services that will enhance their quality of life
- Demonstrated active listening to understand customer questions, and provided accurate responses or solutions for barriers to care.
- Interacted with all levels of health care professionals related to patient care or medications, including explaining benefits and insurance coverage grids.
Customer Service Representative
Alorica
02.2021 - 10.2021
- Assisted customers with issues and concerns they experienced during the use of the product and/or service
- Documented call-related information for auditing and reporting purposes
- Maintained and updated customer information as necessary
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Education
High School Diploma -
Fort Lauderdale High
Fort Lauderdale, FL06-2017
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Data Entry
- Call center experience
- Conflict Resolution
- Payment Processing
- Patient confidentiality
- Appointment Scheduling
- Medical terminology knowledge
- Insurance Verification
- Technical Troubleshooting
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
Rentokil Initial
02.2024 - Current
Customer Support Specialist
Blackboard
12.2023 - 12.2023
Enrollment Specialist
Aon
10.2023 - 12.2023
Customer Service Representative
Computershare Investor Services
08.2023 - 09.2023
Customer Service Representative
ResMed
01.2023 - 07.2023
Technical Support Representative
Apple
10.2022 - 10.2022
Customer Service Representative
Global Response
06.2022 - 08.2022
Customer Service Representative
Nations Benefits
11.2021 - 02.2022
Customer Service Representative
Alorica
02.2021 - 10.2021
High School Diploma -
Fort Lauderdale High