Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
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Jaime Mackey

Conroe

Summary

Versatile and reliable professional bridging the gap between financial operations and technical support. Adept in tax preparation, bookkeeping, and financial compliance, with hands-on expertise in platforms like QuickBooks, TurboTax, Salesforce, Excel, and cloud tools. Equally skilled in diagnosing and resolving hardware, software, and network issues, providing responsive tech support for both in-house teams and remote users. Known for clear communication, problem-solving agility, and a holistic approach to streamlining business systems.

Overview

22
22
years of professional experience
1
1
Certification

Work History

VIRTUAL AGENT

WORKING SOLUTIONS
03.2023 - Current
  • Provided TurboTax online and desktop software technical support
  • Provided Quickbooks online software support including Quickbooks Accountant
  • Ability to adapt communication style to a wide variety of personalities and situations
  • Handled secure, sensitive customer information
  • Followed strict procedures regarding the protection of personally identifiable information (PII)
  • Provided technical troubleshooting
  • Navigated multiple systems at once and multitask
  • Handled both dial-in and dial-out phone contacts with tact and professionalism
  • Handled payments and refunds
  • Technical savvy to multi-task and navigate through multiple applications with speed and accuracy
  • Troubleshoot mobile app software and assist in uninstalling and installing mobile app software on mobile devices
  • Performed online research
  • Provided Quickbooks Online bookkeeping customer service skills
  • Provided assistance processing payroll

CSR

FOUNDEVER
03.2022 - 04.2023
  • Licensed Property and Casualty Insurance producer in a customer service representative position
  • Licensed in 48 states and D.C.
  • Provide strong customer service skills
  • Conduct sales presentations with the intent of selling an insurance product
  • Create new insurance policies and insurance quotes for clients
  • Specialize in new business and existing business account development
  • Assist existing and new customers with questions about their policies
  • Ability to adapt communication style to a wide variety of personalities and situations
  • Handle secure, sensitive customer information
  • Followed strict procedures regarding the protection of personally identifiable information (PII)
  • Navigate multiple systems at once and multitask
  • Handle both dial-in and dial-out phone contacts with tact and professionalism
  • Technical savvy to multi-task and navigate through multiple applications with speed and accuracy
  • Meet and exceed sales objectives and metrics

PATIENT SAFETY ATTENDANT

HCA HEALTHCARE
03.2021 - 05.2022
  • Ensure that the patient's environment is free of obstacles and minimize the risk of falls and accidental or intentional self-harm
  • Assist with basic activities of daily living
  • Always maintain a direct line of sight with patients, including while family and/or visitors are in the room
  • Accompany patients and ensure patient safety during transportation, testing, and procedures occurring away from the patient's normal environment
  • Establish a safe, risk-free patient environment by utilizing knowledge of fall prevention protocols, infection control measures, and self-harm prevention
  • Perform room assessment regularly and after any visitations
  • Monitor the patient's physical and emotional condition
  • Report any changes in status promptly while remaining in direct line of sight with the patient
  • Intervene as needed to prevent the patient from harming themself or others
  • Seek immediate assistance for escalating incidents
  • Recognizes patient discomfort and responds/reports promptly to a licensed nurse
  • Communicates directly and effectively to unit staff in the event that a patient is at risk for a fall
  • Creates clear, accurate documentation on patient status and activity during the shift
  • Demonstrates knowledge and respect of patient rights to privacy and protection of patient confidentiality
  • Promote consistent, positive patient interactions that advance the agenda of the unparalleled patient
  • Perform vital signs
  • Maintenance of the patient medical record in the electronic health record (assembly, order entry, consultations)
  • Management, cleaning, inventory, and organization of departmental equipment and supplies
  • Effectively uses the computer system and programs in managing order entry and supplies
  • Perform unit administrative assistant functions consistent with good patient care and in accordance with the policies, procedures, and standards of the facility
  • Handles all clerical functions related to patient care, as assigned
  • Handles all secretarial functions within the unit, as assigned
  • Serves as a liaison within and outside the area with both internal and external customers
  • Customer service skills required in working with a variety of staff and physicians
  • Flexible and adaptable to a wide range of tasks

TECHNICAL SUPPORT, ADVISOR 1

CONCENTRIX
06.2021 - 02.2022
  • Provide technical support for wireless handheld devices and computers
  • Provide strong customer service skills
  • Ability to adapt communication style to a wide variety of personalities and situations
  • Handle secure, sensitive customer information
  • Followed strict procedures regarding the protection of personally identifiable information (PII)
  • Provide technical troubleshooting
  • Navigate multiple systems at once and multitask
  • Handle both dial-in and dial-out phone contacts with tact and professionalism
  • Technical savvy to multi-task and navigate through multiple applications with speed and accuracy
  • Used screen-share technology to assist customers
  • Troubleshoot software and assist in uninstalling and installing software on iOS and macOS operating systems

VIRTUAL AGENT

WORKING SOLUTIONS
12.2017 - 05.2020
  • Provided TurboTax online and desktop software technical support
  • Ability to adapt communication style to a wide variety of personalities and situations.
  • Handled secure, sensitive customer information
  • Followed strict procedures regarding the protection of personally identifiable information (PII).
  • Worked in the escalations department to provide advanced customer resolution by clarifying customers' concerns, determining the cause of the concern, and selecting the best solution to solve it.
  • Worked as a Team Lead
  • Provided technical troubleshooting
  • Navigated multiple systems at once and multitask
  • Handled both dial-in and dial-out phone contacts with tact and professionalism
  • Handled payments and refunds
  • Technical savvy to multi-task and navigate through multiple applications with speed and accuracy
  • Used screen-share technology to assist customers
  • Troubleshoot software and assist in uninstalling and installing software on different operating systems
  • Performed online research

SALES PROCESSOR

CBDHR
San Antonio
08.2007 - 07.2008
  • Company Overview: San Antonio, TX
  • Provided administrative support to accounting staff.
  • Processed real estate sales transactions and real estate agents' sales checks.
  • Provided critical information to service departments as part of operations.
  • Maintained accurate records and ensured timely completion of all necessary paperwork.
  • Increased productivity by effectively managing workload and prioritizing tasks.
  • Enhanced team collaboration, sharing best practices for efficient processing techniques.
  • Received and reviewed incoming documents and materials.
  • Assisted colleagues as needed, fostering a positive work environment based on teamwork and mutual supportiveness.
  • Demonstrated flexibility when adapting to new processes or guidelines while maintaining consistently high levels of productivity.
  • San Antonio, TX

DATA TRANSCRIBER

Department Of Treasury, IRS
San Antonio
12.2002 - 02.2008
  • Company Overview: San Antonio, TX
  • Located and corrected data entry errors and reported to management.
  • Verified accuracy of data before transcribing.
  • Developed expertise in industry-specific terminology to enhance the precision of transcriptions across multiple fields.
  • Elevated the overall quality of work products through ongoing self-assessment, peer feedback, and active participation in professional development opportunities.
  • Experience using 10-key.
  • Experience handling wages and investments.

Education

Bachelor of Science - Psychology

Sam Houston State University
Huntsville, TX
12-2027

Associate of Science -

Lone Star College
Houston, TX
05-2025

Skills

  • Reliability and punctuality
  • Mental health awareness
  • Professionalism and ethics
  • Stress tolerance
  • De-escalation techniques
  • Reliability
  • Excellent communication
  • Organizational skills
  • Team collaboration
  • Active listening
  • Decision-making
  • Adaptability and flexibility
  • Effective communication
  • Mental health support
  • Crisis intervention
  • Bookkeeping
  • Advanced computer skills
  • Data inputting
  • Customer service
  • Microsoft Excel
  • Microsoft Outlook
  • Microsoft Word
  • Time management
  • File organization
  • Customer and client relations
  • Strong problem solver
  • Critical thinking

Certification

  • Intuit Academy Bookkeeping Specialization 8/15/2024

Timeline

VIRTUAL AGENT

WORKING SOLUTIONS
03.2023 - Current

CSR

FOUNDEVER
03.2022 - 04.2023

TECHNICAL SUPPORT, ADVISOR 1

CONCENTRIX
06.2021 - 02.2022

PATIENT SAFETY ATTENDANT

HCA HEALTHCARE
03.2021 - 05.2022

VIRTUAL AGENT

WORKING SOLUTIONS
12.2017 - 05.2020

SALES PROCESSOR

CBDHR
08.2007 - 07.2008

DATA TRANSCRIBER

Department Of Treasury, IRS
12.2002 - 02.2008

Bachelor of Science - Psychology

Sam Houston State University

Associate of Science -

Lone Star College

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