Nyhiem Jackson

• Handled high-volume inbound calls across multiple departments, including policy servicing, claims, and application processing
• Guided customers through policy changes, coverage questions, and account updates with clarity and professionalism
• Provided application status updates and helped resolve escalations regarding missing documents or delays
• Cross-trained in multiple systems to manage diverse call types and reduce transfer rates
• Maintained 95 %+ customer satisfaction scores while meeting strict quality assurance standards

Handled multiple simultaneous chats with an average response time under 60 seconds

Used Zendesk and Intercom to track support tickets and customer resolutions

Created and maintained internal FAQ documentation

Enhanced productivity levels by anticipating needs and delivering outstanding support

Cross-trained and backed up other customer service managers.

Provided full-time care for my young son, who has been diagnosed with autism, requiring increased structure, flexibility, and specialized communication strategies

Developed strong planning, problem-solving, and emotional regulation skills through daily routines, educational support, and therapy coordination

Gained firsthand experience advocating for services and managing appointments, paperwork, and progress tracking

Maintained professional growth through job searching, self-study, and a continued commitment to reentering the workforce