Lisa Jackson
Oklahoma City,OK
Summary
A seasoned professional in customer service with over 30 years of experience. Accomplished leader with a proven track record at Humana, adept in coaching and leveraging CRM systems to enhance team performance and productivity. Excelled in roles requiring complaint resolution and strategic implementation, achieving significant project objectives. Skilled in mentoring and utilizing tools like Salesforce and Power BI for data-driven decision-making.
Overview
8
8
years of professional experience
Work History
Team Leader
Humana
Oklahoma City, OK
06.2021 - Current
- Developed and implemented strategies to empower team members, ensuring effective achievement of project objectives.
- Managed daily operations, assigned tasks, and provided clear instructions to enhance team productivity and performance.
- Generated detailed reports to inform the company of team progress, leveraging CRM systems, Salesforce, and Power BI.
- Analyzed key performance indicators to identify effective strategies.
- Completed daily quality assurance duties to provide feedback for improvements.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Collection Specialist Supervisor
Shapiro Weinberger & Associates
Oklahoma City, OK
09.2019 - 03.2020
- Collected payments for new representation agreements and invoiced clients efficiently.
- Contacted clients regarding overdue payments and successfully collected past due amounts.
- Communicated open balances effectively with clients and attorneys, ensuring clear financial understanding.
- Negotiated credit extensions and waivers when necessary.
- Maintained confidentiality and adhered to FDCPA regulations during collections.
Customer Service Representative Team Lead
Carlisle FSP
Oklahoma City, OK
04.2019 - 08.2019
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Interpreted and explained work procedures and policies to brief staff.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
- Provided guidance and support to Customer Service Representatives on a daily basis.
- Delegated work to staff, setting priorities and goals.
Client Intake Coordinator Lead II
National Litigation Law Group
Oklahoma City, OK
01.2018 - 01.2019
- Organized and prioritized caseloads for attorneys.
- Implemented feedback mechanisms for continuous improvement of the intake process.
- Maintained accurate and up-to-date records of client interactions and services provided.
- Answered inquiries from clients regarding their accounts or services provided by the organization.
- Coordinated the intake process, ensuring all required documentation was collected and processed.
Customer Service Representative
DXC Technology
Oklahoma City, OK
03.2017 - 01.2018
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided detailed information on benefits and claims to Health Choice Insurance Company clients regarding Medicare and Medicaid.
- Executed claims processing by accurately printing, faxing, copying, and filing client claims.
Education
Associate of Arts - English
Langston University
Langston, OK05-2005
Skills
- Coaching
- Complaint resolution
- Mentoring
- Staff education and training
- Expectation setting
HUMANA PROGRAMS:
CRM, CAS, CISPRO, SharePoint, Power-BI, MRM, EMME, EHUB, ARI, PAAG, CGX 20, HOWIE, HIVS, Avaya, Genesys, Mentor, Zoom, Teams, CORD, Microsoft Platforms
Verint
Accomplishments
- Leading a team that achieved 98% production metrics and QA exceeding 90%, I received the TL Top Performers Award multiple months for coaching the team to exceed KPI metrics, as well as the Star Award for coordinating center SME meetings, training sessions, and schedules, veteran advocates, coordinating with WFO on metrics and bids, and collaborating with Process Improvement to develop new mentor documents for OK Medicaid. I implemented the CRM case management process for Center and Vendor Management, and successfully resolved escalated claim cases with CCRT and PPI, exceeding all goals set by my managers and receiving an exceptional review for three years in a row
Timeline
Team Leader
Humana
06.2021 - Current
Collection Specialist Supervisor
Shapiro Weinberger & Associates
09.2019 - 03.2020
Customer Service Representative Team Lead
Carlisle FSP
04.2019 - 08.2019
Client Intake Coordinator Lead II
National Litigation Law Group
01.2018 - 01.2019
Customer Service Representative
DXC Technology
03.2017 - 01.2018
Associate of Arts - English
Langston University
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