939 Castleglen Drive Garland, Texas 75043 • •

Shajacquel Jenkins

Objective

A position in collections or customer service in a fast paced, goal-oriented environment requiring an accomplished negotiator with excellent public relations skills and an ongoing commitment to professionalism, customer satisfaction and account retention. Possess strong interpersonal and time management skills with a keen ability to multitask a variety of challenges and responsibilities.

Experience

Aug 2008- Present

Automated Telecommunications Service

Dallas, Texas

Contact Center Team Lead

• Handled a high influx of inbound calls within a dynamic call environment on average called volume three hundred calls per day.

• Exercised strong interpersonal communication skills customers with and department personal to receive greater resolution.

• Provided accurate information with billing inquires such as explain to customer balances, bill due dates, scheduled disconnect date and payment history.

• Managed multiple priorities and maintained effective results in a quota driven workplace to accompany at least 10 payments an hour.

• Processed payments into billing platforms and accessible in restoring of customer’s cable, internet and phone services upon receipt of payment or payment inquires.

• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective actions plans.

• Monitor interaction between staff and callers to ensure quality assurance standards.

• Co-Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, of work groups in accordance with organization’s policies and applicable legal requirements.

• Monitoring call center employees talk/wrap time, data, and both client and consumer satisfaction levels.

Jan 2003- Seasonal

Jackson Hewitt Tax Service

Dallas, Texas

Office Manager/ Tax Preparer

• Compute taxes owed or overpaid, using adding machines or personal computers, and complete entries on forms, following tax forms instructions and tax tables.

• Interview clients to obtain additional information on taxable income and deductible expenses and allowances.

• Review financial records such as income statements and documentation of expenditures in order to determine forms needed to prepare tax returns.

• Use all appropriate adjustments, deductions, and credits to keep clients taxes to a minimum.

• Calculate form preparation fees according to the return complexity and processing time required.

• Assisted clients in applicable choice of loans depending on bank approval.

• Check data input or verify totals on forms prepared by others to detect errors in arithmetic, data entry, and procedures.

• Prepare and assist in preparing simple to complex tax returns for individuals or small businesses.

Oct 2007-May 2008 J & J Janatorial Service Dallas, Texas

Administrative Assistant

• Coordinates merged mailings of materials ,letters and presentations; creates/prepares a variety of documents (letters, forms, charts, tables, reports, etc.) accurately

• Read and analyze incoming memos, submissions, and reports in order to determine their distribution. Open, sort, and distribute incoming correspondence, including faxes and email.

• Responsible for scheduling meetings for employees; escorts visitors to staff members'

• File and retrieve corporate document s, records, and reports.

• Orders supplies (office, catering, information technology).

• Maintain records management systems and performing basic bookkeeping tasks.

Sept 2006- Sept 2007

Alliance Data Systems

Dallas, Texas

Customer Service Representative

• Deliver world class customer service and build great rapport in satisfaction of the customer.

• Demonstrate best judgment in the disbursement of adjustments and credits.

• Provide effective and timely resolution of a range of customer inquiries in multiple databases.

• Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.

• Processed new enrollments along with performing Experian credit checks.

• Assist customer in processing payments using direct check and credit cards through billing platforms and posted payments in excel spreadsheets.

• Submitted service request s for customer’s due to disconnect of service and outages in area.

Education

Dec 2005- Jun 2006

Everest College

Dallas, Texas

Medical Billing Coding & Insurance Diploma

• Knowledge of CP, ICD-9 procedure and diagnoses codes, revenue codes, DRG’s, HCPCS codes (DME), and E/M coding; Broad knowledge of medical terminology

• Familiar with CMS-1500 and UB-92 claims forms

• Entering patient Demographics; read and understand EOB

• Verify insurance benefit and calculate co-pays, co-insurance, and deductible

• Inpatient and outpatient billing; post payments and adjustments

• Familiar with carriers such as Medicare, Medicaid, BC/BS, Worker’s Compensation, and other commercial carriers ; Familiar with managed care plan such as HMO’s, PPO’s, and EPO’s and indemnity plans; Following up on claim status with insurance carriers per age analysis report

• Knowledge of HIPPA and OSHA rules and regulations

Computer Skills____________________________________________

• Microsoft Word, Excel, PowerPoint, Access, and Outlook

• QuickBooks

• Avaya and Icoms

• Mediware and Medisoft

References

Chasity Clary

Client Relations

RMS Logistics

13801 Diplomat Drive

Farmers Branch, TX 75234

Patrica Hargrove

Administrative Coordinator

The Ayco Company

17950 Preston Road Suite 800

Dallas, TX 75252

Demetrice Jenkins

Client Associate

Wells Fargo Advisors

13355 Noel Road

One Galleria Tower, Suite 1500

Dallas, TX 75240