Kwanza Jackson
Dallas
Summary
Client Support Specialist with extensive experience enhancing customer satisfaction through effective resolution of complex billing issues. Achieved a 90% first-contact resolution rate while maintaining a 95% quality score, leveraging Salesforce CRM and cross-functional collaboration to strengthen client relationships and support business objectives.
Overview
1
1
Certification
27
27
years of professional experience
Work History
Customer Service Advocate
Nuvei
Dallas
08.2023 - Current
- Successfully resolved 90% of customer billing issues on first contact, reducing escalations and improving customer experience.
- Resolve an average of 65+ customer billing concerns daily and payment-related inquiries while maintaining exceptional service standards including a 95% quality score and high customer satisfaction ratings.
- Delivered customer-focused solutions that enhanced satisfaction and strengthened client relationships, contributing to positive customer retention.
- Utilized Salesforce CRM to document customer interactions, research account activity, and track issue resolution, ensuring accurate records for improved service continuity.
- Processed customer payments accurately and efficiently, adhering to regulatory and company guidelines to minimize errors and enhance compliance.
Real Estate Coordinator
Cartus
Dallas
07.2016 - 08.2021
- Managed relocation services for clients across multiple states, consistently meeting service-level agreements and customer satisfaction goals.
- Coordinated 100+ annual relocation transactions, ensuring compliance with contractual deadlines and documentation requirements.
- Coordinated transactions from contract through closing while ensuring deadlines and documentation requirements were met.
- Delivered concierge-level relocation and real estate support throughout the home buying and selling process.
- Consulted with clients to assess housing needs and educate them on relocation program benefits.
- Maintained customer records and activity updates in CRM systems, facilitating seamless communication and service delivery.
- Collaborated with real estate agents, lenders, and internal stakeholders to enhance client experiences.
Agreement Auditor
Gold's Gym
Dallas
05.2013 - 05.2016
- Reviewed and audited financial documents for accuracy and compliance. 500+ membership agreements monthly, identifying and correcting billing discrepancies to ensure compliance and revenue accuracy.
- Conducted financial and compliance audits, ensuring adherence to standards and consistently achieving departmental productivity goals.
- Performed detailed account analyses to identify discrepancies and unusual financial activity.
- Communicated audit findings and account concerns to members and internal business partners, facilitating informed decision-making.
- Supported corporate sales initiatives by activating and maintaining accounts while providing customer support to enhance client satisfaction.
Administrative & Operations Support Professional
Delta Dallas (Contract Assignments)
Dallas
07.2007 - 05.2013
- Managed travel arrangements and provided comprehensive office operations support to enhance team functionality.
- Coordinated training sessions, prepared class materials, and managed logistics to facilitate effective employee development.
- Assisted with audit preparation and document management.
- Entered and maintained accounting records within SAP.
- Verified and maintained accurate hotel discount rates for Hilton properties nationwide, ensuring consistency and compliance.
- Responded to rate-related inquiries from property management teams.
Executive Sales Assistant / Customer Care Representative
Sprint
Dallas
08.1999 - 11.2006
- Managed employee and VIP customer accounts while maintaining high service standards.
- Resolved complex billing and account issues through various customer communication channels, ensuring high customer satisfaction.
- Consistently met quality, productivity, and customer service expectations in a high-volume environment.
- Coordinated scheduling, travel, and departmental events for directors to enhance operational efficiency.
- Developed business trend reports and presentations to inform senior leadership decision-making.
Education
University of Texas at Arlington
Arlington, TexasTexas Tech University
Lubbock, TexasSkills
- Salesforce CRM
- Customer Service & Support
- Billing Support
- Customer Follow-Up
- Account Management
- Client Relationship Management
- Customer Retention
- Customer Advocacy
- Billing Systems
- Cross-Functional Collaboration
- Problem Resolution
- Data documentation
- Reporting skills
- Microsoft Office Suite
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Outlook
- Time Management & Organization
Certification
- Google AI Essentials
Timeline
Customer Service Advocate
Nuvei
08.2023 - Current
Real Estate Coordinator
Cartus
07.2016 - 08.2021
Agreement Auditor
Gold's Gym
05.2013 - 05.2016
Administrative & Operations Support Professional
Delta Dallas (Contract Assignments)
07.2007 - 05.2013
Executive Sales Assistant / Customer Care Representative
Sprint
08.1999 - 11.2006
University of Texas at Arlington
Texas Tech University