c

Tyron Tyrell Jackson, ASBA E-mail: Tyron.Jackson@Hotmail.com

4200 Kaywood Drive Home: (301) -300-7035
Apt- 8
Mount Rainier, Maryland 20712

0


To secure a position that utilizes my efficient and effective customer service skills, computer
knowledge, business administrative skills, effective professional communication both written &
verbal, organizational skills, and my experience working with both the civilian and military
sector to contribute to the mission and goals of your organization.

 

Ä
 
    Ä
    
 
ÿashington, DC United States
Supervisor: Lindsay Gundrum; 202-544-1034; Contact: Yes



Êc Answer crisis call routed through online and telephone Safe Helpline service.
Êc *rovide compassionate and accurate crisis support and referral service to Service
Members, DoD civilians, Veterans, and their Family members.
Êc Utilize crisis intervention best practices including safety planning, brainstorming, and
listening skills.
Êc Enter non-personally identifying call information into helpline database.
Êc Complete end of shift reports.



!"#""$ #%"&  & Ä
 '
Reston, Virginia United States
Supervisor: Sylvia Farmer; 703-325-7510; Contact: Yes
Salary: $41,600.00 per year



Êc Able to plan, organize, lead, and control so that the organizational goals can be
accomplished.
Êc Responsible for providing timely, effective and responsive Call-Center Operations in
support of day to day operations for the ÿarrior Transition Command (ÿTC), Army
ÿounded ÿarrior Command (Aÿ2).
Êc Answer calls from Aÿ2 Soldiers and Family members and refer them to the appropriate
service provider or Aÿ2 subject matter experts.
Êc Collect information from callers; enter the information collected into the Aÿ2 tracking
application.
Êc Make phone calls to Soldiers who loose contact with their Aÿ2 Advocates.
Êc Research the status of specific Soldier cases using Aÿ2 tracking application.
c
c

Êc -mplement *hase 4 of the Aÿ2 Life Cycle Management and Support *lan, the Lifetime
Management *hase.
Êc Conduct semi-annual contact with a specific population of Aÿ2 Soldiers to assess and
determine progress of non-medical rehabilitation.
Êc Using various research methods and software, identify and locate Aÿ2 Soldiers to verify
and validate personal information and update the Aÿ2 tracking application as needed.
Êc *rovide phone numbers to resources that can assist Soldiers and Families.

&(  "%"$""$ "#""$& ('Ä
 '

Silver Spring, Maryland United States
Supervisor: Kim Arrington; 301-456-8974; Contact: Yes
Salary: $23,628.80 per year



Êc Demonstrated increased proficiency with customer interactions.

Êc Troubleshooter and resolved technical problems over the phone in a single customer
interaction to maximize the customer experience, with demonstrated ability to articulate
relevant information and directions in an organized and concise manner.
Êc Demonstrated ability to establish and maintain effective relationships with customers.
Êc Effectively gained the customers cooperation to work through the troubleshooting
process, delivering the Comcast Quality Experience (CQE) and avoiding a truck roll.
Researched and identified trends in service/equipment problems and documented
processes used to correct issues, reporting consistent problems to an escalation agent.
*roactively learned new technologies within the Comcast products.
Êc Demonstrated technical expertise of products and troubleshooting.
Êc *repared work orders when required and ensured appropriate procedures are followed.
Êc *romoted and sold services, entered and confirmed sales.
Êc Supported other lines of business as call volume dictates.
Êc Maintained and coordinated interdepartmental communications.
Êc ÿorked in a fast-paced, often high-pressure environment, with proven ability to maintain
composure in stressful situations and managed and diffused angry or irritated customers.
Êc Reviewed, understand stood and performed basic service functions with proficiency
within the billing platform.
Êc Demonstrated consistent ability to meet higher performance expectations.
Êc Other duties and responsibilities as assigned.

  )
!"%""$ *#""$
'
Tampa, Florida United States
Supervisor: Shawn Artis; 703-325-7124; Contact: Yes
Salary: $39,520.00 per year


!"#*""* "%""$& (& Ä
 '
( + 
'
Reston, Virginia United States
Supervisor: Sylvia Farmer - 703-325-7510; Contact: Yes
c
c

Salary: $29,120.00 per year; Customer Care Representative

$58,240.00 per year; Supervisor



Êc Supervised a team of approximately 15 Customer Care Representatives (CCRs).

Êc Held responsible for the overall management of designated shift.
Êc Reported directly to the *roject Manager and adhered to the *M¶s direction.
Êc Directly supervised both Team Leads and CCRs.
Êc Ensured that the ÿounded Soldier and Family Hotline (ÿSFH) Call Center is adequately
manned to support projected call volume.
Êc *rovided quality assurance on all calls and case intake data to ensure Soldiers and
Families concerns are clearly identified.
Êc Read the case log and identified the issue.
Êc Created issues in the ÿounded ÿarrior Accountability System (ÿÿAS); annotated the
case log.
Êc ÿorked with Team Leads to ensure CCRs are filling out their tracking forms correctly
and emailing them to the appropriate Army Commands.
Êc Maintained shift schedule.
Êc Ensured all CCRs (to include all full-time, part-time, and weekend employees) are kept
informed of the latest operating procedures.
Êc Coordinated with Team Leads on manning, accountability, and training.
Êc -mplemented and enforced all changes, new policies, and goals & objectives of the
ÿSFH Call Center which was communicated at the direction of the *M.
Êc Approved CCRs timesheets weekly with integrity.
Êc Collected, maintained, and analyzed data for planning and report purposes.
Êc -dentified, coordinated, and obtained a variety of resources and services for Soldiers and
Families who have physical, developmental, emotional and or intellectual handicaps.
Êc Monitored and tracked program evaluation and ensured compliance is consistent with
high quality patient care in compliance with civilian and military standards of care.

Î,&)""""- $#""-&&+ 

Manassas, Virginia United States
Supervisor: Brandy Dennis; 703-736-7000; Contact: Yes
Salary: $22,880.00 per year



Êc Moderated conference calls for Fortune 500 companies.

Êc Maintained successful relationships with all customers, internally and externally
providing various administrative supports.
Êc *rovided effective and consistent client contact, demonstrated technical proficiency,
provided a professional representation of the company, and provided superior
personalized service.
c
c

Êc *rovided superior customer service and professionalism to internal and external

customers.
Êc Followed all of the company¶s policies and procedures.
Êc Engage in swift problem solving/troubleshooting techniques to resolve any issues.
Êc Continuously increased knowledge of customer base, including specific account and call
information.
Êc Supported and assisted team members as needed to ensure superior customer service.
Êc Developed and maintained knowledge of company product portfolio.




BS, Business Administration, Colorado Technical University (CTU), Colorado Spring, CO,
80907, September 2012

AS, Business Administration, Colorado Technical University (CTU), Colorado Springs, CO,
80907, September 2010



Lean Six Sigma, April 2008; Health -nsurance *ortability and Accountability Act (H-*AA),
August 2010, Aÿ2 Advocate Training, January 2010




Oracle Business -ntelligence (B-) 10g, March 2008, Business Concepts, Business Management