Becky Jackson
Coarsegold,CA
Summary
Dedicated, results-oriented professional with demonstrated strengths in customer service and time management, Excellent at troubleshooting problems and building successful solutions. Excels in verbal and written communicator with strong background in cultivating positive relationships and exceeding goals. Goal driven while managing high-volume of inbound and outbound customer calls with a first call resolution mentality.
Overview
13
13
years of professional experience
Work History
Clinical Development Representative
Food Smart
San Francisco, California
10.2024 - Current
- 15+years of experience in high volume inbound customer support and inbound operations
- Experience in effectively communicating with insurance companies and external vendors to ensure smooth operations and resolve issues promptly
- Skilled in investigating disputes and managing escalation claims, with a strong ability to identify root causes
- Excellent communication skills, both written and verbal, with the ability to connect with individuals from diverse backgrounds
- Ability to work independently but efficiently from home with the willingness to adapt to constant change
- Process complex grievances and appeals with insurance companies and vendors.
Escalation Specialist 5
Citibank
Tucson, USA
03.2023 - 02.2024
- Support internal and external customers
- Assists with 60+ daily inbound calls resolving supervisor-escalated inquiries related to account level information and provides technical support as needed
- Solves moderately complex problems, time sensitive inquiries, and multi-tasks in high volume situations
- Identifies and escalates issues to appropriate sources
- Performance reviews at exemplary in call metrics including an achieved 1.48% in customer sentiment with a company goal of 0.48%
- Confident in working with little to no direct supervision
- Applies detailed knowledge of a wide range of specialized administrative/technical skills; and most of the impact is related to the accuracy of the tasks performed
- Assesses risk when business decisions are made, demonstrating consideration for the company's reputation and applying sound judgement regarding personal behavior, conduct and business practices
Service Representative 4
Citibank
Tucson, USA
08.2022 - 03.2023
- Assisted with evaluating and resolving service inquiries from clients across different platforms with a focus on first call resolution
- Effectively used various computer systems to complete assigned tasks and address account inquiries
- Proficient with completing assigned tasks in an efficient and timely manner
- Skilled at maintaining composure while solving complex issues with clients
- Model integrity, ethical judgement, and professional conduct in interactions on and off the job site with colleagues and clients
- Able to minimize operational loss through adherence to company policies and procedures
- Provide an exceptional customer experience through empathy, understanding and genuine compassion for the needs of our customers while safeguarding the reputation and assets of the company
- Effectively and patiently communicate and instruct my clients to enable them to use digital and mobile technology as it relates to account navigation through all forms of customer accessed platforms
Benefit Consultant
Aetna / CVS Health
Tucson, USA
12.2021 - 08.2022
- Researched and prepared a thorough evaluation of our client's summary plan descriptions and related documents containing no less than 500 pages
- Prioritizing, using Microsoft Office products, a focused course of action to map a drafting schedule for all Coverage of Benefits materials and literature for completion in a timely manner with no less than 99% accuracy
- Effectively communicate any required revisions and/or changes to avoid any unintended liability in support of the plan
- Utilize and interpret available resources in responding to both standard and non-standard benefit drafting requests, to include, but not limited to, legislative comparisons
- Prioritized and edited employer certificates, contracts and booklets according to predetermined standards
- Consolidated and ensured that benefits were mapped accordingly and drafted all legislatively mandated booklets and contracts requested from plan sponsors with extreme attention to detail while maintaining high accuracy and adhering to all confidentiality and HIPPA guidelines
Customer Service Representative
Pacific Gas & Electric Company
Fresno, USA
03.2012 - 06.2022
- Managed 100+ customer calls daily with efficiency in a fast-paced, high volume call center
- Detailed in accurately documenting 100% of customer interactions
- Diffused difficult customer issues while maintaining composure and professionalism with respect for the customer and in the interests of the company
- Contributed to billing accuracy by reviewing charges for services provided, processed payments, and arranged long-term payment plans
- Focused on inbound customer issues and requests while maintaining strict performance targets
- Generated 12 newsletters for three contact centers to showcase employee accomplishments and recognition
Education
Associate in Arts (A.A.) in Progress - General Education
Fresno City College
Fresno, CASkills
- Problem resolution
- Call management
- Strong communication
- Positive and professional
- Database maintenance
- Complaint investigation
- Account updates
- Leadership
- CRM management
- Metrics monitoring
- Email outreach
- Objection handling
- Strategic thinking
- Goal-oriented mindset
- Relationship development
- Customer relationship building
Timeline
Clinical Development Representative
Food Smart
10.2024 - Current
Escalation Specialist 5
Citibank
03.2023 - 02.2024
Service Representative 4
Citibank
08.2022 - 03.2023
Benefit Consultant
Aetna / CVS Health
12.2021 - 08.2022
Customer Service Representative
Pacific Gas & Electric Company
03.2012 - 06.2022
Associate in Arts (A.A.) in Progress - General Education
Fresno City College
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