Keravion Jackson
33578,FL
Summary
Multi-talented, versatile young professional with experience in highly-effective conflict resolution and persuasive communication techniques. Hardworking and reliable with excellent attention to detail. With robust critical thinking and organizational abilities, l excel in dynamic and fast-paced settings. I aim to build a successful and rewarding career in a challenging and stimulating environment.
Overview
7
7
years of professional experience
Work History
Provider Services Specialist
Pearl Interactive Network
12.2022 - Current
- Analyzes and interprets claim documentation, policy contract wording, and in-force policy documentation to determine whether the claim submission is valid with the correct benefit amount and beneficiary designation.
- Responds to provider inquiries and resolve issues in a timely and professional manner through live chat, email, and inbound phone calls.
- Reviews assigned work queues to ensure work items are processed within expected turnaround times.
- Navigates multiple administration systems as well as workflow processors and imaging tools to gain and document needed information into CRM software ensuring 100% accuracy.
- taking incoming calls from current policyholders while providing the excellent service they want and need.
- answering billing questions, making policy changes, and providing recommendations.
Resolution Coordinator
Walmart
04.2021 - 10.2021
- Achieved customer satisfaction score of 98%, exceeding departments metric goals, by providing accurate information and first-call resolution.
- Ensured the accuracy and integrity of Transportation Management System databases, offering dependable support across divisions.
- Implemented effective multi-tasking strategies to manage 6-10 inbound calls per hour, adhering to established KPIs and Service Level Agreements.
- Documented operational issues in workflow ticketing system, aiding in the facilitation of smoother business operations.
Customer Service Associate
Dollar Tree
01.2020 - 03.2021
- Increased sales revenue by building strong rapport with customers and recommending appropriate products based on their needs.
- Promoted a collaborative work environment by actively participating in team-building activities and taking initiative in group projects.
- Maintained strict adherence to company policies regarding refunds, exchanges, and other transaction-related procedures.
- Operated point-of-sales system and securely handled cash and credit card payments to drive business profitability.
Team Lead, Customer Service Associate
Old Navy
02.2018 - 12.2019
- Successfully trained 6 newly hired associates, fostering a positive and collaborative work environment to ensure high employee engagement, increased productivity, and retention.
- Oversaw daily store operations, including inventory management, and compliance with health and safety regulations, ensuring a clean and welcoming store environment.
- Created and audited store schedule for optimal store operation and compliance with scheduling policies and employee needs.
Education
High School Diploma -
Monroe Comprehensive High School
05.2018
Skills
- CRM Software (Salesforce)
- Data visualization
- Technical support
- EMR Systems
- MS Office
- Cross-functional collaboration
- Verbal and written communication
- 40 WPM typist
Timeline
Provider Services Specialist
Pearl Interactive Network
12.2022 - Current
Resolution Coordinator
Walmart
04.2021 - 10.2021
Customer Service Associate
Dollar Tree
01.2020 - 03.2021
Team Lead, Customer Service Associate
Old Navy
02.2018 - 12.2019
High School Diploma -
Monroe Comprehensive High School
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