Stephanie Jackson
Houston,TX
Summary
Innovative technology professional with diverse experience, skilled in enhancing systems and aligning technical solutions with business objectives. Proven track record of successfully leading projects from start to finish, contributing to organizational growth and success. Reliably approachable team member with strong communication and customer service skills.
Overview
19
19
years of professional experience
Work History
PBX Operator
HCA Houston Northwest Hospital
11.2022 - Current
- Efficiently managed a high-volume switchboard at HCA Houston Northwest Hospital, promptly directing calls and providing critical information, while maintaining confidentiality and delivering exceptional customer service in a fast-paced healthcare environment
- Answered calls on first ring and engaged customers with friendly, professional demeanor.
- Managing phone systems: Setting up, managing, and troubleshooting the hospital's phone systems.
- Routing calls: Operating the switchboard or telephone console to route incoming and outgoing calls.
- Monitoring safety protocols: Initiating protocols for life safety alarms and following pre-established guidelines.
- Licensing and certification: Must have a license and certification from the hospital they are working for.
Claims Adjuster
Kinder Morgan
06.2013 - 01.2020
- Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
- Examined claims forms and other records to determine insurance coverage.
- Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Achieved cost savings through successful subrogation efforts, recovering funds from responsible parties in various claims scenarios.
- Prepared summaries of damage, payments, and policy coverage.
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Attended industry conferences and workshops to stay current on trends and developments within the field of claims adjusting.
- Managed catastrophic loss events effectively by coordinating rapid response efforts and providing support to impacted policyholders.
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Identified potential fraud indicators early in the investigation process, protecting company assets from potential losses due to fraudulent activity.
- Collaborated with legal teams to defend against fraudulent claims, saving company resources and maintaining its reputation.
- Researched claims and incident information to deliver solutions and resolve problems.
Customer Service/ Client Relations
Brachfield Law Group
03.2008 - 03.2012
- Managed customer communications to address account inquiries, ensuring accurate documentation of interactions using an automated telephone system
- Maintained detailed records of customer calls in Excel, contributing to the efficiency and reliability of account management processes
- Managed department call volume of 75 calls per day and coordinated department schedules to maximize coverage during peak hours.
- Produced and implemented customer satisfaction guarantee program which directly resulted in 80% increase in sales.
- Directed 5-person team of customer service personnel while helping front-line team members work effectively with over 100 daily customers.
Commercial Collector/Customer Service
FMA Alliance
04.2006 - 05.2008
- Resolved account discrepancies by effectively communicating with customers to address balance conflicts and clarify financial obligations
- Negotiated payment arrangements to facilitate account settlements, ensuring customer satisfaction and financial resolution
- Managed approximately 50 calls, emails and faxes per day from customers
- Improved client payment compliance by effectively managing a portfolio of commercial accounts.
- Collaborated with cross-functional teams to streamline collection processes and enhance overall productivity.
- Conducted thorough research on debtor financial status, assessing their ability to pay back outstanding debts before initiating negotiations.
- Safeguarded company assets by conducting regular audits of assigned accounts, identifying discrepancies or potential fraud risks early on.
- Provided exceptional customer service, addressing client inquiries promptly and offering solutions that promoted long-term business relationships.
Education
In Progress - Management Studies
Houston Community College
Houston, TX02.2025
High School Diploma - General Studies
Grand Forks HS
North Dakota01.1986
Skills
- Management Methods
- Telephone Systems
- Payment Negotiation
- Claims processing
- Active listening
- Decision-making
- Multitasking
- Creative problem-solving
- Collaboration
- Communication
Timeline
PBX Operator
HCA Houston Northwest Hospital
11.2022 - Current
Claims Adjuster
Kinder Morgan
06.2013 - 01.2020
Customer Service/ Client Relations
Brachfield Law Group
03.2008 - 03.2012
Commercial Collector/Customer Service
FMA Alliance
04.2006 - 05.2008
In Progress - Management Studies
Houston Community College
High School Diploma - General Studies
Grand Forks HS
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