Ramona Jackson
Moreno Valley,CA
Summary
Results-driven Customer Service Representative with exceptional communication skills and a talent for problem-solving. Demonstrates active listening and analytical abilities to enhance the customer experience. Committed to understanding customer desires and providing customized solutions that foster loyalty.
Overview
14
14
years of professional experience
Work History
Eligibility Technician
Riverside County Department Of Public Social Services
Moreno Valley, CA
11.2023 - Current
- Reviewed applications to determine eligibility for various programs and services according to established criteria.
- Processed documents in accordance with applicable regulations, policies, and procedures.
- Maintained accurate records of client information, program activities, and decisions made on cases.
- Generated reports detailing eligibility determinations for management review.
- Monitored pending applications for compliance with deadlines and follow-up actions as needed.
- Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
Delivery Specialist
Walmart
Moreno Valley, CA
10.2022 - 11.2023
- Promotes exemplary service to customers by keeping deliveries on time and undamaged.
- Promotes safe driving at all times by observing all speed limits and keeping abreast of road conditions, weather and other factors
- Safely loads items into delivery vehicles to minimize damage while in transit
- Completes on-time deliveries by choosing best and most efficient routes
- Contacts customers prior to delivery to confirm and coordinate delivery times
- Remains calm and pleasant with customers at all times, even during tense situations.
Customer Service Representative
Wells Fargo Home Mortgage
San Bernardino, CA
11.2021 - 05.2022
- Assisted customers with mortgage related concerns
- Handled customer inquiries, billing questions, payments, and service requests
- Provided accurate, specific and timely information to customers
- Met inbound customer needs while maintaining strict performance targets
- Maintained customer satisfaction with forward-thinking strategies that focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers paying attention to special needs or wants
Foster Care Provider
Pathway Family Services Resource Center
Hemet, CA
10.2020 - 11.2021
- Helped reunify birth families through coordinated visitation.
- Participated in ongoing training to maintain license and enhance knowledge of relevant mental health topics.
- Established behavioral modification goals and assessed progress toward goals.
- Prepared and maintained individual beds and personal space for foster children
- Documented data and completed accurate updates to case records
- Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs
Team Lead
American Honda Motor Co, Inc
Chino, CA
12.2016 - 10.2020
- Managed a team of over 10 employees
- Planned, organized, and prioritized case workload based on urgency and effectiveness
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Maximized quality and productivity with thorough training and consistent monitoring of team performance
- Managed team recordkeeping and tracked daily production and inventory use for senior management
- Trained employees and kept them updated on polices and procedures
Case Manager
American Honda Motor Co, Inc
Chino, CA
02.2015 - 12.2016
- Managed disputes between customers and Honda dealerships
- Handled escalations
- Researched and resolved customers inquiries and complaints in an empathic manor
- Performed detailed case reviews to resolve cases to resolution
- Cross trained employees new to the team
- Assisted supervisors with providing coaching opportunities .
Inbound Customer Service Representative
American Honda Motor Co, Inc
Chino, CA
06.2012 - 12.2016
- Answered eighty plus calls in a workday
- Settled disputes over service and product issues with excellent conflict mediation skills and expertise in internal procedures
- Exceeded quality assurance expectations with every call
- Assisted customers with accounts receivable and answered questions regarding technical issues
- Met all customer call guidelines including service levels, handle time and productivity
- Volunteered with other departments as needed
Outbound Customer Service Representative
American Honda Motor Co, Inc
Chino, CA
10.2010 - 06.2012
- Used external systems and databases to contact customers to inform them of safety recalls
- Interacted with Honda/Acura Field and Dealers
- Assisted with decision making on behalf of Honda and/or dealers
- Provided reports and documentation using accurate grammar that was clear and well organized
- Fielded high-volume calls and answered inquiries, updated accounts, and resolved concerns.
- Updated customer accounts, addresses and contact information within call management databases.
Skills
- Escalation Management
- Proficient Communication Skills
- Policy Familiarity
- Structured Interviewing Methods
- Knowledgeable in MEDS
- Proficiency in CalSAWS
- Proficiency in Quest
- Documentation and Reporting
- Recordkeeping and Data Entry
- Application Review
- Medi-Cal and CalFresh
- Office Support Services
- Microsoft Office expertise
- Microsoft Excel
Timeline
Eligibility Technician
Riverside County Department Of Public Social Services
11.2023 - Current
Delivery Specialist
Walmart
10.2022 - 11.2023
Customer Service Representative
Wells Fargo Home Mortgage
11.2021 - 05.2022
Foster Care Provider
Pathway Family Services Resource Center
10.2020 - 11.2021
Team Lead
American Honda Motor Co, Inc
12.2016 - 10.2020
Case Manager
American Honda Motor Co, Inc
02.2015 - 12.2016
Inbound Customer Service Representative
American Honda Motor Co, Inc
06.2012 - 12.2016
Outbound Customer Service Representative
American Honda Motor Co, Inc
10.2010 - 06.2012
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