Chante' Jackson
Detroit,MI
Summary
Adept at managing high-stress situations and ensuring client satisfaction, With roles at CNS Healthcare and Capital One, enhancing customer loyalty and operational efficiency. Skilled in data entry and active listening, approaching to improved service delivery and compliance, showcasing a commitment to excellence and attention to detail.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Support Coordinator
CNS Healthcare
04.2021 - Current
- Managed high-volume caseloads, up to 100, ensuring timely completion of tasks and effective communication with clients.
- Collaborated with interdisciplinary teams to provide comprehensive support services for clients, improving outcomes across multiple domains.
- Maintained detailed documentation of client interactions and progress toward goals, providing a clear record of care provided.
- Ensured compliance with regulatory guidelines by diligently monitoring case documentation and maintaining accurate records for audit purposes.
- Coordinated meetings and events for internal and external groups.
- Served as an advocate for clients within the community, working closely with external partners to facilitate access to resources and supports.
- Developed tailored support plans for diverse clientele, identifying unique needs and goals.
Customer Service Representative
VSP Vision Care
10.2021 - 12.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs within 90 seconds on a call.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Customer Service Representative
Capital One
08.2020 - 11.2021
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients while actively typing 75 WPM.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
Office Coordinator
RHP Properties
09.2014 - 07.2020
- Oversaw the successful completion of various projects by coordinating tasks among staff members and monitoring progress.
- Assisted in the hiring process by screening resumes at least 50 a day, scheduling interviews at least 10 a day, and conducting reference checks to help build effective teams within the organization.
- Handled sensitive information with discretion while managing confidential employee records and company documents securely.
- Managed complex schedules for multiple executives, ensuring timely attendance at important meetings and events.
- Implemented a centralized filing system that improved document accessibility for all staff members, saving time spent searching for files.
Education
Bachelor of Science - Social Work
Wayne State University
Detroit, MI05.2019
Associate of Arts - Social Work
Wayne County Community College District
Detroit, MI06.2016
High School Diploma -
East Detroit High School
Eastpointe, MI06.2011
Skills
- Appointment Scheduling
- Data Entry
- Documentation and Recordkeeping
- Time Management
- Attention to Detail
- Inbound phone call handling
- Data Collection
- Customer Database Systems
- Microsoft Access
- Critical Thinking
- Active Listening
- Call Center Operations
Certification
- ACE - Adobe Certified Expert, Photoshop
- CAP - Certified Administrative Professional
Timeline
Customer Service Representative
VSP Vision Care
10.2021 - 12.2023
Support Coordinator
CNS Healthcare
04.2021 - Current
Customer Service Representative
Capital One
08.2020 - 11.2021
Office Coordinator
RHP Properties
09.2014 - 07.2020
Bachelor of Science - Social Work
Wayne State University
Associate of Arts - Social Work
Wayne County Community College District
High School Diploma -
East Detroit High School
- ACE - Adobe Certified Expert, Photoshop
- CAP - Certified Administrative Professional
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