Holly Jackson
Grand Prairie,TX
Summary
To utilize my personal and professional skills and experience to obtain a position within a company to provide immediate contribution to the overall bottom line as well as help in overall growth and common core value representation.
Knowledgeable Customer Experience Advocate with proven track record in enhancing customer satisfaction through effective communication and problem resolution. Known for successfully improving customer retention and loyalty by implementing tailored support strategies. Demonstrated ability in using active listening and empathy to resolve issues efficiently.
Overview
18
18
years of professional experience
Work History
Customer Experience Advocate 11
GM Financial
Arlington, TX
01.2022 - Current
- Answering inbound calls from our Retail and Lease customer concerning account details and billing.
- Processing data analyzation to promote Gm branding and loyalty to increase continuous customer relation.
- Establish and develop open relationships with varies departments such as payment services, Title/PDP, and account services to enhance customer experience and secure customer and dealership loyalty.
- Schedule appropriate follow-up to ensure customer expectations are met.
Detention Officer
Dallas County Sheriff’s Department
Dallas, TX
08.2019 - 01.2022
- Conduct inspections, rounds, and drills which include room checks.
- Monitor a jail pod that contains up to 64 inmates.
- Escort inmates to and from arraignments.
- Monitors and controls inmates’ behavior in holdover cells and housing unit cells and periodically conducts physical head counts.
- Supervises the serving of meals, laundering and exchange of clothing and bedding, as well as cleaning and sanitation within a secure facility.
Strategic Account Service Resolution Specialist
United Health Group
Richardson, TX
06.2016 - 08.2019
- Receiving inbound calls from Healthcare Providers about benefit plans, claims and authorization
- Verify and review ICD 10 Diagnosis Codes as well as CPT Codes for validity and insurance billing.
- Inpatient and Outpatient authorization creation and review as well as facilitating communication between Case Managers and Providers
- Commercial and Gated benefit plan verification and confirmation of packages nationwide
- Mid-Level Experience with DOS Systems – UNET and NDB for patient and contracts review
- Routinely meeting and exceeding necessary metrics in efficiency, quality and provider experience
Technical Liaison
Time Warner Cable
Irving, TX
11.2007 - 05.2016
- Troubleshooting and overseeing customer complaints, escalations and resolutions, interpret and explain company policies and guidelines.
- Mid-level experience in multiple methods of communication
- Coordinate with technicians to implement a service for damage claims.
Customer Service Representative
Time Warner Cable
Irving, TX
11.2007 - 05.2016
- Answer high volume inbound customer calls and address questions regarding cable accounts.
- Quick ability to build rapport with the provider by continuous reassurance and implementation of best practices to assess and resolve the customer’s issues.
- Build customer relationships, defuse customer escalations and function in a fast-paced environment.
Education
No Degree - Criminal Justice
El Centro Community College
Dallas, TXHigh School Diploma -
Skyline High School
Dallas, TX05-1993
Skills
- Telecommunications support expertise
- Customer relationship management software
- Teamwork and collaboration
- Strategic issue resolution
- Strong focus on accuracy
- Effective problem analysis
- Dependable performance
- Experienced in software utilization
- Responsive to new challenges
- Effective telephone interaction
- Experienced with Microsoft Office applications
- Efficient data entry
- Proactive self-starter
- Comprehensive product insight
- Knowledgeable in medical terminology
- Adherence to procedures
Timeline
Customer Experience Advocate 11
GM Financial
01.2022 - Current
Detention Officer
Dallas County Sheriff’s Department
08.2019 - 01.2022
Strategic Account Service Resolution Specialist
United Health Group
06.2016 - 08.2019
Technical Liaison
Time Warner Cable
11.2007 - 05.2016
Customer Service Representative
Time Warner Cable
11.2007 - 05.2016
No Degree - Criminal Justice
El Centro Community College
High School Diploma -
Skyline High School