Tiara Jackson
Houston,TX
Summary
Payment Operations Analyst with 7+ years driving data-driven solutions across payment processing, healthcare benefits, and financial services. Expert in leveraging Tableau and Salesforce to analyze trends, identify inefficiencies, and optimize operations. Skilled in managing cross-functional relationships, ensuring regulatory compliance, and translating complex data into actionable business insights.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Payment Operations Analyst
Bill
Remote
04.2021 - Current
- Analyze payment trends and vendor performance using Tableau to identify decline patterns and drive operational efficiency, reducing payment decline rates through data-backed insights.
- Conduct root cause analysis on payment failures and underperforming vendors; deliver strategic recommendations to leadership for process optimization.
- Manage Salesforce ticketing system to resolve technical issues and maintain 99%+ data accuracy across vendor databases through rigorous validation protocols.
- Serve as Subject Matter Expert for cross-functional teams on vendor and payment operations inquiries.
- Execute ad hoc data analysis projects supporting strategic decision-making and business growth initiatives.
Customer Care Advocate II
Cigna Insurance Companies
Houston, TX
06.2020 - 04.2021
- Processed and documented high-volume transactions across 5+ systems, ensuring regulatory compliance (HIPAA, CMS).
- Investigated grievances and claims appeals, analyzing patterns to identify process improvement opportunities
Utilized CPT and ICD-9/ICD-10 coding for accurate claims processing and provider coordination. - Tracked and reported customer interaction data, contributing to quality assurance metrics.
- Coordinated authorizations and referrals with attention to data accuracy and documentation standards.
- Resolved customer inquiries using CRM systems to ensure accurate and timely support.
- Educated clients on policy details, enhancing understanding and satisfaction with insurance products.
- Key Skills: Multi-System Data Management, HIPAA Compliance, Claims Analytics, CPT/ICD Coding, Process Improvement
Customer Care Advisor
FIS Global
Houston, TX
06.2017 - 07.2020
- Managed end-to-end chargeback and dispute processing for both consumer and merchant accounts, ensuring compliance with card network regulations (VISA, MasterCard, American Express)
- Reviewed transaction data, merchant documentation, and consumer evidence to determine dispute validity and recommend outcomes.
- Processed payments and conducted fraud verification for MasterCard, Visa, debit, and credit card accounts.
- Managed merchant account verification and identified fraud patterns to protect customer assets.
- Maintained detailed transaction logs and updated customer databases with accuracy and consistency.
- Analyzed customer complaint trends and escalated data insights to appropriate departments for action.
- Handled escalations for enterprise-level accounts across US and international markets.
- Managed more than 80 calls per day from customers
- Key Skills: Payment Processing, Fraud Detection, Data Entry & Management, Trend Analysis, Account Management
Customer Service Representative
Alorica
Houston, TX
02.2015 - 06.2017
- Resolved billing, technical, and account issues for high-volume customer base.
- Logged and tracked customer interactions in CRM systems, maintaining data quality standards.
- Identified retention opportunities through customer data analysis and relationship building.
- Performed data entry and utilized dual-monitor systems for efficient information management.
- Key Skills: Technical Troubleshooting, CRM Systems, Data Entry, Customer Retention, Problem-Solving
Education
Associate Degree - Communications
Lonestar College
Houston, TX05.2014
Skills
- Cisco Networking Academy: Data Analytics Essentials Certification
- Data & Analytics: SQL, Tableau, Salesforce CRM, Advanced Excel, Root Cause Analysis, Trend Identification, Data Integrity Validation
- Operations: Payment Processing, Vendor Management, Fraud Detection, Process Optimization, Multi-System Navigation (5 Platforms)
- Compliance: HIPAA, CMS Regulations, CPT/ICD-9/ICD-10 Coding, Healthcare Claims Processing, Regulatory Standards
Certification
Cisco Networking Academy : Data Analytics Essentials
https://www.credly.com/users/tiara-jackson.a870dc0e
Timeline
Payment Operations Analyst
Bill
04.2021 - Current
Customer Care Advocate II
Cigna Insurance Companies
06.2020 - 04.2021
Customer Care Advisor
FIS Global
06.2017 - 07.2020
Customer Service Representative
Alorica
02.2015 - 06.2017
Associate Degree - Communications
Lonestar College