Jessica Mason
West Palm Beach,FL
Summary
Dynamic professional with a proven track record at 2U, Inc, enhancing student enrollment through exceptional customer service and guidance. Skilled in conflict resolution and data entry, adept at fostering client relationships and improving satisfaction rates.
Overview
16
16
years of professional experience
Work History
Admissions Advisor
2U, Inc
11.2022 - 12.2024
- Enhanced overall student satisfaction by providing exceptional customer service and guidance throughout the admissions process.
- Served as a positive ambassador for our institution by maintaining a professional demeanor and demonstrating genuine enthusiasm for the programs and services offered.
- Maintained positive relationships with students, faculty, alumni, and administration.
- Identified and addressed concerns of incoming students and parents.
- Streamlined the application process for prospective students, resulting in increased enrollment numbers.
- Mentored newly hired Admissions Counselors on best practices related to application review procedures and follow-up strategies.
- Provided exceptional customer service by responding promptly to inquiries from prospective students via phone or email.
Customer Service Administrator
Heritage Carpet & Tile, LLC
06.2018 - 01.2019
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Immediately brought critical issues to customer service manager for resolution.
- Researched issues with shipments, product damage and incorrect product amounts.
- Pitched in to answer phones at main switchboard with 6 lines.
- Optimized organizational systems for payment collections, AP/AR, deposits and record-keeping.
- Completed bi-weekly payroll for 26 employees.
- Updated customer service database with new information, address changes and contact details.
- Opened and maintained customer accounts by recording account information.
- Resolved product or service problems by clarifying customer's complaint; determining cause of problem; selecting and explaining best solution to solve problem; expediting correction or adjustment; following up to ensure resolution.
- Managed/made large amounts of incoming calls.
- Built sustainable relationships of trust through open and interactive communication.
- Handled complaints, provided appropriate solutions and alternatives within time limits.
- Closed out or opened call records and accounts.
- Handled changes in policies or renewals.
Registered Pharmacy Technician
Glades Drugs
05.2016 - 04.2018
- Answered and managed over 100 phone calls per day and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Counted and labeled prescriptions with correct item and quantity.
- Stocked, labeled and inventoried medication to keep accurate records.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Entered and processed patients' prescriptions into internal system.
- Collected co-payments or full payments from customers.
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
- Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
- Reviewed and verified customer information and insurance provider information.
- Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
- Communicated instructions to patients or caregivers about proper use and storage of drugs.
- Resolved non-routine issues like third party billing, computer system and customer service issues.
- Prepared bills for insurance companies and submitted required paperwork.
- Handled changes in policy and renewals.
Registered Pharmacy Technician
Med-Care Diabetic & Medical Supplies
03.2013 - 03.2016
- Answered and managed over 100 phone calls per day and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions and prepared prescription labels with absolute accuracy.
- Counted and labeled prescriptions with correct item and quantity.
- Stocked, labeled and inventoried medication to keep accurate records.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency and service quality.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Entered and processed patients' prescriptions into internal system.
- Collected co-payments or full payments from customers.
- Consulted with insurance company representatives to complete claims processing, resolve concerns and reconcile payments.
- Communicated with prescribers to verify medication dosages, refill authorizations and patient information.
- Reviewed and verified customer information and insurance provider information.
- Verified patient data and billing information to discover and resolve erroneous bills due to system errors.
- Communicated instructions to patients or caregivers about proper use and storage of drugs.
- Resolved non-routine issues like third party billing, computer system and customer service issues.
- Prepared bills for insurance companies and submitted required paperwork.
- Handled changes in policy and renewals.
Receptionist
Latinos Hair Salon
05.2012 - 01.2013
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Oversaw inventory materials monitoring, requisitions and supply re-stocking.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Maintained energy and enthusiasm in fast-paced environment.
- Suggested services and products at check-in therefore increasing sales by 10%.
Restaurant Hostess
Yucatan Mexican Bar & Grill
06.2009 - 04.2012
- Answered customer questions about hours, seating and menu information.
- Supported servers, food runners and bussers with keeping dining area ready for every guest.
- Took reservations and to-go orders by phone, answered customer questions and informed of accurate wait times.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Watched dining area staff to evaluate server loads and calculate accurate wait times.
- Stayed in open communication with kitchen team to assess cooking times, avoid worker overload and minimize customer dissatisfaction.
- Maintained highly loyal clientele by delivering unparalleled service at every stage of restaurant dining experience.
- Prepared dining room for special upcoming functions by decorating and generating special group menus.
- Conducted dining room and server checks to assess readiness for expected customer loads.
- Reported concerns about intoxicated guests to management to contribute to safe and welcoming environments for patrons.
- Seated and dined over 70 guests per day.
Education
High School Diploma -
Deerfield Beach High School
Deerfield Beach, FL06.2011
Skills
- Client Relationships
- Trilingual
- Adaptable and Resilient
- Diligent Follow Through
- Conflict Resolution
- Self-Motivated
- Customer Service and Assistance
- Data Entry
- Team Player
- Multi-Line Telephone Systems
- Responsible
- Flexible & Adaptable
- Time Management
- Active Listening and Communication
- Goal-oriented mindset
- Student recruiting
- Enrollment management
- Policy interpretation
- Student counseling
- Problem-solving
- Time management
- Attention to detail
Languages
English
Native or Bilingual
Portuguese
Native or Bilingual
Spanish
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Admissions Advisor
2U, Inc
11.2022 - 12.2024
Customer Service Administrator
Heritage Carpet & Tile, LLC
06.2018 - 01.2019
Registered Pharmacy Technician
Glades Drugs
05.2016 - 04.2018
Registered Pharmacy Technician
Med-Care Diabetic & Medical Supplies
03.2013 - 03.2016
Receptionist
Latinos Hair Salon
05.2012 - 01.2013
Restaurant Hostess
Yucatan Mexican Bar & Grill
06.2009 - 04.2012
High School Diploma -
Deerfield Beach High School
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