CLARENCE JACKSON
Coconut Creek,FL
Summary
To Become an Integral Part of a Thriving Business Organization. Highly Organized and Detail Oriented With an Exceptional Ability to Efficiently Handle Multiple Projects While Meeting Critical Deadlines.Professional Commitment to Quality and Excellence. Positive and Supportive Attitude While Working Cohesively With Clients as Well as Co-Workers.
Overview
15
15
years of professional experience
Work History
Customer Service Office Manager
Vehicle Maintenance Program
Boca Raton, FL
10.2023 - Current
- Developed strategies to increase efficiency by streamlining processes within the department.
- Maintained accurate records of customer inquiries, complaints, comments, and resolutions for future reference.
- Performed administrative tasks such as maintaining filing systems, updating databases, preparing documents.
- Managed escalated situations involving difficult customers through effective communication techniques.
- Provided customer service support to customers over the phone and via email.
- Developed and implemented customer service policies and procedures in line with organizational objectives.
- Worked closely with other departments such as marketing, sales, and finance to resolve any interdepartmental issues impacting customers.
- Ensured that all customer inquiries were answered promptly and professionally.
- Monitored customer feedback surveys and responded accordingly to improve customer satisfaction ratings.
- Managed wide variety of customer service and administrative tasks to resolve customer issues.
- Recruited and trained new employees to meet job requirements.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Communicated regularly with vendors regarding product availability, pricing, shipping arrangements.
- Investigated discrepancies between actual shipments received versus what was ordered.
- Utilized software programs such as Microsoft Excel and Navision for order entry purposes.
- Reviewed invoices for accuracy to identify cost savings.
- Processed orders for equipment and supplies within budgetary guidelines to maintain inventory control.
- Organized and maintained documents, files and records.
- Worked with management team to improve workflows and eliminate unnecessary tasks.
Business Owner
HCS Star Holdings LLc
05.2013 - Current
- Record Client and Office Expenses for Billing and Accounting Purposes
- Manage Account Payables and Receivables
- Bank Reconciliation
- Cash and Credit Card Handling
- Order Supplies
- Coordinate and Schedule Meetings
- Videography (Directing: Weddings, Baby showers, Music Videos, Commercials, etc.)
- Photography
- Video and Photo Editing
- Graphic Design (Websites Art, Business Cards, Flyers, Banners, Logo's and more).
Merchandise Service Manager
Lowe's
Sunrise, FL
12.2022 - 06.2023
- Schedules Merchandising Service team and manages resources for the team to drive efficient project execution in fulfillment of the overall Merchandising Service strategy
- Guides Merchandising Service Associates (MSAs) around project priorities, scheduling, expectations, and needs (e.g., materials, supplies, time)
- Delivers onboarding and training, provides on-the-job coaching, and mentors MSAs
- Coaches MSAs on performance
- Creates tailored developments plans for MSAs by analyzing metric and individual strengths, weaknesses, and needs
- Handles disciplinary actions and proactively partners with HR business partner
- Manages project and travel expenses and weekly payroll
- Identifies and resolves project and/or store-level issues using available resources
- Summarizes and communicates project information, updates, and feedback on project execution with store team, field leaders, and corporate teams
- Identifies opportunities to improve efficiency, merchandising, and displays to be shared across the district, region, and enterprise, as appropriate
- Provide SMART customer service at all times through the daily execution of Lowe's customer service policies, procedures and programs
- Seeks out customers to understand his/her needs and assists in locating, demonstrating, selecting, carrying, and/or loading merchandise
- Communicates information to customers regarding all stock, special order merchandise, feature benefits, application, and warranty information related to Lowe's programs
- Oversees that merchandise is stocked, fronted, and fully packed down in assigned area according to planogram
- Confirms that all signage, reorder stickers, pricing, and product information is accurate
- Confirms all product displays, resets, and bay integrity efforts are completed according to Lowe's specifications, planograms, and merchandising and safety standards
- Collaborates with receiving departments in assigned stores to establish or revise the staging process for reset product and product support materials
- Leads efforts of buyback items and ensures they are pulled, prepped, and ready for shipping
- Oversees the proper processing of damaged products
- Detects common signs of shoplifting, theft, and other security risks, and promptly communicates them to management and/or Asset Protection
- Ensures compliance with housekeeping standards and programs (e.g., Zone Recovery) to maintain cleanliness and organization of store and working areas
- Maintains a safe and secure work environment, which may include conducting daily safety reviews, noting hazards, keeping aisles clear, and securing doors and gates
- Adheres to all safety requirements relevant to one's regular job duties: top stock safety, reinstalling safety cables, use of aisle blockers, a tether line on power equipment, spotters, and safety devices
- Operates store equipment as needed depending on one specific role and department (e.g., Zebra phone, telephone, paging system, copiers, fax machines, computers, CCTV surveillance system, key cutter, panel saw, paint mixer, flooring cutters, compacter baler)
- Maintain point-of-sale signage including bin plus beam label stock ensuring all bin locators are placed and price changes are activated
- Audit and update pricing labels inside and outside the store to ensure accuracy
- Follow state-specific guidelines on price changes (Pricing Policy SF-06)
- Maintain point-of-sale signage including bin plus beam label stock ensuring all bin locators are placed and price changes are activated
- Audit and update pricing labels inside and outside the store to ensure accuracy
- Follow state-specific guidelines on price changes (Pricing Policy SF-06)
- Lead green polo teams to help merchandise our live goods in garden centers
- Lead daily pricing functions for the stores
- Lead teams ranging from between 11-21 employees
- Control and stay to plan on display and fixture expense lines
- Oversee large third-party labor projects when needed.
Asset Protection Agent
Lowe's
Fort Lauderdale, FL
06.2022 - 12.2022
- The primary function of the Asset Protection Agent (APA) is to meet asset protection objectives, prevent inventory shrinkage and deter criminal activity
- This includes providing coaching/training to associates and store leadership on identifying and deterring external theft through implementing Lowe's shrink programs
- The APA will coordinate efforts with the Senior APOSM, DAPOSM and MORCM to identify key merchandise and stores that are being externally impacted
- Based on external and Organized Crime activity the APA will leverage data/resources to create a plan addressing exposures with training and external focuses to reduce activity
- The APA is responsible for investigating and resolving issues related to criminal activity in accordance with Local, State, and Federal laws or company policy
- Primarily focused on asset protection, operations, and safety policies/procedures, the APA will monitor merchandise, customer, and associate activity as needed, reporting infractions to Store and AP Leadership
- The APA will also support investigations of all company policies/procedures when required
- Lastly, the Asset Protection Agent is responsible for completing all other duties as assigned.
TSS
Target
Sawgrass, FL
09.2019 - 11.2021
- Skills using intelligence-led tactics to keep team members and guests safe and secure
- Experience in crisis response, safety and crowd management; providing support to both guests and team members
- Skills in de-escalation as well as experience with recovering stolen merchandise to prevent shortage
- Ability to utilize Target's video surveillance system
- Ability to properly document cases using industry case management systems
- Support sales by welcoming and engaging guests and team members at the front of store and on the sales floor; help guests find the products they are looking for in-store and online
- Lead a physical security culture for our team members and guests by assessing and maintaining safe and secure standards throughout the store, including exterior property
- Respond to and accurately document security incidents
- Understand and leverage escalation tools for guest issues in order to provide a safe and secure environment for our team members and guests
- Conduct productive merchandise recoveries and provide apprehension support as needed, strictly adhering to AP policies and procedures and AP leadership guidance
- Prevent theft and shortage at the front of store by performing receipt checks for exposed high-dollar merchandise
- Submit appropriate documentation in the system for all incidents following AP policy and procedures
- Understand and appropriately use the video system
- Train team members to apply merchandise protection and audit execution
- Teach and train team members on operational shortage focus area opportunities as directed by AP leadership
- Execute shortage action plans set by AP leadership to minimize shortage in focus areas
- Model working safely while maintaining a clean store for guests and team members
- Provide service and a shopping experience that meets the needs of the guest
- Demonstrate a culture of ethical conduct, safety and compliance
- All other duties based on business needs.
Customer Service/Collections Representative
A1C
Sheridan, FL
04.2018 - 09.2019
- Reorder diabetic patients' prescriptions via Facsimile
- Verify insurance benefits and obtain pre-certification/authorization as necessary
- Handle incoming/outgoing calls for patients regarding their prescription's refills and balances
- Follow up with patients monthly or quarterly regarding prescriptions
- Notate patients accounts to reflect updated medical insurance and prescriptions
- Identify and resolve outstanding debts due to partial payments, denials, and patient responsibility
- Entered patient charges and payments into electronic health records
- Oversaw daily collections and accounts receivable activities, developing robust strategies to maximize collections and reduce aged accounts
- Processed claims and forwarded information to Medicare, Medicaid and commercial insurance companies
- Took billing calls, questions and concerns from patients and third party carriers
- Wrote appeal letters to insurance companies for denial of claims
- Contacted insurance companies to check status of claim payments.
Dental Front Office Receptionist
Dental Fix Rx, Hollywood
Davie, FL
01.2015 - 06.2016
- Maintain an Electronic and Hard Copy Filing System
- Collected payments from patients and arranged payment schedules
- Arranged documents for insurance claims
- Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment
- Coordinate and Schedule Meetings
- Ordered and maintained supply inventory for medical office
- Checked patients in and out, verified insurance and collected co-pays to keep business administrative and financial records current
- Adhered to HIPAA requirements to safeguard patient confidentiality.
Cell Phone Sales Representative
T-Mobile
Tamarac, FL
05.2011 - 02.2013
- Welcomed guests and asked open-ended questions to best determine which products would meet needs
- Explained latest promotions, sales incentives and offerings to promote savings and drive sales
- Encouraged customers to consider purchasing accessories and warranties, resulting in successful upselling and cross-selling
- Developed long-term relationships with repeat customers through building credibility in product expertise and personal integrity in salesmanship
- Used on-site computer systems to access figures and documentation associated with available service plans
- Educated guests on policy terms, simplifying technical aspects of service contracts to increase guest comprehension and achieve greater customer satisfaction.
Technical Support Representative
Convergy's
08.2009 - 04.2011
- Assisted customers with various types of technical issues via email, live chat and telephone
- Supported customers with online billing, access and account issues
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements
- Developed and maintained strong relations with customers to meet quality expectations
- Used remote login tools to assist clients with technical and product questions
- Assisted customer in understanding products, components and systems using technical demonstration.
Education
Bachelor's Degree Credits - Business Administration Management
Colorado Technical University
12.2011
Associate's Degree - Business Administration Management
Colorado Tech Online
08.2007
High school diploma -
Barbara Goleman Senior High
05.2006
Skills
- Investigation and Interrogation
- Risk Management
- Report Writing Abilities
- Good Work Ethic
- Customer Service
- Critical Thinking
- Problem Resolution
- Supervision & Leadership
- Basic Math
- Data Entry
- Attention to Detail
- Verbal and Written Communication
- Organizational Skills
- Time Management
- Adaptive Team Player
- Multitasking and Prioritization
- Technical Troubleshooting
- Microsoft Windows and Office
- Help Desk Support
References
References available upon request.
Timeline
Customer Service Office Manager
Vehicle Maintenance Program
10.2023 - Current
Merchandise Service Manager
Lowe's
12.2022 - 06.2023
Asset Protection Agent
Lowe's
06.2022 - 12.2022
TSS
Target
09.2019 - 11.2021
Customer Service/Collections Representative
A1C
04.2018 - 09.2019
Dental Front Office Receptionist
Dental Fix Rx, Hollywood
01.2015 - 06.2016
Business Owner
HCS Star Holdings LLc
05.2013 - Current
Cell Phone Sales Representative
T-Mobile
05.2011 - 02.2013
Technical Support Representative
Convergy's
08.2009 - 04.2011
Bachelor's Degree Credits - Business Administration Management
Colorado Technical University
Associate's Degree - Business Administration Management
Colorado Tech Online
High school diploma -
Barbara Goleman Senior High
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