Derrick Jackson
11000 Delaware Pkwy, Apt. 2307, Kansas City,KS
Summary
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
20
20
years of professional experience
Work History
Customer Account OS&D Specialist
Hostess Brands/The J.M. Smucker Co.
08.2022 - Current
- Appointment Scheduling for customer deliveries
- Overage, Shortage and Damage processing and resolution
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Listened and responded to customer requests and forwarded necessary information to superiors.
SOLUTION ANALYST
Cerner
11.2021 - 05.2023
- Serve as first line to investigate and resolve client problems received via phone, ticket or other electronic means
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Provided client support on system operation and troubleshooting.
- Resolved malfunctions with systems and programs through troubleshooting.
- Resolved or escalated problem tickets to resolve user issues.
- Diagnosed, troubleshot and resolved network and system problems.
CUSTOMER SALES SUPPORT REPRESENTATIVE
PBI Gordon Corporation
06.2020 - 11.2021
- Lead fulfillment management for assigned sales groups and programs, including internal routing, set-up, tracking, and processing per fulfillment calendar
- Collaborated with vendor development and support staff to resolve various issues impacting sales activities.
- Documented customer complaints and completed corrective action requests.
- Assisted customers with sales needs such as inventory and shipping questions.
- Managed customer accounts, responding to inquiries and resolving customer service issues
INSURANCE SPECIALIST
KeyBank Real Estate Capital
02.2016 - 06.2020
- Review, analyze and interpret all types of property and liability insurance policies, operating statements, and property appraisals for commercial loans to ensure they are in agreement with the loan documents, investor requirements and internal policies and procedures
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Followed up on denials, late payments, extensions and other special circumstances.
- Communicated effectively with members of operations, finance, and clinical departments.
INSURANCE CUSTOMER SUPPORT
Zurich NA
09.2004 - 02.2016
- Under general supervision, handles telephone and electronic inquiries from Zurich agents/brokers, insured's, regulators, customers, claimants, prospective customers by referral to appropriate Business unit, service or claims office
- Responded to customer requests for products, services, and company information.
- Liaised with insurance carriers to resolve billing errors and discrepancies.
- Advised customers on required information for claim submissions to progress applications.
Education
High School Diploma -
JC Harmon High
Kansas City, KS07.2000
Skills
- Excellent working knowledge using both IBM and Mac systems; Lotus 1-2-3, Microsoft Excel, WordPerfect, Microsoft Word, SAP, CT DataTrac, and Dos
- Team player, acknowledged as "Total Quality Customer Service Professional"
- Ability to train, motivates, and supervises customer service employees
Timeline
Customer Account OS&D Specialist
Hostess Brands/The J.M. Smucker Co.
08.2022 - Current
SOLUTION ANALYST
Cerner
11.2021 - 05.2023
CUSTOMER SALES SUPPORT REPRESENTATIVE
PBI Gordon Corporation
06.2020 - 11.2021
INSURANCE SPECIALIST
KeyBank Real Estate Capital
02.2016 - 06.2020
INSURANCE CUSTOMER SUPPORT
Zurich NA
09.2004 - 02.2016
High School Diploma -
JC Harmon High
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