JAKEISHA COBB
Jacksonville,FL
Summary
Dedicated customer service professional with 7+ years of experience in high-volume customer support environments. Skilled in Salesforce, Zendesk, communication, multitasking, and problem-solving. Consistently exceeds key performance metrics while building strong customer relationships and delivering exceptional customer experiences.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Self-Employed Cosmetologist
SELF-EMPLOYED
Jacksonville, Florida
09.2022 - Current
- Coordinated client scheduling, consultations, payments, records, inventory, and daily business operations to ensure seamless workflow.
- Built strong client relationships through personalized service, communication, and professional problem resolution.
- Cultivated strong client relationships through attentive service and proactive follow-up communication.
- Utilized time-management and multitasking skills to deliver organized and positive client experiences.
Account Support Specialist
VERIZON
09.2020 - 08.2022
- Resolved complex concerns, achieving call handling and first-call resolution goals while maintaining high customer satisfaction.
- Managed customer account inquiries, addressing billing, service issues, and plan changes to enhance satisfaction.
- Utilized CRM systems for documenting interactions and tracking issue resolution, ensuring accurate account management.
Customer Experience Representative
KELLY CONNECT
11.2016 - 05.2018
- Resolved booking, membership, and account concerns, effectively navigating multiple systems to enhance customer satisfaction.
- Managed high-volume inquiries and coordinated with internal teams on escalations to ensure timely resolutions.
- Provided customer service via phone, email, and chat, ensuring quick resolution of issues.
Healthcare Claims Processor
ELEVANCE HEALTH
06.2014 - 11.2016
- Processed medical claims, verifying eligibility, coverage, benefits, and supporting documentation to ensure accurate claims processing.
- Collaborated with patients, providers, and internal teams to research and resolve claim issues, enhancing communication and resolution efficiency.
- Maintained accurate claim data and safeguarded sensitive information in compliance with HIPAA regulations.
Education
Master of Science - Interdisciplinary Studies
Liberty University
Lynchburg, VA12-2027
Associate of Science - Criminology
Albany State University
Albany, GA05-2017
Skills
- Client Consultations
- Client Support
- Customer Service
- CRM management
- Salesforce expertise
- Multi-channel support
- Client Record Management
- Time Management
- Multitasking
- De-escalation
- Conflict Resolution
- Health & Safety Standards
Languages
English, Native
Military Service
United States Army, 05/18, 06/20, Discipline & accountability, Team collaboration, Adaptability & problem-solving
Certification
- EFDA Certification
- Master Cosmetologist
Timeline
Self-Employed Cosmetologist
SELF-EMPLOYED
09.2022 - Current
Account Support Specialist
VERIZON
09.2020 - 08.2022
Customer Experience Representative
KELLY CONNECT
11.2016 - 05.2018
Healthcare Claims Processor
ELEVANCE HEALTH
06.2014 - 11.2016
Master of Science - Interdisciplinary Studies
Liberty University
Associate of Science - Criminology
Albany State University