JACKLYN JACKSON
San Antonio
Summary
To obtain a position within a people focused organization where I can leverage my strong communication and organizational skills, extensive customer service experience and collaborative mindset. I am committed to contributing meaningfully - whether as a team player or working independent- by applying my expertise in a dynamic, goal driven environment that values operational excellence and continuous improvement.
Overview
14
14
years of professional experience
Work History
Dispatcher
Alamo Heating & Air Conditioning
03.2022 - 08.2025
- Apply critical thinking and organizational strategies to effectively manage service coordination, data systems, and high-pressure situations in a dynamic work environment.
- Utilize advanced interpersonal and communication skills to collaborate with cross-functional teams, resolve conflicts, and operate dispatch technologies including GPS and computer-aided systems.
- Managed team scheduling to ensure adequate coverage during peak hours and minimize delays.
- Communicate with customers to schedule appointments, confirm service details, and provide updates on technician arrival times.
- Utilized dispatch software to manage work orders , monitor flow of paper flow, and directed information to appropriate departments.
- Prioritize emergency and high priority service request , balance workloads across teams to maintain service level agreements and minimize downtime.
- Maintain records of service needs and customer interactions to support billing, compliance and operational reporting.
Dispatcher
Waste Connections
06.2017 - 12.2022
- Monitored driver activity to ensure strict adherence to DOT regulations and internal compliance standards.
- Maintain accurate and timely documentation across operational workflows, audits, and regulatory reporting.
- Managed administrative functions including payment processing, work order tracking, scheduled updated service tickets, and verified job completion.
- Coordinated daily rolloff container and front load dumpster dispatch operations ensuring timely pickups, deliveries and exchanges across multiple service zones.
- Utilized dispatch software(service titan , service fusion) and GPS tracking system to optimize routes, reduce idle time and improve fuel efficiency.
- Oversaw team performance, mentoring staff to improve accuracy in dispatch operations.
- Managed customer service inquiries, ensuring prompt resolution and high satisfaction levels.
Call Center Representative
MMC GROUP
01.2016 - 01.2017
- Assisted customers with Medicaid-related inquiries, tracked interactions in state systems, and maintained high performance on QA metrics.
- Navigated complex databases to provide timely, respectful service and solutions.
- Collaborated with team members to streamline communication processes and improve response times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Clerk III / Caseworker II
Health and Human Services
05.2011 - 05.2016
- Delivered comprehensive case management and administrative support for public assistance programs including SNAP, TANF, and Medicaid.
- Conducted detailed client interviews and eligibility assessments to determine appropriate benefits and services.
- Verified and calculated client income and resources; processed applications, changes in status, and benefit adjustments with accuracy and efficiency.
- Maintained up-to-date and compliant case records using automated systems; conducted ongoing reviews to ensure continued program eligibility.
- Provided professional customer service by responding to inquiries, resolving issues, and offering guidance on benefits through in-person and phone communication.
- Supported operational workflows through data entry, document processing, mail distribution, and preparation of statistical and program reports.
- Ensured adherence to state policies and procedures while maintaining confidentiality and accuracy in all client interactions and documentation.
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
Education
High School Diploma -
Fox Tech High School
San Antonio, TXSkills
- MS Office Proficient
- 38 WPM Typing Speed
- Mass Data Entry
- Multi-Line Telephony
- Office Equipment Proficiency
- Strong Customer Service & Conflict Resolution Skills
- Experienced in Administration & Dispatch
- Customer Accounts Management
- Case Management Experience
- Familiar with GPS, Two-Way Radios & Dispatch Software
- Attention to detail
- Stress tolerance
- Time management
- Prioritizing calls
- Schedule coordination
LANGUAGES
English: Fluent
Timeline
Dispatcher
Alamo Heating & Air Conditioning
03.2022 - 08.2025
Dispatcher
Waste Connections
06.2017 - 12.2022
Call Center Representative
MMC GROUP
01.2016 - 01.2017
Clerk III / Caseworker II
Health and Human Services
05.2011 - 05.2016
High School Diploma -
Fox Tech High School
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