Tamara Jackson
Goodyear,USA
Summary
A dedicated and reliable individual, passionate about delivering exceptional customer service, seeking a new opportunity to actively contribute positive interactions, and building strong customer relationships
Customer care professional with proven track record in delivering exceptional service and resolving complex issues. Strong communication and problem-solving skills, combined with focus on team collaboration and adaptability to changing needs. Known for building strong relationships with clients and achieving results that align with company goals. Adept at utilizing CRM software, handling high-volume inquiries, and maintaining positive customer experience.
Overview
8
8
years of professional experience
Work History
Customer Care Specialist
Greystar Real Estate Services
01.2024 - Current
- Receives inbound calls, emails and voicemails from residents and communities.
- Makes outbound calls and emails to former resident(s) with outstanding balances and collects payments and directs calls when disputing.
- Responds promptly to former resident(s) inquiries according to level of urgency and properly records detail of actions taken.
- Verifies accuracy of charges on move out balance, research inconsistencies, and makes any necessary corrections per the lease agreement.
- Maintains accuracy of resident personal demographic and confidential information (e.g., names, addresses, DOB, social security numbers, etc.); ensures compliance with any/all applicable contract terms, company policies and/or state/federal laws.
- Communicates and coordinates with other internal departments as necessary.
- Completes projects, tasks, assignments, and other work that is unique to the department, follows departmental policies and procedures, and meet standards, metrics, and other benchmarks used within the department for evaluating performance and results.
Customer Service Representative 4 with Provider Enrollment
State of Arizona
11.2022 - 11.2023
- Responsible for conducting Provider enrollment and on-site visits
- Assisting AHCCCS Providers in processing their application and answering questions
- Determining eligibility of Provider based on CMS guidelines
- Studying statutes, rules, policy manual, and attending training to maintain expert level of knowledge
Customer Service Representative 3
State of Arizona
09.2022 - 11.2022
- Answer calls received by the DMPS OCA, Provider Services, Community Partners Assistor Organization, resolve high level inquiries from the Governor's office, legislature, and Senior AHCCCS leadership; adhere to established call center guidelines and agency policies.
- Researching and analyzing difficult calls, case discrepancies utilizing computer information systems to resolve complex customer concerns, questions and offer resources. Contacting health plans or pharmacies to immediately resolve issues of urgent medical needs. Technical assistance to providers and agency staff regarding billing procedures, reimbursement policies, prior authorization requirements and eligibility information.
- Processing of all types of case actions. Monitor and assist with processing requests. Discuss projects, clarify information, resolve problems, and exchange information at all levels. Analyzing and researching requests while ensuring quality.
- Verify information and update systems accordingly, if necessary, with accurate information and other pertinent data. Prepares documents for research and coordinates resolution of issues if necessary.
- Handling of all of the operations required to support our members and the general public. Provide virtual and in-house support.
- Completion of monthly, quarterly, and on-demand statistical reporting as requested.
- Actively participate in the Arizona Management System initiative within the unit, division, and agency. Actively participate in OCARE meetings and activities.
Chat/Email Financial Services Professional
Charles Schwab
04.2021 - 05.2022
- Engage clients and prospects via concurrent chats as well as email and phone
- Effective research and problem-solving skills to fulfill client and prospect requests timely
- Excellent customer service and communication skills to service clients and prospects via Chat, Email, and phone
- Excellent typing skills and proficiency in serving multiple clients concurrently
- Able to quickly learn new technology and utilize a variety of data and systems in order to proactively identify solutions to client financial needs
- Established technical skills with the ability to easily utilize multiple applications simultaneously
- Strong emotional intelligence skills to better understand the client's needs and motivations; able to empathize with others' needs and respond sensitively; able to use good judgment when responding, and take action in order to successfully meet the client's objectives
Specialist, Retirement Services Operations
Charles Schwab
03.2018 - 04.2021
- Assist internal and external clients with questions regarding Schwab account transactions, account update requests, and client correspondence
- Assess and resolve client issues that relate to their retirement accounts and deliver unparalleled value and service in order to build and maintain client loyalty
- Help clients navigate Schwab products, services, and online tools
- Interact and collaborate with other team members to assist in attaining individual, team, and department objectives
- Manage multiple tasks effectively by balancing high productivity with excellent service quality
- Cross train with other teams to obtain additional skills in Retirement Services
- Work with both new and more tenured peers to provide support, mentoring and guidance
Education
No Degree - Bachelor of Science (BS) in Finance
Grand Canyon University
Phoenix, AZSkills
- Problem-solving
- Leadership
- Time management
- Critical thinking
- Research expertise
- Computer literacy
- Payment processing
- Quality assurance
- Support
- Customer service excellence
Timeline
Customer Care Specialist
Greystar Real Estate Services
01.2024 - Current
Customer Service Representative 4 with Provider Enrollment
State of Arizona
11.2022 - 11.2023
Customer Service Representative 3
State of Arizona
09.2022 - 11.2022
Chat/Email Financial Services Professional
Charles Schwab
04.2021 - 05.2022
Specialist, Retirement Services Operations
Charles Schwab
03.2018 - 04.2021
No Degree - Bachelor of Science (BS) in Finance
Grand Canyon University