Regina Jackson
San Antonio
Summary
Dynamic customer service professional with a proven track record at USAA Federal Savings Bank, excelling in problem resolution and active listening. Adept at multitasking and fostering teamwork, I have successfully enhanced member engagement and satisfaction through effective communication and organizational skills, contributing to a positive user experience in fast-paced environments.
Overview
11
11
years of professional experience
Work History
Web Site Support
USAA Federal Savings Bank
09.2024 - Current
- Handle inbound member calls in a fast-paced contact center environment
- Collaborates with team members to resolve issues and identify appropriate issues for escalation.
- Apply strong time and call management skills in assisting members with banking needs
- Embrace continuous improvement and development through coaching and collaboration with manager and team members
- develop banking product knowledge to attract new members and expand relationships with current members through product acquisition
- Advise and educate members on available USAA digital tools
- Efficiently navigate multiple systems and programs while maintaining an engaging member interaction that may occur across multiple channels and resources to improve the user experience
Live Release Program Coordinator
Animal Care Services
02.2023 - 08.2024
- Facilitated regular meetings with team members to discuss progress updates, address challenges, and brainstorm solutions for ongoing success.
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Maintained detailed records of program activities and participant data, ensuring compliance with internal policies and external regulations.
- Documents all pertinent customer contact information and updates collection attempts/call results into the appropriate database.
- • Provides animal care related information to citizens about various animal shelter live release programs and services.
- Led training sessions for staff and volunteers, fostering a knowledgeable and cohesive team environment.
- Makes outbound phone calls to delinquent members across all Animal care services product lines through automated and manual outbound dialing in an attempt to collect payment and/or arrange for payments, utilizing effective telephone collection techniques and principles while meeting call service levels.
- Under close supervision, completes required account verification and account maintenance.
- Advises and responds to complex inquiries regarding services, ordinances and procedures related to assigned animal shelter live release programs.
Customer Service Representative Lll
CVS Caremark/SilverScript PDP
09.2020 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Makes outbound phone calls to delinquent members across all caremark product lines through automated and manual outbound dialing in utilizing effective telephone collection
- Keep all employee stats successfully high,and proper
- communication throughout the day techniques and principles while meeting call service levels.
- Discussing and taking payments over the phone using several payment options.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Experience with Complaints and grievances
Receptionist/Vet Technician Assistant
ABC Animal Hospital
02.2017 - 02.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Providing excellent customer service, cashier, and assisting Doctors in the back office.
- gathering correct calculations for pricing and collection for members end bill
- making Inbound and Outbound calls for collections and new Vet bills.
- Strong verbal and written communication skills.
- Accurate customer contact and sales of veterinary products
- Assist the DR and Vet techs with all procedures such but not limited to: dental surgery, exams, wound assessment, walks, baths, overnight care, and medication administering
Tutor/Supervisor of Operations
Academic Goals in
01.2014 - 01.2017
- Collaborated with faculty to develop after-school tutoring program for struggling students.
- Established successful partnerships with local schools and educational organizations to increase student access to tutoring services.
- Monitored student progress closely using data-driven evaluation tools to adjust instructional approaches as needed.
- Raised awareness about the availability of tutoring services through marketing efforts such as social media campaigns, email newsletters, and community outreach events.
- Collecting and Correcting paperwork from students and employees
- constant feedback and interaction with the parents, giving and receiving criticism to and from parents,
Education
Associate of Science - Social Sciences
Barstow Community College
Barstow, CA06-2014
High School Diploma -
Barstow High School
Barstow, CA06-2010
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Multitasking Abilities
- Organizational skills
- Computer skills
- Problem resolution
- Active listening
- Organization and time management
- Decision-making
Timeline
Web Site Support
USAA Federal Savings Bank
09.2024 - Current
Live Release Program Coordinator
Animal Care Services
02.2023 - 08.2024
Customer Service Representative Lll
CVS Caremark/SilverScript PDP
09.2020 - 01.2023
Receptionist/Vet Technician Assistant
ABC Animal Hospital
02.2017 - 02.2020
Tutor/Supervisor of Operations
Academic Goals in
01.2014 - 01.2017
Associate of Science - Social Sciences
Barstow Community College
High School Diploma -
Barstow High School
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