Ivory Jackson
Farmersville,TX
Summary
Employee-focused Human Resource Specialist with detailed knowledge of organizational human resources policies, services and practices. Essential facilitator of key operational details relevant to company onboarding and exit procedures, assisting employees with smooth transitions on either end. Diplomatic mitigator of conflicts between employees and organizational leadership, utilizing deescalation and drawing on ample resources to achieve solutions.
Meticulous administrative assistant and office clerk bringing 6 years of experience promoting open-door environment conducive to superior team morale and performance. Cultural change-management specialist with expertise in training, orientation and on-boarding. Highly skilled in regulatory compliance, benefits administration and operational planning and committed to promoting diversity and inclusion in employee relations. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
UnitedHealthcare
Remote/Home
08.2022 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Researched and analyzed complex claims to determine next steps and possible outcomes.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
Human Resource Specialist
U.S. Army Active Duty
Fort Lee, VA
06.2018 - 11.2019
- Answered office phone and emails to schedule appointments, forward information and complete confidential paperwork.
- Documented and routed business correspondence to manage office paperwork.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
- Monitored office entrance to maintain visitor security protocols and prevent unauthorized access.
- Handled requests-for-information, delegating tasks to appropriate employee to optimize customer service.
- Coded invoices and other records to maintain organized and accurate records.
- Scheduled and confirmed appointments.
- Maintained daily calendars, set appointments with clients and planned daily office events.
- Set up and maintained physical and electronic filing systems to maintain organizational efficiency.
- Managed phone calls from clients during executives' absences and delivered informative answers to questions.
- Assisted organizational efforts by filing, entering data and answering phones.
Human Resources Specialist (42A)
U.S. Army Active Duty
Fort Campbell North, KY
05.2013 - 06.2018
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Educated customers on special pricing opportunities and company offerings.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Kept office records organized and supplies well-stocked for optimal team performance.
- Delivered helpful and kind customer service to guests, maintaining composure in stressful situations to maximize customer satisfaction.
- Documented and routed business correspondence to manage office paperwork.
- Followed specific company rules to maintain integrity and security of data.
- Greeted customers, answered account questions and resolved complaints.
- Placed orders for office products, including paper and toner and kept strict eye on inventory.
- Maintained records of personnel documents, including payroll forms, leave notifications, employee files, benefits information and workers' compensation files.
Education
High School Diploma -
Texas High School
Texarkana, TX05.2012
Skills
- Benefits administration
- Training and Development
- Microsoft Word
- Time Management
- Multitasking
- Planning
- Scheduling and calendar management
- Active listening
- Data entry
- Customer Service
- Problem-solving abilities
- Active Listening
- Data Entry
- Critical Thinking
- Customer Relations
- Call center experience
- Scheduling
- Appointment Scheduling
- Documentation
- Data Collection
- Clerical Support
- Live chat support
- Account updating
Timeline
Customer Service Representative
UnitedHealthcare
08.2022 - Current
Human Resource Specialist
U.S. Army Active Duty
06.2018 - 11.2019
Human Resources Specialist (42A)
U.S. Army Active Duty
05.2013 - 06.2018
High School Diploma -
Texas High School