Keenan Jackson
Irving,TX
Summary
Experienced with resolving complex account issues and improving client satisfaction. Utilizes strong negotiation and communication skills to manage high-stress situations. Track record of effective collaboration and adaptability in dynamic environments.
Overview
16
16
years of professional experience
Work History
Collection/account Resolution Specialist
BMO transportation finance
07.2022 - Current
- Negotiated and worked on payment plans with customers to bring their accounts current.
- Practiced Fair debt collections practice act.
- Performed high-volume data entry and ensured accuracy of new loan setups.
- Managed daily tasks including mortgage payoffs, litigation accounts, and charge-off accounts.
- Assisted clients with payment discrepancies, login issues, and general account support.
- Responded to customer inquiries via phone, email, mail, and in-person.
- Supported customers in establishing payment arrangements and account solutions.
- Review account for ligation
- Review account for voluntary or involuntary repossession
- Skip tracing
- Review account for write off
- Resolved complex account discrepancies to enhance customer satisfaction and retention.
- Analyzed financial data to identify trends and improve operational efficiencies.
Customer Service Representative
Liberty Mutual
07.2017 - 07.2022
- Enhanced customer satisfaction by delivering high-quality service in a call center.
- Resolved billing, renewals, and policy inquiries for improved customer experience.
- Established rapport with customers, identifying needs for retention and satisfaction.
- Drove business growth by upselling and cross-selling insurance products effectively.
- Achieved performance goals in call quality, handle time, and resolution rates.
- Managed accurate customer data across multiple systems for operational efficiency.
Contractor - Customer Relations
Southwest Airlines
09.2016 - 07.2017
- Resolved inquiries related to Rapid Rewards and various departments.
- Facilitated sales support for domestic and international fare inquiries.
- Addressed customer complaints and implemented effective resolution strategies.
- Clarified company policies and procedures for staff and customers.
- Guided customers through flight details and complaint resolutions via email.
Claims Support
Warranttech
09.2014 - 09.2016
- Resolved complex liability claims, minimizing financial exposure and risk.
- Oversaw attorney engagement for litigated claims, enhancing case management efficiency.
- Executed comprehensive investigations including statements, reports, and appraisals.
- Evaluated coverage and exposure, ensuring accurate financial reserves and fraud detection.
- Identified subrogation opportunities, initiating effective recovery efforts for claims.
- Managed adjustment expenses, maintaining strict financial accountability throughout processes.
Customer Service Representative
McKesson
04.2013 - 09.2014
- Enhanced patient support by coordinating medical equipment and supply schedules.
- Streamlined order management, including returns, repairs, and delivery timelines.
- Scheduled timely field service repair calls to meet patient needs.
- Maintained accurate program records while managing customer communications effectively.
- Supported billing processes, ensuring confidentiality and compliance with regulations.
Tech Support Representative
Monitronics
03.2010 - 04.2013
- Resolved technical issues using diagnostics, enhancing customer satisfaction and efficiency.
- Guided customers through billing inquiries, ensuring clarity and prompt resolution.
- Delivered effective software troubleshooting support, improving user experience and productivity.
- Configured and upgraded systems, optimizing performance and user accessibility.
- Focused on one-call resolution, aligning support efforts with company objectives.
Education
High School Diploma -
Robert E. Lee High School
Tyler, TX05.2009
Skills
- Customer Service (10 years)
- Data Entry & Accuracy
- Salesforce & MS Office (Word, Excel, etc)
- Strong Multitasking & Organization
- Time Management
- Empathy & Emotional Intelligence
- Critical Thinking & Problem Solving
- Professional Communication
- Ethical Decision-Making
- Confidentiality & Information Security
- Technical Troubleshooting
- Call Center Expertise
- Client relationship building
- Data entry proficiency
- Payment plan negotiation
- Research
- Skip tracing
- Debt collection
- Call center experience
- Collections
- Proficiency in Excel
ADDITIONAL INFORMATION
- Quick learner with ability to apply new concepts effectively
- Strong active listening skills
- Ability to prioritize tasks in high-pressure environments
- Proven reliability and adherence to performance goals
Timeline
Collection/account Resolution Specialist
BMO transportation finance
07.2022 - Current
Customer Service Representative
Liberty Mutual
07.2017 - 07.2022
Contractor - Customer Relations
Southwest Airlines
09.2016 - 07.2017
Claims Support
Warranttech
09.2014 - 09.2016
Customer Service Representative
McKesson
04.2013 - 09.2014
Tech Support Representative
Monitronics
03.2010 - 04.2013
High School Diploma -
Robert E. Lee High School