1. La Tanya L. Jackson
6020 S. Stony Island • Apt. 2-E • Chicago, IL 60637
Phone 312-217-3701 • E-mail firstname.lastname@example.org
Secure a position that will enable me to use my strong communication & organizational skills,
customer service background and my ability to work well with people and effectively utilize my
expertise in customer relations and staff leadership.
07/2014 - 05/2016- Humana Inc.
Customer Service Specialist Call Center
As an associate handling inbound and outbound calls, my role was to engage members
through every step of their road to wellness; whether it’s through direct interaction or
efforts behind the scene. Also, as customer care specialists for our call center my job was to
directly respond to questions, handle issues and provide guidance to both internal and external
customers. Deliver perfect service by getting the basics done right, delivering value and quality
every day to our members, employers, providers and colleagues.
10/06-11/12 EDLink LLC- Tuition Management Specialist
Customer Service Phone TS Representative
As a stellar call center tuition specialist representative with several years of expert experience
in the industry, I was responsible for handling tuition assistance matters for several high
profiled fortune 500 companies. Responsible for providing exemplary customer service in a fast
pace environment to program participants and providing initial contact resolution for all
incoming phone calls answering up to 80 calls a day , indexing 60 incoming fax and scans daily,
responding to 30 voicemail and e-mail daily. I also processed 30 payments, 20 application
approvals daily. Researching, guiding and educating the clients on program benefits offered.
02/04 - 03/06 Burrell Advertising Agency
As the Director of First Impressions both in person and via phone, my daily duties and
responsibilities were to professionally and pleasantly greet and welcome on-site visitors,
clients, sales agents, media outlets, new business vendors, and internal colleagues. Not limited
to, efficiently coordinating the front desk by answering and directing 60 incoming calls on a
multi-12-line switchboard system. I handled messenger services/carriers, FedEx, UPS, DHL.
I managed a high-profile fast-pace environment on its day to day operations with a positive
attitude. I alternated as a Special Assistant to the Information Center/Library. Filing and
2. maintaining records, researching documents per request of all departments. Processing
monthly payments and invoices for office support services.
01/97 - 5/03 Chase Manhattan/Bank One
Customer Service Supervisor/Telephone Banking Call Center
As an inbound/outbound call center supervisor representative I serviced our customers as a top
10% performer maintaining quality service to all business and consumer retail customers by
answering 100 inbound calls and daily inquiries about personal account information; product
and service questions; cross-selling related products and services and being courteous and
responsive to all customer's' needs. Maintaining customer records by verifying, updating
account information and posting customer transactions. Resolve product or service problems in
a timely manner by listening and verifying the customer's complaint; determining the cause of
the problem; selecting and explaining the best solution to solve the problem, expediting the
solution; following up with the customer. Maintaining bank operations by following establish
policies and procedures; reporting needed changes; complies with Federal, State, and Local
Maintains customer confidence and protect bank operations by adhering to all of the rules and
regulations of the Privacy Protection Act.
Associates Degree Harold Washington College Chicago, IL
Liberal Arts - Graduated 5/2007
Knowledge of Microsoft Office Suites, VMWare System, Citrix System, DMS and TAMS:
Certified Fitness Instructor; 2004 Marathon Finisher; Awarded 2005 Roger W. Bardwell
Scholarship. American Cancer Society Volunteer; and (Relay for Life) Participant; 2010 President
of the Step-By Step Community Walking Club.