Shaquanah Jackson
Kearny,New Jersey
Summary
Enhanced customer satisfaction metrics at INDECS Corporation by implementing targeted training initiatives. Background in finance includes expertise in accounting decision-making and critical problem-solving. Demonstrated data analysis and report generation ability, ensuring accuracy in financial practices. Strong verbal and written communication skills support effective financial reporting.
Overview
14
14
years of professional experience
Work History
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.
Education
Bachelor of Science - Finance
Southern New Hampshire University
Hooksett, NH12-2025
Skills
- Training and Development
- Time Management Skills
- Process Transactions
- Corporate Bill Payment
Accomplishments
- Trained and mentored employees.
- SNHU (GPA) 3.5
Timeline
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
Bachelor of Science - Finance
Southern New Hampshire University
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