Jennifer D Shaw-Buckner
Lucedale,MS
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
AI Quality Specialist (Content Moderation)
Activus Connect
Virtual
03.2023 - 04.2024
- I worked for Activus Connect as a Quality Assurance Analyst for a artificial intelligence bot
- We rate multiple queries a user submits and it is deemed appropriate or inappropriate content based on company guidelines
- Rating the quality of AI-generated writing on rubrics such as factuality, completeness, brevity, and grammatical correctness
- Reviewing work of other raters
- Responding to prompts with top-tier original writing
- The company went through a reduction in force (RIF), and my position was eliminated
Gig Brand Ambassador
Omni Interactions
Virtual
03.2020 - 01.2023
- Working for Horne I obtained a working knowledge of applicant needs and program eligibility criteria
- I reviewed all documents the applicant submitted and documented what else was needed to continue processing their application & assigned the case to the appropriate department for review
- I checked all documents uploaded for irregularities
- This position was a non-phone position & concluded due to the Covid pandemic ending
Customer Service Representative
PNC Bank
Virtual
10.2019 - 01.2020
- I work as a consultant helping members of PNC with billing and fraud issues
- Assisting in resetting user id's and passwords
- Customers also call in to request balance information or recent transaction history
- My husband passed January 5th 2020, due to this I was unable to work FT schedule due to taking care of my daughter.
Customer Service Representative
Alpine Access/ Sykes
Denver, CO
02.2018 - 04.2019
- I worked for this client helping members with benefit information, appeals, assisting with finding in-network providers for different health plans
- Providers call in to dispute claims, check claim status, eligibility information
- I also helped assist members with medication information/claims research by working with Prime Therapeutics on behalf of the Member, Pharmacy &/or Providers Office
HR Coordinator/Manager
Above the Call, Inc
11.2015 - 11.2017
- I worked for Above The Call, Inc submitting invoices to all clients for payments, managing payroll for all employees and submitting payments to employees monthly via pre-paid cards
- Managed recruitment cycle to keep company fully staffed
- I worked overnight juggling inbound customer calls & managing to work at the same time with many different tasks such as Time and Attendance keeping, writing up employees for attendance, hiring and also terminating
- Scheduling employees weekly
- Contacting state agencies on a needed basis for financial purposes
- Submitted and discussed payroll predictions with the COO in the middle of the month
- I also helped with software development during the nights working with multiple programs troubleshooting a new CRM with a developer
- While juggling multiple roles with this client, I was also a team manager
- I assisted in helping new hires while on calls/chats with any questions they may have had pertaining to their call
- If they had a question, I answered back within 2 minutes to their chat
- I also participated in sales for a short time with this company
Virtual Receptionist
Execusist, LLC
Davenport, IA
06.2015 - 09.2015
- I worked for multiple clients answering Inbound Calls (Customer Care, Order Processing, Appointment Scheduling, Technical Support), providing great attention to detail & in a timely fashion with a pleasant phone demeanor
- I also have experience handling multiple calls at one time, very disciplined and I have an amazing organized work ethic
Outbound Telesales (Virtual)
American Support
Holly Hill, FL
08.2014 - 06.2015
- I contacted existing customers by phone to attempt to up-sell or create interest in a cable, Internet, phone service package with pre-loaded leads
- I was promoted into another group of leads due to having great sales skills
- I averaged during the time 8-10 sales a day
Education
High School Diploma -
East Duplin High School
Beulaville, NC06.2011
Skills
- Customer Satisfaction
- Documentation Control
- Quality Metrics
- Issue Resolution
- Decision-Making
- Quality Assurance
- Team Leadership
- Software Development
- Data Analysis
- Customer Service
Timeline
AI Quality Specialist (Content Moderation)
Activus Connect
03.2023 - 04.2024
Gig Brand Ambassador
Omni Interactions
03.2020 - 01.2023
Customer Service Representative
PNC Bank
10.2019 - 01.2020
Customer Service Representative
Alpine Access/ Sykes
02.2018 - 04.2019
HR Coordinator/Manager
Above the Call, Inc
11.2015 - 11.2017
Virtual Receptionist
Execusist, LLC
06.2015 - 09.2015
Outbound Telesales (Virtual)
American Support
08.2014 - 06.2015
High School Diploma -
East Duplin High School