Joeann M Jackson
Charlotte,NC
Summary
Adept at enhancing organizational efficiency and workforce assessment, I significantly improved program effectiveness and customer satisfaction at Trane Ingersoll Rand. Leveraging skills in comprehensive data analysis and advanced problem-solving, I streamlined processes and reduced errors in garnishment calculations, demonstrating meticulous attention to detail and a proactive approach to skill development.
Overview
19
19
years of professional experience
Work History
Corporate Program Specialist
Trane Ingersol Rand
01.2015 - 10.2020
- Conducted thorough needs assessments to identify gaps in service delivery and inform program development efforts.
- Improved overall program effectiveness through comprehensive data analysis and evaluation of key performance indicators.
- Evaluated program operations, successes and deficiencies to identify concerns and recommend strategies to enhance processes and elevate results.
- Streamlined communication channels between departments, enhancing overall organizational workflow efficiency as it pertains to the execution of assigned projects.
- Monitored employee work and developed improvement plans.
Call Center Representative
Trane Ingersoll Rand
01.2012 - 01.2015
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
Accounting Clerk
Trane Ingersoll Rand
01.2010 - 01.2012
- Maintained organized filing systems for accounting records, ensuring easy access to crucial financial information when needed.
- Maintained accounting records utilizing in-house and client systems.
- Managed accounts payable and receivables and payroll.
- Matched purchase orders with invoices and recorded necessary information.
- Recorded deposits, reconciled monthly bank accounts and tracked expenses.
Payroll / Garnishment Specialist
Ingersoll Rand
09.2001 - 10.2010
- Reduced errors in garnishment calculations through meticulous attention to detail and thorough review procedures.
- Managed high-profile accounts with exceptional care, ensuring timely processing of sensitive garnishments for large corporations or government entities.
- Reviewed, computed and corrected payroll errors to improve accuracy of garnishments.
- Increased team productivity by providing ongoing training and support for garnishment specialists.
- Provided customer support to employees by answering garnishment-related inquiries.
- Implemented consistent documentation practices for record-keeping purposes, resulting in increased organization within the department.
- Maintained a comprehensive understanding of various types of wage attachments, including tax levies, child support orders, and student loan deductions, enabling accurate processing of diverse cases.
- Audited timesheets and payroll records for accuracy.
- Processed timecards and payroll data for team of employees.
- Responded to employee questions and requests for information in timely and knowledgeable fashion.
- Reviewed personnel records to determine names, rates of pay, occupations of new hires and changes in wage rates.
Education
No Degree - Business/Customer Service
University of Phoenix
ON Line01-2009
Skills
- Delivering Individualized Instruction
- Workforce Assessment Strategies
- Skill Development
- Skill development
- Customer service
- Microsoft Access
- Life skills development
- Goal setting
Timeline
Corporate Program Specialist
Trane Ingersol Rand
01.2015 - 10.2020
Call Center Representative
Trane Ingersoll Rand
01.2012 - 01.2015
Accounting Clerk
Trane Ingersoll Rand
01.2010 - 01.2012
Payroll / Garnishment Specialist
Ingersoll Rand
09.2001 - 10.2010
No Degree - Business/Customer Service
University of Phoenix
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