Farrow Jackson
May
Summary
Driven professional with a solid background in customer service and communication. Proven ability to understand client needs and deliver tailored solutions, managing high volumes of calls while maintaining accuracy in data documentation and professionalism. Eager to leverage skills in a dynamic organization focused on customer satisfaction.
Overview
25
25
years of professional experience
Work History
Call Center Agent
Erie Home
Toledo
04.2026 - 06.2026
- Managed high-volume inbound calls to resolve customer inquiries and concerns, ensuring customer satisfaction and retention.
- Handled high-volume of outbound cold and warm calls based on consumer inquiries, qualifying prospects with specific scripts and rebuttals to communicate product benefits and assess homeowner interest, while setting appointments for in-home sales representatives and documenting customer interactions in dual-monitor systems.
- Provided accurate product information to assist customers with their decision-making.
- Documented call details in customer management system, facilitating accurate records for future reference.
Verification Specialist
InformData
05.2025 - 08.2025
- As a Verification Specialist, I play a critical role in ensuring the accuracy of the information provided by candidates on employment and leasing applications.
- Validated candidate details by contacting academic institutions, professional references, military organizations, and employers.
- Managed inbound and outbound calls to academic institutions, employers, military organizations, government agencies, and professional references to verify candidate information.
- Handled escalated cases with academic institutions and employers to effectively verify candidate information.
- Maintained professionalism on calls and in all internal and external communications to ensure positive interactions.
- I had to maintain and improve quality of results by adhering to standards and guidelines.
Member Enrollment Specialist
Ontrak Health
01.2025 - 04.2025
- Informed members on accessing health plan benefits and guided them through enrollment process.
- Performed health and determinant of need assessments with members to identify their specific goals, needs, and barriers to care.
- Conducted outbound calls for Sentara, Emblem Health, and CCP to introduce programs and encourage member participation.
- Scheduled appointments and referrals for members and connected them with psychologists and therapists.
- Maintained accurate records of all interactions, resolved member issues, and conducted follow-up calls to strengthen customer relationships.
Outbound Call Center Representative
Signify Health
02.2023 - 11.2024
- As a Member Engagement Coordinator, my daily role is to contact members of various Medicare Advantage and Medicaid health plans by phone to offer, explain, and schedule a free in-home or virtual healthcare evaluation.
- Made average of 50 outbound calls per hour using automatic dialer to offer, explain, and schedule free in-home or virtual health evaluations with providers.
- Met daily goals set by the department, including 300-400 outbound dials and 24 appointments scheduled.
- Followed 20+ approved scripts, ensured members understood terms, and responded to rebuttals with professional courtesy to meet productivity, quality, and customer service goals.
- Adjusted, rescheduled, and canceled appointments with members and contracted providers. Monitored performance results, including appointments, calls, handle time, and productivity.
- Engaged clients and health plan members with a positive and professional demeanor during interactions.
- Followed HIPAA and other security and privacy guidelines when handling protected health information during normal work activities.
Founder
The Way of Truth Assembly
01.2007 - 01.2022
- Generated revenue through freelance writing, economic consulting, and authoring a poetic romance novel, while designing various product lines including clothing, kitchen, automotive, bath and body products, perfumes, colognes, and custom golf balls.
- Built an excellent digital marketing strategy, increased the organization's visibility and expanded its reach, enhanced the organization's conversion and created loyal customers.
- Maintained development, content management, site configurations, and design of organization's website to enhance user experience and engagement.
- Answered inbound calls and processed orders while establishing a program to feed the homeless and creating a youth program to provide alternative activities for troubled youth.
Customer Service Representative
Capital One
01.2004 - 01.2006
- Resolved customer complaints through effective communication and problem-solving techniques.
- Handled customer inquiries, processed payments, and scheduled extensions to fulfill diverse needs.
- Assisted customers with account inquiries and transaction issues.
- Delivered warm, welcoming support on inbound calls, enhancing customer experience.
- Utilized internal systems to update customer information and account details.
Sales Representative
Vector Marketing
01.2001 - 01.2003
- Scheduled appointments, conducted presentations, wrote orders, and provided exceptional service to address customer requests.
- Engaged customers through product demonstrations and effective communication strategies.
- Developed strong relationships with clients to enhance customer loyalty and retention.
- Collaborated with team members to strategize sales approaches and improve performance.
- Approached potential customers in comfortable environments, built rapport, and established emotional connections through personalized CUTCO Cutlery demonstrations at intimate dinners or events, influencing purchase decisions and fostering long-term customer relationships.
Education
DIPLOMA -
WAXAHACHIE HIGHSCHOOL
Waxahachie, TX05-2001
Skills
- Call Handling
- CRM Software
- Inbound Sales
- Appointment management
- Customer interaction
- Data entry
- Data gathering
- Problem Solving Abilities
- Active listening
- Clear communication
- Team Collaboration
- Organizational Know-How
- Communication Skills
- Problem solving
Timeline
Call Center Agent
Erie Home
04.2026 - 06.2026
Verification Specialist
InformData
05.2025 - 08.2025
Member Enrollment Specialist
Ontrak Health
01.2025 - 04.2025
Outbound Call Center Representative
Signify Health
02.2023 - 11.2024
Founder
The Way of Truth Assembly
01.2007 - 01.2022
Customer Service Representative
Capital One
01.2004 - 01.2006
Sales Representative
Vector Marketing
01.2001 - 01.2003
DIPLOMA -
WAXAHACHIE HIGHSCHOOL