Erica Jackson
Iron Mountain
Mesquite,TX
8
years of professional experience
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback. Demonstrated success in diagnosing malfunctions, making targeted recommendations and answering customer questions.
Work History
Data Entry/Document Specialist
2 Months- Processed and prepared high volume of hard copy records for scanning, ensuring correct sorting and preparation for efficient conversion.
- Determined the correct forms to ensure accurate data entry.
- Implemented business rules to maintain accuracy in document processing.
- Ensure compliance with all internal production procedures, security protocols, and client service level agreements to maintain document control and confidentiality.
- Indexed and keyed critical data from documents into multiple software applications, focusing on detail and accuracy to uphold data integrity.
- Ensured compliance with internal production procedures, security protocols, and client service level agreements to maintain document control and confidentiality.
Pharmacy Care Coordinator
1 Year- My primary responsibilities include answering and resolving patient inquiries within established time frames, understanding the complexities of various disease states, and assisting patients with their drug therapy and pharmacy care issues
- I promote drug compliance and report any adverse events related to drug therapy, ensuring that patients receive the best possible care
- Troubleshoot and resolve issues promptly, and work collaboratively within a team-structured environment
- Answers and resolves patient inquiries within committed time frames
- Promotes drug compliance
- Actively participates in discussions with pharmacists, nursing services, pharmacy support manager and other pharmacy care coordinators to review cases and related drug therapy and pharmacy care plan issues
Quality Assurance Analyst
11 Months- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Mentored and coached team members on QA topics and strategies.
- Organized and maintained work environment to allow for maximum productivity.
- Fixed identified issues to improve workflows.
- Fixed identified issues to increase productivity and boost workflows.
- Reported progress, test metrics and results to management.
New Service Scheduling
- Assisted with administrative tasks and cross-trained in other departments to offer comprehensive support.
- Submitted requests and changes into scheduling system and created accurate customer service schedules.
- Created and communicated schedule change notices to personnel.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Field Support Expert
7 Months- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Resolved diverse range of customer concerns across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Data Entry
- Respond to SMS, and emails from customers.
- Remain available for Field Expert calls, emails and other communications.
- Occasional customer data entry update tasking.
- Schedule customers according to pest control knowledge and customer needs
- Trained new members of field expert support team.
Mortgage Solutions Specialist
1 Year 9 Months- Document Processing & Custody: Perform essential mortgage document functions including preparation, scanning, indexing, content review, and secure validation of financial records.
- Operational Performance: Meet and exceed daily individual production metrics, processing goals, and customer service level standards in a high-volume warehouse environment.
- Data Verification & Accuracy: Utilize strong personal computer (PC) and keyboarding skills to match names, numbers, and other critical data to documents with high attention to detail.
- Regulatory Compliance: Maintain strict compliance with company policies, safety procedures, and federal, state, and local laws, utilizing familiarity with Federal National Mortgage Association (Fannie Mae), Federal Home Loan Mortgage Corporation (Freddie Mac), and Government National Mortgage Association (Ginnie Mae) guidelines.
Legal Document Specialist
2 Years 1 Month- Created organized filing system for legal documentation.
- Documented data and submitted materials to appropriate parties.
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
- Data entry
- Checked accuracy and completeness of documents to identify deficiencies and recommend corrective actions.
- Prepared documents for projects in accordance with project manager, team or client specifications.
- Maintained organized and efficient document flows by using excellent planning and multitasking skills.
- Created data books in physical, digital and CD formats.
- Proofread filenames, titles and submittal details to streamline submittal and avoid rejection.
Education
High School Diploma
Skills
Customer relationship management
Product knowledge
Salesforce CRM experience
Data entry
Legal documentation and reporting
Friendly
positive attitude
Typing 60WPM
Customer Service
Issue resolution
Timeline
Data Entry/Document Specialist
Iron Mountain
06.2026 - CurrentRead More
Pharmacy Care Coordinator
Cencora
10.2024 - 10.2025Read More
Quality Assurance Analyst
Moxie Pest Control
11.2023 - 10.2024Read More
New Service Scheduling
Moxie Pest Control
10.2023 - 10.2023Read More
Field Support Expert
Moxie Pest Control
02.2023 - 09.2023Read More
Mortgage Solutions Specialist
Iron Mountain
01.2021 - 10.2022Read More
Legal Document Specialist
Mainstay Legal
09.2018 - 10.2020Read More
High School Diploma
Read More