Shaquanah Jackson
Newark,NJ
Summary
Skill Summary: Cash Management products- 7 years Support Specialist- 9 years Banking- 15+ years Professional Summary: Experienced Knowledge of customer service principles and practices Accurate data input Exercise good judgement to resolve problems and make decisions Strong verbal and written communications Demonstrates accountability and ownership Active and effective listening skills Represent excellence and professionalism when communicating Ability to adjust rapidly to changing demands and priorities Works to support risk aware culture Proficient in Excel Effective in solving internal and external customers problems Use appropriate conflict resolution techniques Proven Leadership and teambuilding Effective problem solving Detailed Oriented Works as a brand Champion Effectively develops and maintain productive relationships Demonstrates willingness to assist others Dedicated client and associate focus Embraces Core Values Accurate cash handling/auditing
Overview
21
21
years of professional experience
Work History
Cashier
CVS
07.2022 - Current
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
Account Representative, Client Support
INDECS Corporation
06.2021 - Current
- Review, track, follow up on escalated client inquires, ensuring response time within service level
- Agreement utilizing Zendesk
- Review portal daily acknowledging member inquiries, tracking, and pairing with internal department
- To resolve inquiries within service level agreement
- Assist Sales team in monitoring the implementation of new and renewals clients to ensure all phases of the implementation process is completed timely
- Act as subject matter expert for the Customer Service team assisting with escalations, as necessary
- Assist with welcome calls to introduce members to the health plan as needed
- Serve as back-up to the Customer Service and After Hour Support as needed
- Assist Claims team with follow up to network vendors for status updates of pending PPO claims repricing
- Perform other related duties and projects as assigned.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Supported customer satisfaction through regular follow-up and communication.
- Collaborated with other departments to address customer needs and service requests.
- Analyzed accounts for delinquencies and other ongoing issues.
Healthcare Customer Service Rep/Call Center Rep
INDECS Corporation
01.2020 - 06.2021
- Provides customer service to members, providers, doctors, hospitals, and other professionals via incoming telephone system regarding healthcare eligibility, claims and processing
- Maintains HIPAA compliance verbally and written correspondence while communicating with members and providers regarding eligibility, benefits and claim submissions
- Distinguishes the benefit plans per member, per client and/or group and identifies the appropriate enrollment and eligibility rules as well as required documentation
- Communicates any system discrepancies to management
- Determines level of reimbursement based on plan provisions and conveys information to the callers
- Creates tickets in Zendesk to document each call for quality assurance
- Manages incoming Zendesk tickets as assigned by management
- Generates correspondence to request vital information to complete claims payments and appropriate letters for denied claims
- Creates a Zendesk ticket and assigns it to the appropriate department to resolve the caller's inquiry.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
Senior Service Specialist
Investors Bank
02.2013 - 12.2019
- Demonstrated superior customer service while assisting clients and responding to inquiries regarding the wide range of Investors Banks products and services
- Recommended process improvements based on repetitive client issues and/or complaints
- Responded to emails, phone messages, secure chats, and phone calls promptly
- Implemented appropriate solutions for problems
- Completed urgent, important tasks in a timely fashion
- Worked to maximize quality without sacrificing efficiency
- Provided excellent follow up skills and maintained an excellent rapport with back-office business partners
- Supported a strong risk management culture
- Demonstrated teamwork while sharing my expertise
- Assisted with multiple products Loans, ATM, Cash Management, Online Banking
- Built client confidence and deepen the relationship of the client with Investors Bank by presenting a professional image during every telephone call
- Demonstrated active listening skills without interrupting the client
- Answered all client questions and provide solutions to meet the client’s needs
- Accurately recorded all pertinent information required for research, adjustments, or resolution of the request
- Collaborated with all business partners, support departments and branches to achieve success in resolving the client’s issue within the service level of the call type
- Demonstrated a thorough knowledge of products, processes, and procedures during every client interaction
- In the absence of the Supervisor or Manager, assumed role of team leader and manage escalated calls when necessary
- Recognized opportunities to sell additional bank products and solutions to enhance the client relationship by listening for buying “cues” and matching the client’s needs with Investors Bank product solutions
- Mentored new Investors Client Care Center staff by sharing expertise and knowledge to enhance initial training
- Assisted Investors Client Care Center Supervisor or Manager with special projects when necessary
- Completed all additional paperwork required to facilitate any research required to answer the client’s request in a quality
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Followed up with customers to offer additional support and check resolution satisfaction.
Customer Service Teller Supervisor
Investors Bank
06.2011 - 02.2013
- Staffed, supervised, and scheduled tellers daily
- Provided coaching as needed and tracked referral goals
- Conducted regular staff meetings to ensure compliance with all bank policies and procedures
- Resolved customer inquiries and complaints in a professional and efficient manner
- Maintained vault control including cash orders, shipment verifications and vault logs
- Researched and reported teller differences.
- Coached employees through day-to-day work and complex problems.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
Personal Banker
Investors Bank
08.2009 - 06.2011
- Greeted and directed customers to insure prompt and courteous service
- Successfully assisted customers with questions and resolved issues relating to existing accounts and bank products
- Maintained strong knowledge of all bank products and services including lending products, with a solid understanding of each product benefits and features
- Cross-sold bank products and services through a consultative need based selling approach on and off site
- Profiled customers and opened new accounts as needed
- Ensured regulatory requirements, such as
- Anti Money Laundering and Bank Secrecy Act are adhered to.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Followed up with customers to gather feedback and provide additional assistance.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
Bank Teller
Investors Bank
09.2002 - 08.2009
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawer and resolved discrepancies.
- Counted and packaged currency and coins.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Provided customer records, account statements and copies of checks.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
Education
Bachelor of Science - Finance
Southern New Hampshire University
Hooksett, NH04.2024
Skills
- Training and Development
- Time Management Skills
- Process Transactions
- Corporate Bill Payment
Accomplishments
- Trained and mentored employees.
Timeline
Cashier
CVS
07.2022 - Current
Account Representative, Client Support
INDECS Corporation
06.2021 - Current
Healthcare Customer Service Rep/Call Center Rep
INDECS Corporation
01.2020 - 06.2021
Senior Service Specialist
Investors Bank
02.2013 - 12.2019
Customer Service Teller Supervisor
Investors Bank
06.2011 - 02.2013
Personal Banker
Investors Bank
08.2009 - 06.2011
Bank Teller
Investors Bank
09.2002 - 08.2009
Bachelor of Science - Finance
Southern New Hampshire University
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