Daisha Jackson
Results-driven professional with a strong background in customer service, issue resolution, and relationship management. Highly skilled in analyzing complex situations, identifying root causes, and implementing effective solutions to achieve positive outcomes. Demonstrated ability to manage escalated cases, navigate challenging customer interactions, and ensure timely, accurate resolutions while maintaining compliance with organizational policies and procedures. Recognized for strong communication, critical thinking, and problem-solving abilities, as well as a proactive, detail-oriented approach to risk mitigation and process improvement. Effective collaborator who partners across teams to support operational goals, enhance customer experiences, and drive successful recovery and resolution outcomes.
Work History
Customer Service Rep Sr/ Trainer/Subject Matter Expert
2 Years- Explained comprehensive drug formularies, review/explain accumulators, review claims, & verify payment information.
- Delivered high-quality customer service, answer 50-70 calls daily through prompt resolution of inquiries from members, providers, or other parties involved in the delivery of pharmacy benefits services.
- Monitored performance metrics and provided regular reports to senior leadership, train team members, and add value within data-driven decision-making within the organization.
- Acted as a primary resource for inquiries, resolving issues efficiently while maintaining high satisfaction levels.
- Leadership Award Recipient-PBM 2025
Supervisor
1 Year 2 Months- Managed employees with direct guidance to resolve issues with training, timesheets, and team agendas.
- Received escalations from team members and provided support to store managers and/or representatives via chat, email, or phone.
- Conducted weekly team meetings to discuss trends and topics from my team and provided them with working solutions
Team Lead
5 Months- Keep records and prepare reports for management or Client Services, concerning employees
- Confer with customers by chat, and email to provide information about products and services.
Operations Support Specialist
1 Year 2 Months- Support Representatives on the phone by answering questions or concerns and directing them toward the correct solution.
- Refer unresolved customer grievances to Team Leads for further investigation