Jackson Tsecheho Darcus
Austin,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
32
32
years of professional experience
Work History
Customer Service Rep
Accenture’s Louisiana Department of Health (LaDH) (Accenture Flex)
Austin, TX
06.2023 - Current
- Log customer requests, troubleshooting and information to ensure proper documentation
- Monitor and track incident resolution within the Service Level Agreement
- Develop and maintain knowledge of customer and customer specific business environments
- Identify root causes for customer dissatisfaction and recommend solutions to improve overall customer satisfaction.
Risk and Payment Analyst
Accenture’s Meta Project (Accenture Flex)
Austin, TX
08.2021 - 06.2023
- Monitor accounts and transactions to identify and predict risky behavior
- Monitor affiliate networks for suspicious activity
- Monitor and investigate transactions using internal tools and external fraud prevention systems
- Monitor payments performance and assist with payments development for the business.
Content Moderator for CSI
Accenture’s Facebook Project (Accenture Flex)
Austin, TX
08.2019 - 08.2021
- Flagged, confirmed, and made decisions on Facebook pages showing, asking, selling, trading, and/or promoting child sexual exploitation/abuse
- Was responsible for finding and categorizing child exploitation material on Facebook and choosing the correct response/punishment to said users.
Content Moderator for CSAI
Accenture’s Google\YouTube Project (contracted through BCForward)
Austin, TX
03.2018 - 03.2020
- Flagged, confirmed, and made decisions on highly offensive and illegal content ranging from sex, murder, and all sorts of crimes in between
- Was responsible for finding and categorizing objectful content whether it was video, audio or text
- Not only remove said items but perform additional punishment to users that may include contacting the local authorities.
Customer Care Rep
Dunn & Bradstreet (contracted through Adecco)
Austin, TX
11.2017 - 03.2018
- Provides timely and accurate information to telephone inquiries and processes transactions from agents and customers of Dun & Bradstreet
- Responsible for inbound calls, outbound calls and emails pertaining to Customer Service inquiries
- Greets customers in a courteous, friendly and professional manner; actively listens to the caller to identify needs and address concerns
- Provide DUNs number and profile support to entities doing business with the Federal Government
- Taking government data and confirming validity through multiple outside resources.
General Merchandise, Grocery, Shelf-Edge Specialist
HEB
Bee Caves, TX
03.2015 - 11.2017
- The Shelf Edge Specialist assists the Shelf Edge Manager in the efficient operation of the department to meet business objectives and customer needs
- This includes Inventory Management, Plan-O-Gram Integrity & Price Image and of course customer service while handling said duties which include but not limited to: Inventory Management, Plan-O-Gram Integrity, Price Image, Stocking and Updating Products.
Contact Center Representative
Texas Medicaid Healthcare Partnership/Accenture (contracted through Chase)
Austin, TX
09.2014 - 02.2015
- Provide doctors, nurses, ambulances, providers, etc
- With general information concerning the Texas Medicaid Program
- Responsibilities include policy education, claims filing assistance, financial inquiries, eligibility inquiry, Title XIX Family Planning, and provider education along with maintenance of provider accounts, advising providers on how to complete a Texas Medicaid program application, and answering questions regarding policies which impact enrollment
- Ambulance queue handles questions regarding claims, non-emergency ambulance prior authorizations, emergency transports, and informs providers of billing information concerning the Ambulance Program.
Senior Customer Care/Tech Support and Fraud Rep.
Citrix Online
Goleta, CA
04.2006 - 07.2013
- Provide expert customer service and technical support for the world’s leading remote control PC software GoToMyPC, GoToMeeting, GoToWebinar and GoToAssist
- Skills/Duties: Process 50+ calls and 25+ emails daily ranging from account administration and training to tech support on various devices and technologies
- Including but not limited to PCs, Apple computers, iPads, iPhones, Androids, etc
- Expert communication skills so that I could talk to customers from all types of technological backgrounds in a friendly and polite manner
- Fraud Dept: scouring data for fraudulent activities and calling customers to arrange payment options for them to pay off their debt to us.
- Investigated potential fraud cases by gathering and analyzing customer data.
- Provided court testimony for civil and criminal fraud cases and answered all questions truthfully.
- Assisted in resolving disputes between customers and banks regarding suspicious transactions or account activity.
- Tracked chargeback activity to identify best practices for determining fraud.
- Reviewed reports from external sources such as law enforcement agencies, credit bureaus. for possible fraud indicators.
- Made recommendations for closing accounts and performed associated follow-up.
Assistant to Owner
Zad Designs/Futton Gallery
Ventura, CA
10.2005 - 04.2006
- Assist the owner in various needs that include carpentry (design and creating custom futons and other custom furniture), warehouse organization and upkeep, furniture deliveries and sales.
Retail Warehouse Associate
Harbor Freight
Ventura, CA
10.2005 - 01.2006
- Stock and retrieve warehouse merchandise in a timely manner
- Work alone and in groups overnight
- Keep stocking areas clean
- Able to lift 75lbs or more continually throughout the shift.
Warehouse/Driver
Multimedia Publishing and Packing
Chatsworth, CA
09.2005 - 10.2005
- Stock and create orders in the warehouse
- Drive throughout the Los Angeles area to pick up and drop off merchandise for a multimedia company.
Customer Service Rep
The Vitamin Shoppe
Woodland Hills, CA
08.2005 - 09.2005
- Assist customers with making a more informed purchase of fine health and beauty aids
- Duties include but not limited to stocking, lifting, cash register and the all important educated customer service.
Warehouse/Forklift Driver
K Mart
Goleta, CA
02.2005 - 04.2005
- Worked in the receiving area and reassess returned and broken merchandise to proper facilities.
NOC Children’s Counselor
Casa Pacifica
Camarillo, CA
07.2004 - 02.2005
- In charge of Casa Pacifica's Caldwell Residential facility during the NOC shift (10:30pm to 8:30 am)
- Skills/Duties: These include but are not limited to counseling residents, cooking, first aid, cleaning, washing, residential containment, residential paperwork, computer work and security.
Service Deli Manager
Albertsons
Oxnard, CA
10.2003 - 03.2004
- I lead a team of eight people responsible for customer service, cooking, stocking, advertising, and providing reliable information to senior management, with data obtained weekly from post-product pricing studies and advertising
- Skills/Duties: Monitors and reports on service delivery metrics and overall performance
- Created work schedules for my staff
- Created advertising for weekly specials.
Senior Graphics Designer/HTML Architect
Web Associates
San Luis Obispo, CA
06.1997 - 09.2002
- I led design, production, and client management, storyboarding, original art, upkeep, and QA for such clients as Apple Computer, Lucent Technologies, Hewlett Packard, and others
- Skills/Duties: Coding HTML, XML, CSS to create web pages
- Use graphic manipulation software like Photoshop and Illustrator for graphics
- Hand drawn storyboards and original artwork creation.
Senior Radiology Librarian
Santa Barbara Medical Clinic
Santa Barbara, CA
06.1992 - 06.1997
- Lead staff in assisting doctors and radiologists with patients x-rays, and medical files
- Selects the various film screen type and size and accurately uses each according to departmental policy
- Skills/Duties: Obtains supplies as needed from various storage areas, maintains adequate inventory of supplies for an assigned area, and notifies supervisory personnel of supply shortages and equipment malfunctions.
Education
High School Diploma -
Dos Pueblos High School
Associates of Arts (AA) Degree in Liberal Arts -
Santa Barbara City College
Bachelor of Arts (BA) Degree in Video Game Art and Design -
Westwood College Online
Skills
- Account Auditing
- Data Analysis
- Data Entry
- Purchase Orders
- Accounts Receivable
- Customer Relations
- Account Audits
- Fraud and Anomaly Analysis
- Transaction Review
- Fraud Patterns
- Telephone and Email Etiquette
- Fraud Detection
- Effective Communication
- Risk Level Determination
- Account Information Review
- Dispute Resolution
- Activity Monitoring
- Trend Analysis
- Fraud Identification
- Verbal and Written Communication
References
References available upon request.
Timeline
Customer Service Rep
Accenture’s Louisiana Department of Health (LaDH) (Accenture Flex)
06.2023 - Current
Risk and Payment Analyst
Accenture’s Meta Project (Accenture Flex)
08.2021 - 06.2023
Content Moderator for CSI
Accenture’s Facebook Project (Accenture Flex)
08.2019 - 08.2021
Content Moderator for CSAI
Accenture’s Google\YouTube Project (contracted through BCForward)
03.2018 - 03.2020
Customer Care Rep
Dunn & Bradstreet (contracted through Adecco)
11.2017 - 03.2018
General Merchandise, Grocery, Shelf-Edge Specialist
HEB
03.2015 - 11.2017
Contact Center Representative
Texas Medicaid Healthcare Partnership/Accenture (contracted through Chase)
09.2014 - 02.2015
Senior Customer Care/Tech Support and Fraud Rep.
Citrix Online
04.2006 - 07.2013
Assistant to Owner
Zad Designs/Futton Gallery
10.2005 - 04.2006
Retail Warehouse Associate
Harbor Freight
10.2005 - 01.2006
Warehouse/Driver
Multimedia Publishing and Packing
09.2005 - 10.2005
Customer Service Rep
The Vitamin Shoppe
08.2005 - 09.2005
Warehouse/Forklift Driver
K Mart
02.2005 - 04.2005
NOC Children’s Counselor
Casa Pacifica
07.2004 - 02.2005
Service Deli Manager
Albertsons
10.2003 - 03.2004
Senior Graphics Designer/HTML Architect
Web Associates
06.1997 - 09.2002
Senior Radiology Librarian
Santa Barbara Medical Clinic
06.1992 - 06.1997
High School Diploma -
Dos Pueblos High School
Associates of Arts (AA) Degree in Liberal Arts -
Santa Barbara City College
Bachelor of Arts (BA) Degree in Video Game Art and Design -
Westwood College Online
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