Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Danielle Jackson

Green Bay,WI

Summary

Driven by a customer-focused approach and a knack for coaching, I excel at MultiPlan Inc, enhancing team performance and customer satisfaction. Leveraging skills in performance improvement and diversity, I spearheaded initiatives that significantly boosted productivity and team cohesion, achieving notable gains in operational efficiency and client retention.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Key Account Team Lead

MultiPlan Inc
06.2020 - Current
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
  • Managed schedules, accepted time off requests and found coverage for short shifts.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decisionmaking.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Devised and implemented processes and procedures to streamline operations.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Generated reports detailing findings and recommendations.

Senior Key Account Representative

MultiPlan Inc
04.2015 - 06.2020
  • Established trust with clients through consistent follow-up on commitments made during meetings or calls.
  • Strengthened relationships with key clients by providing excellent customer service and timely communication.
  • Increased account retention by consistently exceeding client expectations and resolving issues promptly.
  • Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
  • Contributed to team objectives in fast-paced environment.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.

Key Account Represenative

MultiPlan Inc
10.2013 - 04.2015
  • Increased account retention by consistently exceeding client expectations and resolving issues promptly.
  • Established trust with clients through consistent follow-up on commitments made during meetings or calls.
  • Supported customer satisfaction through regular follow-up and communication.
  • Collaborated with other departments to address customer needs and service requests.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Contributed to team objectives in fast-paced environment.

Work Comp & Auto Billing Resolution Specialist

MultiPlan Inc
05.2012 - 10.2013
  • Improved overall operational efficiency within the organization through ongoing analysis of workflows, identification of process bottlenecks, and implementation of best practices.
  • Expedited the resolution process by promptly escalating complex disputes to appropriate parties for further investigation or action.
  • Contributed to a positive work environment through effective communication, collaboration, and problem-solving skills within the Billing Resolution team.
  • Researched billing errors and discrepancies to initiate corrective action.

Quality Assurance Analyst - Customer Service

MultiPlan Inc
03.2009 - 05.2012
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Led training sessions for new QA analysts, increasing departmental efficiency and knowledge sharing.

Service Advisor

MultiPlan Inc
06.2008 - 03.2009
  • Maintained high customer satisfaction standards to meet or exceed targets.
  • Managed multiple priorities simultaneously while maintaining strong attention to detail in a fast-paced environment.
  • Assisted in training new Service Advisors, sharing best practices for effective communication and problem-solving skills.
  • Supported overall team success by assisting coworkers with complex customer inquiries and providing backup during peak periods.
  • Provided exceptional customer service, resolving complaints diplomatically and efficiently.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Member Services Representative

APAC Customer Services
08.2007 - 06.2008
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
  • Served as a mentor for new hires sharing best practices contributing towards increased productivity among team members.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Trained staff on operating procedures and company services.

Server

Texas Roadhouse Restaurant
08.2006 - 06.2008
  • Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
  • Served food and beverages promptly with focused attention to customer needs.
  • Worked with POS system to place orders, manage bills, and handle complimentary items.
  • Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
  • Cultivated warm relationships with regular customers.
  • Assisted in training new hires, providing guidance on restaurant standards and best practices.
  • Maintained clean and organized dining areas to uphold restaurant hygiene standards.
  • Handled cash transactions accurately, contributing to balanced daily financial reports.
  • Used slow periods to restock supplies, ice, trays, and delivery bags.
  • Adhered to proper food handling procedures and safety guidelines for the well-being of guests and team members alike.
  • Consistently met or exceeded performance goals related to sales targets, customer satisfaction ratings, and order accuracy.

Benefit Analyst II

Claims Management Services
01.2001 - 09.2005
  • Provided excellent customer service to employees, addressing concerns and resolving issues related to their benefit plans promptly.
  • Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
  • Collaborated with HR to develop and maintain up-to-date benefits manual.
  • Handled the processing of medical claims for multiple national companies employees. I was responsible for ensuring that the claims were processed according the the benefit plan design for each of the self-funded ERISA plans.
  • Handled eligibility issues such as coordination of benefits, full-time student status for children over age of 18, handled the pre-existing condition investigation and made determinations based on the documents provided if the clause was applicable.


Education

High School Diploma -

West De Pere High School
De Pere, WI
05.1994

Skills

  • Customer Focus
  • Coaching and Mentoring
  • Performance monitoring
  • Performance Improvement
  • Production Monitoring
  • Employee Evaluation
  • Diversity and Inclusion
  • Trend tracking
  • Talent Acquisition
  • Attention to Detail
  • Team motivation

Certification

  • State of Wisconsin Notary Public; Commission expiration date is 10/29/2027

Timeline

Key Account Team Lead

MultiPlan Inc
06.2020 - Current

Senior Key Account Representative

MultiPlan Inc
04.2015 - 06.2020

Key Account Represenative

MultiPlan Inc
10.2013 - 04.2015

Work Comp & Auto Billing Resolution Specialist

MultiPlan Inc
05.2012 - 10.2013

Quality Assurance Analyst - Customer Service

MultiPlan Inc
03.2009 - 05.2012

Service Advisor

MultiPlan Inc
06.2008 - 03.2009

Member Services Representative

APAC Customer Services
08.2007 - 06.2008

Server

Texas Roadhouse Restaurant
08.2006 - 06.2008

Benefit Analyst II

Claims Management Services
01.2001 - 09.2005

High School Diploma -

West De Pere High School

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Danielle Jackson