Farrah Jackson
New Windsor,MD
Summary
Professional with strong background in customer service and communication, adept at managing high-stress situations effectively. Skilled in handling multiple tasks with precision, and maintaining clear, calm communication. Dependable team player focused on collaboration and adaptability, ensuring seamless operations and optimal outcomes in rapidly changing environments. Valued for problem-solving abilities and quick decision-making.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Medical Office Assistant
Carroll Occupational Health
Westminster, MD
04.2025 - Current
- Managed patient scheduling and coordinated appointments to ensure efficient office operations.
- Assisted in maintaining accurate electronic health records, improving data retrieval.
- Implemented office protocols to enhance workflow, reducing patient wait times and increasing satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Registered patients and completed associated paperwork for accurate records.
Sales Consultant
Progressive Casualty Insurance
Remote
10.2024 - 04.2025
- Obtained a property and casualty license in 30 states.
- Advised consumers on policy coverages and product selections based on their unique needs, ensuring optimal satisfaction levels upon purchase.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Provided sales and customer service assistance to inbound callers in a high call volume, high stress environment.
- Developed tailored insurance solutions to meet diverse client needs.
- Conducted thorough risk assessments to identify coverage gaps.
- Educated clients on policy options, ensuring informed decision-making.
911 Dispatcher
Howard County Police Department
Ellicott City, MD
02.2024 - 09.2024
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
- Recorded and tracked emergency requests utilizing computer-aided dispatch systems.
- Read system maps and caller information, and documented details in system.
- Collaborated with fellow dispatchers to maintain a cohesive team environment, fostering seamless communication during emergencies.
- Managed high-stress situations with composure, providing reassurance to distressed callers while gathering crucial information for first responders.
- Consistently met performance metrics for call handling, contributing to the overall success of the department.
Hot Hula Fitness Instructor
Spotlight Studio
Gaithersburg, MD
11.2014 - 12.2016
- Educated studio members on proper form and technique during workouts, reducing the risk of injury while maximizing results.
- Promoted a positive workout environment by fostering strong relationships with clients, resulting in increased customer satisfaction.
- Created an inclusive environment for all participants by modifying exercises to accommodate varying skill levels and physical limitations.
- Cultivated positive relationships with participants by interacting with group during fitness classes.
Customer Service Representative II
GEICO
Fredericksburg, VA
08.2011 - 09.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Bartender/Wing Certified Trainer
Buffalo Wild Wings
Virginia Beach, VA
07.2008 - 09.2011
- Served high customer volumes during special events, nights, and weekends.
- Managed cash handling duties responsibly, ensuring accurate accounting at the end of each shift.
- Performed opening and closing duties, printing sales reports, setting up for incoming shift.
- Efficiently opened or closed the bar according to established procedures, ensuring preparedness for each shift.
- Developed loyal clientele by consistently delivering outstanding service and engaging in friendly conversation.
- Followed alcohol awareness procedures for preventing excessive guest intoxication.
- Assisted with staff training, sharing expertise in bartending techniques and customer service best practices.
- Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands.
Education
High School Diploma - Musical Theater
G Star School of The Arts
West Palm Beach, FL05.2007
Skills
- Consultative sales
- Customer relationship management
- Policy advising
- Licensing compliance
- High-volume call handling
- Data entry accuracy
- Customer service
- Conflict resolution
- Active listening
- Problem solving
- Time management
- Objection handling
- Product and service knowledge
Certification
Property & Casualty License
Certified Emergency Telecommunicator
Certified Emergency Medical Dispatcher
Certified Emergency Fire Dispatcher
Certified Emergency Police Dispatcher
METERS/NCIC CN1
Timeline
Medical Office Assistant
Carroll Occupational Health
04.2025 - Current
Sales Consultant
Progressive Casualty Insurance
10.2024 - 04.2025
911 Dispatcher
Howard County Police Department
02.2024 - 09.2024
Hot Hula Fitness Instructor
Spotlight Studio
11.2014 - 12.2016
Customer Service Representative II
GEICO
08.2011 - 09.2012
Bartender/Wing Certified Trainer
Buffalo Wild Wings
07.2008 - 09.2011
High School Diploma - Musical Theater
G Star School of The Arts