Zimone Jackson
Richmond,NV
Summary
Accomplished professional dedicated to meeting customer expectations and achieving company goals. Extensive experience and knowledge in administration, providing exceptional leadership and training facilitation. Focused on maximizing quality and service standards with hands-on support. Looking to bring 7+ years of knowledge, skills and abilities to a challenging new role.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Training Facilitator
Capitol Bridge
2023.08 - Current
- Document class attendance and participation and provided feedback to management.
- Identify areas in need of improvement and implemented solutions.
- Assess skill gaps for employees and developed training courses to meet identified needs.
- Administer assessments before, during and after courses.
- Evaluate success of training programs and recommended improvements to upper management to enhance effectiveness.
- Plan and facilitate Customer Service workshops in accordance with Medicaid and Medicare 'curricula, employing varied methods to maximize attendance.
- Train and mentor 200 new personnel hired to fulfill various roles.
Customer Care Representative
Elevance Behavioral Health
2022.11 - 2023.08
- Responded to customer needs through competent customer service and prompt problem-solving.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Managed over 100 calls per day
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Logged call information and solutions provided into internal database.
Benefits Manager
Globe Life Liberty National
2022.05 - 2022.11
- Third se Educated employers and new hires about different benefit plans. Oversaw open enrollment processes during 3rd quarter.
- Audited benefit programs and agreements to optimize service delivery.
- Assessed client requirements and developed targeted benefits solutions.
Supervisor/Lead Training Specialist
Department Of Veterans Affairs
2006.07 - 2022.05
- Provided supervision of administrative employees assigned to 13 Surgical Clinics, Primary Care, Call Center and Beneficiary Travel
- Executed matters related to Human Resources management functions; recruitment and retention, coordination of interview panels, rating official of employee evaluations and awards, approving official of leave administration.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Facilitated training utilizing variety of delivery methods; classroom instruction, job coaching and workshops for 1000+ employees
- Monitored workflow to improve employee time management and increase productivity.
- Conducted new employee orientation and evaluated post performance to support improvement and productivity
- Provided coaching and training to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
Education
Associate of Applied Science - Business Administration
Monroe College
Bronx, NYSkills
- Business Administration
- Human Resource
- Organizational Skills
- Performance Evaluation
- Group Facilitation
- Leadership Development
- Presentation
- Customer Relations
- Microsoft Outlook
- Team Development
- Call Center Operations
- Conflict Resolution
Certification
- Licensed Real Estate Agent- 04/2022
- Licensed Life, Annuities and Health insurance - 05/2022
Timeline
Training Facilitator
Capitol Bridge
2023.08 - Current
Customer Care Representative
Elevance Behavioral Health
2022.11 - 2023.08
Benefits Manager
Globe Life Liberty National
2022.05 - 2022.11
Supervisor/Lead Training Specialist
Department Of Veterans Affairs
2006.07 - 2022.05
Associate of Applied Science - Business Administration
Monroe College
- Licensed Real Estate Agent- 04/2022
- Licensed Life, Annuities and Health insurance - 05/2022
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