Jessica Ransburg

Job duties include creating a Daily Complaint Report that is sent to bakeries managers and executive leaders. Manage agents on the Amazon Connect Dashboard, creating tickets to report issues , if needed. Manage Customer Service Complaints assuring they are entered in quickly. Tracking incoming foreign material as well as sending follow up correspondence to the consumer once our lab report is complete. In conjunction with the Manager, I train all new hires to our department & teach best practices. Responsible for reporting all KPI's in the End of the Day report. Responsible for managing the department while manager is on PTO/Vacation etc. I foster and promote a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the consumer experience and aligns to the goals/objectives of the company,

As a temporary associate I have had many job duties with DST. Beginning with answering inbound calls from share holders responding to correspondence they received from the company. I also assisted during tax season with researching share holders request for various records such as tax forms, account histories, year end statements etc.

Lastly, I held a data entry position processing Medicare/Medicaid Claims.

Job duties included scanning and indexing account documents electronically. Processing forms such as address change requests, new debit card orders, account closings, overdraft protection and setting up reoccurring automatic monthly funds transfers. Also assisting branch representatives with various questions or concerns the customer has inside the branch location.

Contact delinquent card holders using an automated dialing system. Use persuasion and negotiation skills to set up payment over the phone or secure an acceptable payment arrangement making sure to follow established guidelines for customer quality and productivity. Also responsible to update and document account information and records, identify and resolve or escalate any customer concerns in a timely manner and respond to/redirect calls as appropriate.

Make contact with customers using an automated dialing system. Use listening skills to understand why the customer is late then use problem solving skills to either secure payment by phone or set up acceptable payment arrangements. Send correspondence to appropriate departments to fulfill customer needs. Also follow up with customers on established payment plans.