Jaisha Jacques
San Antonio
Summary
Results-driven Customer Service Representative with a 97% satisfaction rating and over five years in the technology, finance, and insurance sectors. Skilled in managing multiple accounts and developing procedures to enhance claim processes, fostering strong relationships with clients to quickly resolve issues and meet business needs.
Overview
7
7
years of professional experience
Work History
Data Analyst
JP Morgan Chase
San Antonio
11.2022 - Current
- Analyzed large datasets to identify trends and inform business decisions.
- Collaborated with cross-functional teams to enhance data reporting processes.
- Presented findings and insights in clear reports for executive leadership meetings.
- Generated reports and obtained data to develop analytics on key performance and operational metrics.
- Worked closely with management to prioritize business and information needs.
Fraud & Claims Representative
JP Morgan Chase
San Antonio
11.2022 - Current
- Analyzed and addressed escalated claims to resolve issues quickly.
- Developed and implemented procedures to detect and prevent fraud.
- Developed and implemented strategies that streamlined claim processes for faster resolution.
- Updated claims system to track claim status and provide relevant information to other department.
- Collaborated with team members to address and resolve customer complaints effectively.
- Managed customer relationships and became a trusted advisor for the customer
- Followed up with customers to resolve outstanding issues and enhance satisfaction.
- Exhibited strong organizational, managerial, and personal skills to successfully communicate and negotiate with internal and external customers
- Worked to ensure customer satisfaction with the product by anticipating customer needs, understanding the overall vision of their company, and helping stakeholders achieve success through the platform
- Received 100% satisfaction rating from bank tellers after completing phone calls
- Worked productively in a fast-moving work environment to process large volumes of claims.
- Examined reports, accounts, and evidence to determine integrity and accuracy of information.
Customer Service Representative
TaskUs Inc.
02.2019 - 11.2023
- Received 97% satisfaction rating from customers after completing phone calls, emails and chat
- Managed customer relationships, establishing trust and acting as a valuable advisor
- Worked to ensure customer satisfaction with the product by anticipating customer needs, understanding the overall vision of their company, and helping stakeholders achieve success through the platform
- Collaborated with team to swiftly resolve customer complaints
- Effectively managed approximately 50-100 incoming calls daily
- Demonstrated strong organizational, managerial, and personal skills in communicating and negotiating with internal and external customers
- Developed and improved the capabilities of the sales representative team over the course of two years
Skills
- Data Analysis Techniques
- Database Management
- Data Documentation
- Optimizing systems
- Automating systems
- Microsoft Office
- Google Suite
- Problem-solving
- Multitasking
- Organizational skills
- Team Collaboration
- Interpersonal Communication
- Communication skills
Accomplishments
- Honored for Employee of the month October 2023 and April 2024 for exceeding expectations and goals for the standardized metrics for fraud and claims.
- Honored for Team All Star July 2023 for going above and beyond for teammates and coworkers with helping and advising of fraud prevention for customers.
- Hosted an online IBP refresher to newly skilled teammates who were training for online claims in April 2024.
Awards
- Dean's List, Abilene Christian University, Completed the first semester with a 3.7 GPA. Worked closely with professors and advisors to complete assigned tasks and activities.
- Outstanding Customer Service Award, Taskus, Recognized for outstanding service to clients and dedication to fellow employees and customers.
- Employee of the Month, JP Morgan & Chase, Honored for exceeding expectations and goals for standard metrics throughout the entire month.
Timeline
Data Analyst
JP Morgan Chase
11.2022 - Current
Fraud & Claims Representative
JP Morgan Chase
11.2022 - Current
Customer Service Representative
TaskUs Inc.
02.2019 - 11.2023