Timesha Jackson
Fort Worth
Summary
Customer service professional with strong background in team management and client relations. Known for seamless collaboration and achieving high-performance outcomes. Consistently adapts to evolving business needs while ensuring top-tier customer support. Proficient in conflict resolution and communication.
Overview
12
12
years of professional experience
1
1
Certification
Work History
CS&S Core Team (contingent)
Charles Schwab
Westlake, TX
07.2025 - 12.2025
- Resolved complex financial inquiries, enhancing customer satisfaction and loyalty.
- Streamlined account management processes, improving efficiency in handling client requests.
- Trained new representatives on best practices for customer interactions and financial product knowledge.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Developed training materials to support ongoing staff education on financial regulations and procedures.
- Led initiatives to enhance service delivery, resulting in improved response times for customer queries.
- Implemented a quality assurance program to monitor interactions and ensure compliance with standards.
- Navigated complex client scenarios with tact and professionalism, resulting in successful resolution of conflicts or concerns.
- Reduced response times by effectively managing a high volume of inbound calls and emails from clients seeking financial assistance or information.
Auto Claims SupervisorS3 (Hybrid)
Statefarm Insurance
Richardson, TX
08.2022 - 09.2024
- Acted as the primary contact for auto claims operations, ensuring efficient processing by gathering essential claim information.
- Determined liability and utilized knowledge of state and federal regulations to address policyholder and claimant inquiries.
- Processed claim payments in accordance with applicable laws and insurance regulations.
- Supervised claims processing to ensure adherence to company policies and regulatory guidelines.
- Trained and mentored junior claims staff on best practices and effective resolution techniques.
- Analyzed claim trends to identify areas for process improvement and operational efficiency.
- Collaborated with cross-functional teams to enhance claims handling procedures and customer satisfaction.
- Developed training materials that improved staff knowledge of claims management systems and protocols.
- Conducted performance evaluations to assess employee productivity and implement development plans.
- Led initiatives to streamline workflows, reducing processing times for claims resolution significantly.
- Managed escalated claims issues, providing strategic solutions to complex customer concerns.
- Assisted in the recruitment and selection of new claims adjusters, ensuring they possessed the necessary skills and expertise to excel in their roles.
Associate Customer Account Manager (Remote)
AMN Healthcare
Dallas, TX
03.2018 - 08.2022
- Collaborated with internal teams to ensure client payroll requirements were accurately understood and fulfilled.
- Managed client inquiries and complaints, ensuring timely and effective resolution to enhance client satisfaction.
- Analyzed timesheets and data to improve the overall provider experience and operational efficiency.
- Managed client relationships to enhance satisfaction and retention rates.
- Developed tailored solutions for diverse customer needs, improving service delivery.
- Analyzed client feedback to identify trends and implement strategic improvements.
- Led training sessions for staff on best practices in customer engagement strategies.
- Oversaw contract negotiations, ensuring alignment with company policies and client expectations.
- Facilitated regular account reviews to assess performance metrics and drive continuous improvement initiatives.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Evaluated customers' potential needs to make appropriate recommendations.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
Customer Service Lead
Dermstore
North Richland Hills, TX
11.2013 - 03.2018
- Delivered exceptional customer service by maintaining service standards and motivating the team to achieve goals.
- Encouraged customer loyalty program enrollments, enhancing customer engagement and retention.
- Implemented personalized customer consultations, addressing individual skincare needs to improve client satisfaction.
- Analyzed customer feedback to identify trends and drive service enhancements.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
- Established strong relationships with clients, leading to repeat business and positive feedback.
- Organized regular team meetings to share best practices, driving continuous improvement within the department.
- Mentored junior staff members to improve their knowledge of company policies, products, and services.
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization.
- Reviewed associate performance to identify training needs.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Education
High school diploma - General Education
Green B. Trimble Tech High School
01-2012
Skills
- Customer Relationship Management (8 Years)
- Management (5 Years)
- Team Management (5 Years)
- Customer Service (10 Years)
- Call Center Management (5 Years)
- Communications (8 Years)
- Computer Skills (8 Years)
- Leadership (8 Years)
- Time Management (8 Years)
- Data Entry (8 Years)
- Live Chat (8 Years)
- Problem Management (8 Years)
- Claims Adjusting (2 Years)
Accomplishments
- Supervised team of [Number] staff members.
Certification
- Cosmetologist (June 2012 to June 2025)
- Insurance Claims Adjuster (September 2022 to current)
- Agile Leader Certification ( September 2022 to current
Languages
English
Full Professional
Timeline
CS&S Core Team (contingent)
Charles Schwab
07.2025 - 12.2025
Auto Claims SupervisorS3 (Hybrid)
Statefarm Insurance
08.2022 - 09.2024
Associate Customer Account Manager (Remote)
AMN Healthcare
03.2018 - 08.2022
Customer Service Lead
Dermstore
11.2013 - 03.2018
High school diploma - General Education
Green B. Trimble Tech High School