Trina Jackson
St. Louis
Summary
Coordinated efforts with diverse teams to drive optimal results and foster continuous improvement in software testing and risk management processes.
Led initiatives to enhance customer interactions and service solutions. Cultivated strong relationships through effective conflict resolution and communication strategies. Fostered teamwork and adaptability to meet evolving customer and organizational demands.
Overview
18
18
years of professional experience
Work History
Quality Assurance Specialist
MOHELA
06.2023 - Current
- Help team members to develop ideas and solve problems.
- Creating written documentation and procedures for application testing and compliance.
- Collaborating with developers, project managers, and other stakeholders
- I was promoted to this position 7 months into my tenure with the company.
Customer Service Representative/Licensed Insurance Agent
Everise
09.2022 - 05.2023
- Thoroughly and efficiently gather customer information, assess and fulfill customer needs and educate customers where applicable regarding products and services listed above
- Ability to utilize and navigate multiple systems simultaneously
- Be dependable and meet all attendance requirements
- Resolve customer issues via one call resolution guidelines and/or escalated process
- Meet or exceed company and client performance metrics
- Maintain a balance between company policy and client benefit in decision making
- Continuously evaluate and identify opportunities to drive process improvements that positively impact our client and its customers
- Responsible for call disposition or compiling and generating reports as required
- Ability
Student Loan Specialist
Nelnet
01.2022 - 08.2022
- Supervised data collection and input processes for borrower accounts from client schools, maintaining high standards of data integrity and compliance.
- Facilitated rigorous validation of data integrity, partnering with loan servicers and Department of Education to uphold quality assurance.
- Executed strategic outreach initiatives, including outbound calls and correspondence, to inform borrowers of repayment obligations and support their financial decisions.
- Streamlined communication processes to ensure students understood loan information and repayment options.
- Educated borrowers on deferment, forbearance, rehabilitation, and consolidation processes to promote informed financial decision-making.
- Oversaw the acquisition and processing of deferment and forbearance forms from borrowers, ensuring accurate submissions to designated servicers.
- Implemented outreach strategies for students by employing standardized scripts and letters, reinforcing compliance with established company guidelines and regulatory requirements.
- Oversaw relationship management with student borrowers and loan servicers, optimizing the process for securing verbal forbearances and updating borrower records.
- Analyzed borrower information through skip-tracing and systematically revised student database to ensure up-to-date demographic records.
- Reviewed and interpreted activity data, compiling monthly reports on default rates to enhance communication with client schools.
Customer Service Representative
VXI Global Solutions
08.2021 - 12.2021
- Customer service for a major cell phone company
- Provided assistance to clients
- Answered phone and assisted customers with changes
- Created customer appointments
- Scheduled reservations for customers
- Maintained up-to-date knowledge of customer accounts
- Explained products and benefits
Customer Service Representative
Center for Disease Control Saint Louis Missouri-Saint Louis County
04.2021 - 07.2021
- Job duties consist of helping incoming callers locate providers that give Covid 19 vaccinations.
Customer Service Representative (Remote)
Teleperformance USA
07.2019 - 03.2021
- Provide customers support for members of an Missouri Medicaid program.
- I have met metrics to bonuses at my current company for most of my tenor at the company.
Customer Service Representative
Convergys
02.2008 - 03.2012
- Handle calls for a major company, helping potential customers set appointments for windows, roofing and flooring installation.
Education
Bachelor's - Business Management
University of Phoenix
Phoenix, AZ01.2020
Associate in Arts (AA) - Criminal Justice
University of Phoenix
Phoenix, AZ05.2015
Skills
- Insurance sales
- CRM Software
- Computer literacy
- Sales
- Typing
- Cold Calling
- Upselling
- Quality assurance
- Computer skills
- Customer Service
- Cold calling
- Customer service
Timeline
Quality Assurance Specialist
MOHELA
06.2023 - Current
Customer Service Representative/Licensed Insurance Agent
Everise
09.2022 - 05.2023
Student Loan Specialist
Nelnet
01.2022 - 08.2022
Customer Service Representative
VXI Global Solutions
08.2021 - 12.2021
Customer Service Representative
Center for Disease Control Saint Louis Missouri-Saint Louis County
04.2021 - 07.2021
Customer Service Representative (Remote)
Teleperformance USA
07.2019 - 03.2021
Customer Service Representative
Convergys
02.2008 - 03.2012
Bachelor's - Business Management
University of Phoenix
Associate in Arts (AA) - Criminal Justice
University of Phoenix