Britney Jackson
Atlanta,GA
Summary
Resourceful and experienced worker offering mastery in office software, database management, and formal communication. Detail-oriented team player, with strong organizational skills. Handles multiple projects simultaneously with a high degree of accuracy.
Overview
13
13
years of professional experience
Work History
Executive Assistant/ Community Outreach Manager
Brian L Jackson & Associates
02.2020 - 06.2023
- Filed pleadings and paperwork with court clerk to meet strict deadlines.
- Worked with internal departments on loss mitigation.
- Participated in client interviews, observed questioning process and documented information.
- Interviewed clients to obtain vital case information to support associates.
- Manage multiple, projects, activities, making effective judgments as to prioritizing and time allocation
- Executed on-time and under-budget projects for senior leadership.
- Organized client calendars, prepared mailings and handled high call volumes.
- Prepared clients for appointments, depositions and testimony.
- Drafted various court documents, invoices and enclosures at attorneys' request.
- Responded to client calls and inquiries to deliver applicable information.
- Coordinated subpoena services and other support activities for legal office.
- Booked travel arrangements for firm attorneys and support staff.
Interviewer
Department of Labor (JOLTS)
05.2017 - 10.2022
- Managed diverse projects for data capture, storage and forecast analysis.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Collected business intelligence data from industry reports, public information or purchased sources.
- Maintained library of model documents, templates or other reusable knowledge assets.
- Utilized data analysis to monitor process efficiencies and identify data integrity exceptions.
- Worked with internal teams to understand business needs and changing strategies.
- Identified needs of customers promptly and efficiently.
- Collected, tracked and evaluated current business and market trend data.
- Critical thinking- analyze fully and accurately
- Communicated with customers, competitors and suppliers to stay abreast of industry or business trends.
- Collected, tracked and reviewed data to evaluate business and market trends.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Developed strong customer relationships to encourage repeat business.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Answered inbound calls, chats and emails to facilitate customer service.
- Multitasked using several Federal Databases
Customer Service/Insurance Claims Specialist
Humana
05.2010 - 06.2014
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Educated customers on special pricing opportunities and company offerings.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Mentored new employees on procedures and policies to maximize team performance.
- Executed on-time and under budget project management to resolve complex issues.
- Helped customers open accounts, make deposits, update information and carry out range of routine actions.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Led team engagement to assist cross-functional departments and achieve goals.
- Answered inbound calls, chats and emails to facilitate customer service.
- Strengthened client relationships by providing clear communication throughout the claims process, ensuring all parties were well-informed of progress and outcomes.
Education
Associate of Arts - General Studies
EGCC
Steubenville, OH05.2024
Skills
- Office Management
- Administrative Support
- Executive Support
- Strong Problem Solver
- Managing Multiple Priorities
- Confidential Data Protection
- Team Collaboration
- Data Review and Analysis
- Documentation and Recordkeeping
- Information Confidentiality
- Problem-Solving
- Customer Service
- Verbal and Written Communication
- Meeting Deadlines
- Database Management
- CRM Software
- Relationship Building
- Creative Thinking
- Fraud Detection and Prevention
- Active Listening
- Payment Processing
- Coaching and Mentoring
- Team Leadership
- Phone and Email Etiquette
- Benefits Verification
Accomplishments
- Led team to achieve exceeding metrics, earning recognition from upper management and financial reward.
- Consistently maintained high customer satisfaction ratings.
- Planned corporate meetings, lunches and special events for employees.
- Collaborated with teams, in the development of company projects.
Timeline
Executive Assistant/ Community Outreach Manager
Brian L Jackson & Associates
02.2020 - 06.2023
Interviewer
Department of Labor (JOLTS)
05.2017 - 10.2022
Customer Service/Insurance Claims Specialist
Humana
05.2010 - 06.2014
Associate of Arts - General Studies
EGCC
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