Summary
Overview
Work History
Education
Skills
Timeline
Generic

KIM M. JACKSON

Marion,IN

Summary

Account Manager bringing 17 years of dynamic and diverse management experience. Recognized for essential business acumen and focus through budgetary and deadline adherence, innovative account managment techniques and concept solutions. Visionary leader dedicated to aligning organizational business goals with quality work to achieve consistent success.

Overview

17
17
years of professional experience

Work History

Digital Locator

USIC
Indianapolis, IN
04.2021 - Current
  • Process ticket requests for utility installations or repairs for new homes, existing homes, commercial properties and land
  • Daily/hourly processing goals
  • Review Google Maps to get street view of service lines to properties.
  • Located underground utilities prior to work being completed.
  • Searched for underground utilities in various weather conditions and notified supervisor of field issues.
  • Located and determined depths of underground facilities and lines using USIC equipment.
  • Excellent communication skills, both verbal and written.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours across night, weekend and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Delivered services to customer locations within specific timeframes.
  • Identified issues, analyzed information and provided solutions to problems.
  • Worked effectively in fast-paced environments.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.

Dispatcher

Load 2 Load Logistics, LLC
Indianapolis, IN
05.2019 - 01.2023
  • Assist truck drivers with booking loads and issues while on the road
  • Resolve curriculum shipper/receiver issues
  • Route planning and invoicing
  • Record every detail in TMS system and company software
  • Assist with compliance.
  • Scheduled loads according to priority and available equipment.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Utilized various software systems to facilitate movement, planning and scheduling.
  • Kept detailed and updated records of calls in physical and electronic databases.
  • Monitored changes in delivery schedule and communicated changes to customers.

Solutions Center Specialist

Project Lead
Indianapolis, IN
11.2020 - 08.2022
  • Assist school staff, parents, and students with varies curriculum issues
  • Resolve curriculum access and rostering issues
  • Submit escalated request(s) for payment, processing, system access, rostering, and training issues
  • Record every detail in Salesforce to ensure a one call resolution
  • Retrieve stored associate information through Salesforce
  • Procurement2
  • Answered, screened and processed high volume of calls daily with call management system and web-based communications.
  • Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.

Accounts Receivable Specialist

Ascension Health Ministry Service Center
Indianapolis, IN
08.2015 - 08.2020
  • Assist associates and vendors with general invoice inquires and general payroll inquires
  • Resolve vendor(s) issues that Ascension associates may have across our 20+ Ministries nationwide
  • Submit escalated request(s) for payment, processing, payroll, PTO, and benefit issues
  • Record every detail in Service Now to ensure a one call resolution
  • Retrieve stored associate information through PeopleSoft
  • View documentation for Ascension associates’ and vendors in Perceptive Content.
  • Monitored customer account details to minimize or rectify non-payments, delayed payments and other irregularities.
  • Kept accounts receivable tracking database current with relevant client information, collection and billing progress and program changes.
  • Generated, mailed and monitored invoices.
  • Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
  • Evaluated open accounts to look for past-due balances and pursue collection strategies.

Accounts Receivable Manager

Defender
Indianapolis, IN
04.2010 - 08.2015
  • Supported Chief Operating Officer with daily operational functions
  • Copied, logged and scanned supporting documentation
  • Developed Standard Operating Procedures (SOPs) for immediate resolution(s) for funding issues
  • Managed Funding Resolutions team and Data Entry Team
  • Managed Texas Special Sales Force (Relocated)
  • Assisted various business groups with document organization and dissemination during acquisitions
  • Developed new process for employee evaluation which resulted in marked performance improvements
  • Verified data integrity and accuracy
  • Responded to customer requests via telephone and email
  • Analyzed departmental documents for appropriate distribution and filing
  • Performed initial client assessment and analysis to begin research process
  • Entered details such as payments, account information and call logs into the computer system.
  • Performed day-to-day financial transactions, including verifying, classifying, computing, posting and recording accounts receivables' data.
  • Facilitated payment of invoices due by sending bill reminders and contacting clients
  • Managed AP and AR operations, coordinating staff workflows and reviewing completed work to reduce errors.
  • Summarized receivables by maintaining invoice accounts and coordinated monthly transfers to accounts receivable accounts.
  • Upheld strict quality and accuracy standards through daily process adjustments.
  • Verified validity of account discrepancies by obtaining and investigating information from sales, trade promotions, customer service departments and from customers.
  • Utilized daily audit information to update aging reports.
  • Analyzed actual financial results to budget, preparing variance reporting to functional groups.

Senior Customer Service Manager

Defender
Indianapolis, IN
04.2006 - 04.2010
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Created order management system to support quality control efforts.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Conducted training and offered staff development opportunities to decrease process lags.
  • Mitigated escalated issues to drive customer satisfaction.
  • Created training manuals to resolve simple and complex customer issues.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Interviewed, hired and trained staff to meet company objectives.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Monitored phone calls to provide feedback and coaching.

Education

Leaders in Training! (Corporate L.I.T. Program) -

01.2017

Course Sales Program - SDR//BDR Training -

01.2013

High School Diploma -

Northwest High School
Indianapolis, IN
06.2003

Skills

  • Routing
  • Locator Specialist
  • Subsurface Utility Locating and Marking Trained
  • Manhole Safety
  • Blueprint Reading
  • Valid IN Driver's License
  • Safety Practices
  • Safety Awareness
  • Trench Digging
  • System Repair
  • Maintaining Components
  • Diagnosing Issues
  • Equipment Installation
  • Statement Issuing
  • Generally Accepted Accounting Principles
  • Credit and Collections
  • Collections
  • Investigative Research
  • Audit Procedures
  • Policy Development
  • Claims Processing
  • Financial Management
  • Invoicing Proficiency
  • Research and Due Diligence
  • Billing Dispute Resolution
  • Contract Reviewing
  • Account Reconciliation
  • Cross-Functional Team Collaboration
  • Invoice Preparation
  • Financial Reporting
  • Department Oversight
  • Schedule Mastery
  • Report Generation
  • Calendaring
  • Multi-Task Management
  • Sales Expertise
  • Business Development Understanding
  • Professional Telephone Demeanor
  • Account Management
  • Clerical Support
  • Receiving Support
  • Order Fulfillment
  • Problem-Solving Abilities
  • Microsoft Excel
  • Quality Control
  • Technical Support
  • Report Preparation
  • High-Energy Attitude
  • Product Knowledge
  • CRM Software
  • Medical Terminology Knowledge
  • Customer Service
  • Microsoft Outlook
  • Information Security
  • Critical Thinking
  • Creative Problem Solving
  • Upselling and Cross-Selling
  • Inbound and Outbound Calling
  • Documentation
  • Appointment Scheduling
  • Active Listening
  • Team Development
  • Typing 70 WPM
  • Call Center Operations
  • Shipping and Receiving Understanding
  • Customer Relationship Management (CRM)
  • Technologically Savvy
  • Data Collection
  • Client Relations
  • Process Optimization

Timeline

Digital Locator

USIC
04.2021 - Current

Solutions Center Specialist

Project Lead
11.2020 - 08.2022

Dispatcher

Load 2 Load Logistics, LLC
05.2019 - 01.2023

Accounts Receivable Specialist

Ascension Health Ministry Service Center
08.2015 - 08.2020

Accounts Receivable Manager

Defender
04.2010 - 08.2015

Senior Customer Service Manager

Defender
04.2006 - 04.2010

Leaders in Training! (Corporate L.I.T. Program) -

Course Sales Program - SDR//BDR Training -

High School Diploma -

Northwest High School

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KIM M. JACKSON