Tanika Jackson
Cocoa,Florida
Summary
Seasoned customer service representative professional, with over ten years of experience. Willing to provide proficient decision making and great verbal communication skills. Aiming to use my proven skills to effectively fill any available roles.
Overview
15
15
years of professional experience
Work History
Lead Billing Specialist
Corix Utilities
Orlando, FL
11.2022 - Current
- Handle customer inquiries via phone, email, and written correspondence, ensuring swift resolution.
- Resolve billing and service issues through detailed account reviews and accurate responses.
- Generate field activities to address customer complaints, ensuring timely and effective solutions.
- Act as liaison between customers and service operators, facilitating service issue resolution.
- Monitor system-generated shut off activities, creating payment plans per regulations and company policy.
- Streamlined billing processes, enhancing accuracy and reducing customer complaints by 30%.
- Led a team to resolve complex billing issues, ensuring compliance with regulations and improving customer satisfaction.
Donor Eligibility Specialist
American Red Cross
Charlotte
01.2018 - Current
- Respond to and manage telephone inquiries from blood donors, tele-recruitment staff, and regional blood collection staff regarding donor eligibility and concerns
- Respond to and manage email inquiries regarding donor eligibility and concerns
- Assist with donor investigations
- Assist with donor deferral entry into the database
- Perform other related duties as necessary to maintain the team workflow
- Work in a collaborative team environment to meet operational objectives team advancing donor and recipient safety
- Completes other duties as assigned by management.
Service II Agent Trauma Team
American Red Cross
Charlotte
01.2016 - 01.2018
- Performed outbound calling to specialized donors using a dialer system & specialized scripting to recruit for new or repeat blood donations or to cross-sell to new donation procedure
- Used information from multiple computer systems simultaneously to target appropriate blood drives for donor, update donor records as needed and to record outcomes of calls
- Scheduled appointments while providing positive service experience to maximize donor show rates
- Follow a process and appropriate scripting for conducting a call with a donor, to ensure a consistent donor experience
- Maintained daily production standard, including phone calls and appointments per hour, to meet established collection goals
- Developed a working knowledge of donor criteria to inform donors of eligibility and reduce deferral rates
- Maintain accurate records of donors/groups contacted and appointments scheduled to avoid errors, poor customer relations and to ensure sufficient donor availability
- May develop new leads and implement new donor recruitment programs to ensure an increased donor base and an adequate blood supply
- Provided back up support to inbound team
- Investigates and responds to inquiries on an ongoing basis
- Performed other related duties as assigned.
Mortgage Loan Specialist
Wingspan Portfolio Advisor
Melbourne
01.2010 - 01.2015
- Collaborated with clients to prepare applications for loans by compiling, arranging, and reviewing all relevant documents
- Determined the feasibility of granting loans and communicating with management if required
- Processed advances and disbursements, as well as preparing pay off letters
- Worked closely with loan officers to obtain credit information, coordinate closings, calculate closing costs and disperse funds for clients
- Ensured loans were processed as established by company's procedures and policies
- Aided in maintaining various credit files and following up on client inquiries.
Customer Service Representative (Lead)
Harp Marketing
Melbourne
01.2009 - 01.2010
- Opened and maintained customer accounts by recording account information
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Contributed to team effort by accomplishing related results as needed
- Identified and assessed customers' needs to achieve satisfaction
- Built sustainable relationships of trust through open and interactive communication.
Education
Lee Central High School
Bishopville, S.C.Skills
- Provides empathy
- Ability to use positive language
- Provides conflict negotiation management for customers
- Listening Skills
- Pays Attention to details
- Willingness and ability to learn new skills and techniques
- Supports company sales goals by promoting and explaining additional products
- Adheres to all company policies and regulations
- Account management skills
- Able to provide product knowledge
- Expert in closing
- Basic Knowledge of Microsoft Office
Timeline
Lead Billing Specialist
Corix Utilities
11.2022 - Current
Donor Eligibility Specialist
American Red Cross
01.2018 - Current
Service II Agent Trauma Team
American Red Cross
01.2016 - 01.2018
Mortgage Loan Specialist
Wingspan Portfolio Advisor
01.2010 - 01.2015
Customer Service Representative (Lead)
Harp Marketing
01.2009 - 01.2010
Lee Central High School