Alexandria Jackson
Carrollton,TX
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence. Motivated to maintain customer satisfaction and contribute to company success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Schedule Coordinating Supervisor
Methodist Healthcare
07.2021 - Current
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Scheduled procedures, surgeries and doctor appointments for average of 40-50 patients per daily.
- Proactively identified scheduling issues and developed quick solutions to promote a increase in efficiency and profitability in over 65%.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Coordinated the upholding of the office to the highest integrity by adhering to all government regulations and company standards.
- Managed all front and back office tasks, including daily operations of the dental office, managing both employee and patient relations, performance management, and achieving operational goals.
Lead Dispatcher/Customer Service Executive
United Postal Service
04.2019 - 06.2021
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems increasing quarterly company proficiency by 43% per software analytics.
- Corresponded with delinquent customers to collect payments and make billing arrangements.
- Confidently multitasked in fast-paced environment while maintaining customer demands.
- Persuaded customers to sign up for customer loyalty program to generate additional company revenue.
- Reviewed paperwork and contracts prior to dispatching crew members to support accuracy and clarify understanding of details.
- Updated vehicle logs, cargo records, and billing statements with accuracy and efficiency.
Administrative Department Head
Kohls Distribution Center
09.2017 - 08.2019
- Provided technical direction through development of outstanding technical capabilities within department.
- Recruited, retained and developed highly capable technical staff decreasing retention by 23% monthly.
- Defined performance expectations, identified professional development and training opportunities and evaluated professional growth through performance reviews.
- Developed budget proposals, policies and fiscal guidelines supporting department goals and growth.
- Completed bi-weekly payroll for 185 employees.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Negotiated and executed contracts on behalf of department.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills maintaining 4.9 + rating for charged department.
Call Center Customer Service Specialist
Teleperformance USA
05.2016 - 09.2017
- Answered over 75+ calls per shift to meet fast-paced call center demands.
- Resolved concerns with products or services to help with retention and drive sales.
- Detailed payment options and explained price, receipt and billing details to customers.
- Improved daily operations, vendor relationships, contractor communication and employee remote access by streamlining processes.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Increased customer base by 25% and improved customer response time by 11%, directly impacting sales in 2021.
- Maintained a 97% satisfaction rating over a 24-month period as a customer care representative.
- Resolved customer complaints and addressed emergency requests and needs.
Education
High School Diploma -
Plano West Senior High School
Plano, TX07.2014
Skills
- File Management
- Customer Support
- Business Administration
- Office Management
- Epic Software
- Risk Management Strategies
- Compliance Management
- Payment Processing
- HIPAA and Confidentiality Compliance
- Compliance Reviews
- Data Collection
- Spreadsheet Management
- Expense Reporting
- Performance Improvement
Certification
CPR Certification 2021- CURRENT
Timeline
Schedule Coordinating Supervisor
Methodist Healthcare
07.2021 - Current
Lead Dispatcher/Customer Service Executive
United Postal Service
04.2019 - 06.2021
Administrative Department Head
Kohls Distribution Center
09.2017 - 08.2019
Call Center Customer Service Specialist
Teleperformance USA
05.2016 - 09.2017
High School Diploma -
Plano West Senior High School