JESSICA KNAACK
Surprise,AZ
Summary
Customer-focused Remote Customer Service Specialist and Financial Aid Advisor with over 10 years of experience in high-volume digital support. Expert in resolving complex inquiries, navigating compliance frameworks, and de-escalating customer issues while achieving exceptional resolution outcomes in remote settings.
Overview
24
24
years of professional experience
Work History
Financial Aid Advisor
UNIVERSITY OF PHOENIX
Phoenix, AZ
09.2024 - 09.2026
- Delivered written and digital guidance to students on Title IV federal aid guidelines, institutional policies, and funding options, ensuring compliance with regulatory standards.
- Managed high-volume digital queues, resolving complex account inquiries via chat, email, and ticketing systems, achieving high first-contact resolution rates.
- Consistently achieved high student satisfaction scores while handling over 40 contacts per day across multiple communication platforms simultaneously.
Property Claims Adjuster
ALLSTATE INSURANCE
Surprise, AZ
01.2024 - 09.2024
- Exercised proper judgment and decision-making to analyze over 20 claims per week.
- Delivered clear, empathetic written and verbal policy explanations to guide policyholders through complex claim processes seamlessly.
- Collaborated with vendors and claims teams using remote tools to manage documentation workflows effectively.
Customer Service & Logistics Specialist
WAYFAIR
Surprise, AZ
11.2019 - 01.2024
- Resolved real-time shipping, delivery, and order issues by handling high-volume inbound 50+ customer calls and chats.
- Handled high-volume inbound supplier emails and messages to troubleshoot and resolve shipping, delivery, and order issues in real time.
- Collaborated with cross-functional teams (sales, suppliers, logistics drivers) via chat software to ensure seamless customer resolutions.
Customer Service Representative
RING
Glendale, AZ
07.2017 - 10.2019
- Translated complex technical and hardware troubleshooting steps into clear, concise instructions, enhancing understanding for non-technical users.
- Documented customer interactions and hardware diagnostics across multi-channel CRM systems, ensuring comprehensive account notes for improved service continuity.
- Worked with 20+ clients to remotely correct technical issues through hardware and application systems.
Inbound Customer Service Representative
U-HAUL
Phoenix, AZ
03.2015 - 07.2017
- Answered 50+ calls per shift to meet fast-paced call center demands.
- Resolved escalated files using conflict resolution and negotiation strategies, retaining dissatisfied accounts.
- Managed real-time reservation schedules and addressed customer inquiries across multiple digital platforms to ensure effective service.
Banking Customer Service & Auto Insurance Agent
USAA
Phoenix, AZ
06.2011 - 05.2014
- Guided members through financing applications to secure personal and auto loans, enhancing financial accessibility.
- Delivered tailored financial advice to 25+ members daily based on comprehensive data analysis.
- Guided members through securing auto insurance coverage to enhance financial protection.
Medical Office Assistant & Systems Specialist
Arrowhead Behavioral Health
Peoria, AZ
09.2002 - 07.2007
- Assisted with patient intake processes, ensuring accurate information collection and documentation. Oversaw patient service functions to optimize payment collection processes.
- Developed and implemented digital record-keeping solutions to enhance office efficiency and transition to electronic documentation for 300+ patient records.
- Maintained electronic health record systems, improving data accuracy and accessibility for healthcare providers.
Education
Associate of Arts (AAS) - Commercial Design & Architecture
Scottsdale College
Scottsdale, AZ08.2007
Associate of Arts (AAS) - Interior Design
FIDM
Los Angeles, CA08.2006
Skills
Financial Aid & Compliance Expertise
- Title IV Federal Student Aid Administration: Title IV Financial Aid Compliance, Federal Student Loan Counseling, Debt & Default Prevention
- Financial Planning & Analysis: Student Financial Planning, Credit Analysis & Risk Assessment, Tuition Support & Funding Allocation
- Loan Servicing & Portfolio Operations: Student Loan Servicing, Debt Management Solutions, & Institutional Funding Administration
Client Success & Digital Support
- Multi-Channel Support Operations: High-Volume Chat & Live Support, Omnichannel Helpdesk Support, Email & Ticketing Operations
- Customer Retention & Issue Resolution: Client Retention Strategies, Complex Dispute Resolution, & Escalation Management
- Data Integrity & Service Excellence: High-Volume Data Processing, Database Accuracy Standards, & Service Level Agreement (SLA) Compliance
Core Executive Competencies
- Strategic Problem-Solving: Advanced Analytical Thinking, Process Optimization, & Root Cause Analysis
- Operational Leadership: Cross-Functional Collaboration, Adaptive Task Prioritization, & High-Volume Workflow Management
Industry Tools & Technology
- Communication Software Platforms: Asana, Cisco Webex, Dialpad, Google Workspace, Microsoft 365, RingCentral, Slack, Teams, WorkVivo, Zoom
- CRM Platforms: Avaya, Genesys, HubSpot, Oracle, PipeDrive, Salesforce, Zendesk, Zoho
- OS Systems: Android, Apple, MAC, Windows
- Task Specific Programs & Applications: Adobe Suite, AutoCad, Campus Logic, Chief Architect, ClaimXperience, ContentsTrack, Descartes, Ellucian, Empower, FACTS, FreightPOP, Google Analytics, Google Suite, Guidewire, iCat, LexisNexis, Microsoft Suite, NextGen, OnFleet, Oracle, Revit, Sketchup, Verisk, Vocado, Workday, Xactannalysis, Xactimate
Timeline
Financial Aid Advisor
UNIVERSITY OF PHOENIX
09.2024 - 09.2026
Property Claims Adjuster
ALLSTATE INSURANCE
01.2024 - 09.2024
Customer Service & Logistics Specialist
WAYFAIR
11.2019 - 01.2024
Customer Service Representative
RING
07.2017 - 10.2019
Inbound Customer Service Representative
U-HAUL
03.2015 - 07.2017
Banking Customer Service & Auto Insurance Agent
USAA
06.2011 - 05.2014
Medical Office Assistant & Systems Specialist
Arrowhead Behavioral Health
09.2002 - 07.2007
Associate of Arts (AAS) - Commercial Design & Architecture
Scottsdale College
Associate of Arts (AAS) - Interior Design
FIDM