Summary
Overview
Work History
Education
Skills
Accomplishments
References
Timeline
Generic

Janecia Gaskins

Covington,GA

Summary

Organized and dependable candidate who is multi-talented and successful at managing multiple priorities with a positive attitude and willingness to take on added responsibilities to meet team goals. Successful in applying strong communication and problem resolution skills to each customer or employee issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal relationships.

Overview

7
7
years of professional experience

Work History

Seasonal Contact Representative

Internal Revenue Service
02.2022 - 08.2023
  • Completes evaluative review on toll-free telephone calls utilizing the Contact Recording System, review closed paper cases using the electronic Correspondence Imaging System (CIS), evaluate the effectiveness of the call/case, identify if all customer issues were resolved and actions taken were complete and correct, evaluate current procedures and policy, propose appropriate action which may include changes Probe and Response Guide, Interactive Tax Law Assistant (ITLA) and Internal Revenue Manual (IRM) revisions, measure the accuracy of service provided to AM customers, use quality monitoring techniques, contact recording, CIS, and diagnostic reports to assess quality and identify trends affecting quality, maintain current knowledge of procedures, polices and directives, answer questions and provide both classroom and On Job Training (OJT) instructions to employees, analyze and evaluate information involving the research of records and the nature of each inquiry including the way it was presented in order to determine if all aspects of the case were completed accurately.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Responded to customer calls and emails to answer questions about products and services.

Claims Processor-Remote Temp Employee

Georgia Department of Labor via MAU Workforce
03.2020 - 03.2023
  • Assist with Customer Unemployment claims, utilize government systems to access confidential information to assist clients with questions or concerns about their claims, under minimal supervision demonstrates the ability to multi-task and complete 160+ claims daily using Oracle and AS400 systems, address customer concerns regarding payments and additional information needed to complete claims.
  • Utilized specialized software to process incoming claims, enter data and generate reports.
  • Managed workload and priorities to meet claims processing meet deadlines.
  • Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.

CSR/CSM/ Executive Assistant to agent

STATE FARM
07.2019 - 03.2022
  • As a Customer Service Rep: Use scripted responses to assist customers, agents, and State Farm employees by phone, Manage a variety of customer service situations, Answer insurance-related questions from callers, created leads to generate sales. Take initial loss reports and provide claim personnel contact information, Take payments and answer bill related questions, Take and send detailed messages to agents/claims personnel, documents and process assignments on CRM / Salesforce ,Provide emergency customer assistance while on the phone, utilize computer technology to access online job aids, navigate the State Farm intranet to locate information, and electronically file claim reports, Apply State Farm policies and procedures to unique situations, Work in a contact center environment, Provide in-language service for Spanish speaking customers Develop leads, schedule appointments, identify customer needs, and market appropriate products and services to secure sale, Provide prompt, accurate, and friendly customer service. Maintaining a system to track sales goals, Service can include responding to inquiries regarding insurance availability, eligibility, coverages, policy changes in AS400 system, transfers, claim submissions, and billing clarification
  • As a Customer Service Manager: retention of clients, resolution of any customer concerns or issues, finding feasible solutions to maintain the relationship with clients ,Process and track complaints and assignments in CRM / Salesforce.
  • As Executive Assistant: determine office staffing needs, managed online job boards and position postings, oversaw screening with help from ATS or Workday, interviewing, hiring and training of new agents, conduct reference checks with hiring managers, responsible for job shadowing and onboarding of new hires, developed schedules, updating personnel files, supervised within HR policies and guidelines and managed office with minimal supervision.
  • Skilled at working independently and collaboratively in a team environment.
  • Self-motivated, with a strong sense of personal responsibility.
  • Strengthened communication skills through regular interactions with others.
  • Adaptable and proficient in learning new concepts quickly and efficiently.

Economic Support Specialist II

Division of Family and Children Services
09.2016 - 06.2019
  • Successfully completed required trainings with a 98% average, determines eligibility for Supplemental Nutrition Assistance Programs (SNAP) and Family Medicaid assistance programs, provides emergency assistance to families in need , processes applications and/or renewals using appropriate criteria and policies consistently and according to established federal guidelines, record and evaluate personal and financial data obtained from individuals, conducts interviews via telephone/face to face with clients in a professional and empathetic manner, key in a high volume of data using standard office hardware and software, perform other professional responsibilities as assigned and assisted with the New Hire process for new employees including training, onboarding, and timesheets. Maintained supply orders for team of 40+, which included invoices and some accounts payable.
  • Gave presentations to community organizations, schools and other groups to educate public about different resources.
  • Led group discussions and activities to meet different community needs.
  • Helped clients navigate social services system and access needed resources.

Education

Pursuing Associates Degree In HR Management/Business Administration -

Georgia Piedmont Technical College
06.2024

High School Diploma -

Wayne County High School
Jesup, GA
05.2012

Skills

  • Positive Attitude
  • Computer Literacy
  • Empathy and Patience
  • Problem Solving
  • Time Management
  • Adaptability and Flexibility
  • Self-Motivation
  • Sales Techniques
  • Professionalism
  • Data Entry Proficiency
  • Teamwork and Collaboration
  • Employee and Customer Retention

Accomplishments

  • Quality Star Rated 2017-2019 by the State Of Georgia for accuracy and efficiency
  • Promoted within office several times

References

Available Upon Request

Timeline

Seasonal Contact Representative

Internal Revenue Service
02.2022 - 08.2023

Claims Processor-Remote Temp Employee

Georgia Department of Labor via MAU Workforce
03.2020 - 03.2023

CSR/CSM/ Executive Assistant to agent

STATE FARM
07.2019 - 03.2022

Economic Support Specialist II

Division of Family and Children Services
09.2016 - 06.2019

Pursuing Associates Degree In HR Management/Business Administration -

Georgia Piedmont Technical College

High School Diploma -

Wayne County High School

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Janecia Gaskins