Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stephanie Jackson

Jacksonville,NC

Summary

Highly motivated individual with over 20 years of experience in customer service and administrative functions. Implements excellent interpersonal, organizational, and time management skills daily. A team player, self-starter, and multitasker with a history of meeting all deadlines promptly. Proven track record of resolving customer issues quickly and efficiently to ensure excellent customer satisfaction. Recognizes that exceptional customer service leads to customer retention and loyalty.

Overview

21
21
years of professional experience

Work History

Front Office Specialist

Eyecare
02.2025 - Current
  • Managed patient scheduling and appointment coordination for optimal office efficiency.
  • Facilitated communication between patients and healthcare providers to ensure clarity and understanding.
  • Implemented electronic health record (EHR) systems for streamlined information management.
  • Trained new staff on front office procedures and best practices to enhance service delivery.
  • Developed office workflows that improved operational efficiency and reduced wait times.
  • Monitored compliance with health regulations and organizational policies to maintain standards.
  • Enhanced patient experience through proactive problem-solving and conflict resolution strategies.
  • Maintained strict confidentiality by securely handling sensitive patient data in accordance with HIPAA regulations.
  • Ran form copies, faxed information and made phone calls to patients, other providers and insurance companies.
  • Collaborated with medical staff to ensure timely communication of patient information and seamless coordination of services.
  • Greeted, registered, and checked in patients.
  • Facilitated clear communication between patients, providers, and insurance companies to resolve billing discrepancies and minimize financial burdens on patients.
  • Reduced waiting times by effectively managing patient flow and promptly addressing any concerns or issues.
  • Maintained a clean, welcoming atmosphere in the reception area, setting the stage for positive interactions with patients and visitors.
  • Provided forms to fill out or update and added latest information computer system.
  • Assisted patients with completing necessary paperwork accurately and efficiently, expediting the check-in process for a smooth visit experience.
  • Scheduled appointments, sent reminders and updated master calendar.
  • Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Reviewed and updated customer information in database for accuracy.
  • Followed detailed directions from management to complete daily paperwork and computer data entry.

Pharmcy Customer Service Specialist

Walgreens
09.2024 - Current
  • Resolved customer inquiries, ensuring high levels of satisfaction and effective problem-solving.
  • Streamlined communication processes between departments to enhance service delivery and efficiency.
  • Mentored junior staff on best practices in customer engagement and conflict resolution techniques.
  • Analyzed customer feedback to identify trends and implement improvements in service protocols.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
  • Enhanced customer satisfaction by resolving issues promptly and professionally.
  • Developed rapport with customers, fostering long-term relationships and repeat business.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Cross-trained and provided backup support for organizational leadership.

Retail Wireless Consultant

US Cellular Corp Locations
09.2004 - Current
  • Responsible for providing superior customer satisfaction by responding promptly and professionally to all inquiries.
  • Achieving store and budget expectations, while applying the principles of the company's core values.
  • Directly responsible for assisting new and existing customers, creating the ideal customer experience with each customer interaction.
  • Following all procedures, requirements and protocols mandated by the company.
  • Educate customers on products and services offered by US Cellular, upselling when appropriate.
  • Greet all customers in a professional, friendly, and timely manner, including answering phones and directing customer inquiries to the appropriate party.
  • Respond to all customer inquiries and process customer requests, including but not limited to name, address, and rate changes; suspensions, disconnects and performing retention strategies to save a customer, resumes; taking payments; resolving problems related to equipment, billing, roaming and service; and changes in vertical services.
  • Utilize multiple systems to access customer accounts, troubleshoot problems, and provide solutions. Resolve customer complaints in a timely manner, and complex issues as needed.
  • Handle incoming calls from customers regarding billing issues, basic accounting, technical support, product information, account changes, and other related topics.
  • Troubleshoot equipment issues for customers and process repairs, including but not limited to providing loaner phones, shipping of equipment, and completing the repair cycle.
  • Achieve or surpass individual sales targets for portfolio of products and services which would include new customer acquisitions, sale of essentials, and vertical features on a weekly/monthly basis while achieving the highest level of customer satisfaction.
  • Participate in marketing efforts to solicit new business, including but not limited to outbound calling, community involvement, outreach programs, and promoting the brand inside and outside the store/retail location.
  • Responsible for opening, closing and operating the retail facility, including and but not limited to cash handling and deposits as governed by operations control standards.
  • Complete accurate paperwork and transactions according to company policies and procedures.
  • Assisting with inventory counts as needed.
  • Receive and process all payments according to standard procedures.
  • Attend all required U.S. Cellular training programs and meetings.
  • Assist with all functions within a retail store by complying with U.S. Cellular policies and procedures.
  • Provided wireless customer service, technical support and product coaching to approximately 50 customers a day.
  • Researched customer database to determine current plan and offer service options.

Teller

Wells Fargo
12.2023 - 08.2024
  • Processed customer transactions accurately and efficiently using electronic banking systems.
  • Managed cash drawer, ensuring compliance with financial regulations and company policies.
  • Assisted customers with account inquiries, resolving issues to enhance customer satisfaction.
  • Trained new staff on operational procedures and best practices for customer service.
  • Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
  • Processed customer transactions promptly, minimizing wait times.
  • Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
  • Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
  • Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
  • Monitored and reported suspicious activity in line with bank security policies.

Education

Licensed practical nurse -

Wytheville Community College
Wytheville, VA
01.2004

Some College (No Degree) - Computer Engineering Technology

Wytheville Community College
Wytheville, VA

High School Diploma - undefined

Galax High School
Galax, VA
01.1993

Skills

  • Computer Skills: Proficiency in Microsoft Word, Excel Outlook, PowerPoint and knowledge of videoconferencing (Zoom and Google Meet)
  • Equipment: Copying Machine, Scanner, Printer, Fax Machine, Telephone, Telephone Headset
  • Office Skills: Basic accounting, collections, payment processing, cash register operation, filing, data entry, database management, scheduling, documenting and reporting, planning and coordination, loss prevention, troubleshooting technical issues, and inventory management
  • Patient care
  • Customer service expertise
  • Exceptional communication
  • File organization
  • Reception duties
  • Insurance verification
  • Medical terminology
  • Appointment scheduling
  • Patient relations
  • Document management
  • Microsoft office mastery
  • Calendar management
  • Problem-solving capacity
  • Basic accounting
  • Clerical support
  • Insurance collaboration
  • Time management proficiency
  • Listening skills
  • Problem-solving skills
  • Time management
  • Hospitality services
  • Patient charting
  • Cash handling
  • Administrative skills

Timeline

Front Office Specialist

Eyecare
02.2025 - Current

Pharmcy Customer Service Specialist

Walgreens
09.2024 - Current

Teller

Wells Fargo
12.2023 - 08.2024

Retail Wireless Consultant

US Cellular Corp Locations
09.2004 - Current

Some College (No Degree) - Computer Engineering Technology

Wytheville Community College

High School Diploma - undefined

Galax High School

Licensed practical nurse -

Wytheville Community College

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Stephanie Jackson