Alexandra Marrero Jackson
Peyton
Summary
Dynamic Incident Manager with a proven track record at Tek Experts, excelling in case resolution and customer escalation management. Adept in Microsoft 365 tools, I effectively strategized solutions for high-risk cases, enhancing customer satisfaction through consistent communication and technical documentation. Committed to delivering exceptional support and fostering strong client relationships.
Overview
12
12
years of professional experience
Work History
Incident Manager
Tek Experts
Colorado Springs
11.2021 - Current
- Transitioned from CritSit Manager overseeing multiple companies to Incident Manager contracted with specific clients.
- Collaborated with government contractors to resolve customer case reports effectively.
- Conducted Teams calls with customers to discuss high-risk cases and strategize solutions.
- Organized customer case reports using M365 tools for streamlined communication and tracking.
- Escalated high-visibility cases based on customer concerns regarding impact.
Critical Situation Manager
Tek Experts
Colorado Springs
02.2020 - 11.2021
- Managed critical cases for customers facing urgent issues with Microsoft products.
- Allocated engineers to troubleshoot problems related to Azure, Windows Servers, and Microsoft Teams.
- Provided complex customer support to clients with escalated issues.
- Created detailed reports regarding all activities performed during a customer support session.
- Assisted with developing policies and procedures related to providing excellent customer support.
Producer Help Desk (PHD)
United Healthcare Group
Colorado Springs
04.2019 - 03.2020
- Delivered accurate information on Medicaid and Medicare plans to sales agents.
- Utilized 12 systems while multitasking to conduct inquiries on doctors, drug searches, and pre-enrollment applications.
- Escalated application errors while ensuring timely communication with agents.
- Provided technical support for hardware and software issues via phone and email.
- Educated patients on insurance policies and coverage options clearly.
- Resolved patient complaints by following established protocols effectively.
Outbound Sales Rep
HomeAdvisor
Colorado Springs
05.2018 - 04.2019
- Conducted outbound calls to customers for project updates on home improvements.
- Facilitated free estimates by connecting customers with local contractors.
- Managed HomeAdvisor website content, showcasing services and local contractor information.
- Developed comprehensive resources to assist customers in designing custom home projects.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Inbound/Outbound Healthcare Sales Rep
Atterro with Connect with Health First Colorado
Colorado Springs
11.2016 - 05.2018
- Handled inbound calls from customers seeking health insurance in Colorado, guiding agents and customers through applications.
- Conducted outbound calls to update agents and customers on application status.
- Assisted customers in selecting health plans aligned with lifestyle needs.
- Developed and maintained strong relationships with clients and stakeholders.
- Engaged customers through product demonstrations and personalized service.
- Addressed billing inquiries to resolve customer concerns efficiently.
Inbound Healthcare Rep/Processor
Kaiser Permanente
Colorado Springs
03.2014 - 11.2016
- Handled inbound calls with retired members to provide information on benefits and evidence of coverage for Kaiser Permanente.
- Processed billing inquiries for Molina, ensuring accuracy in updates and application handling for retired agents.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
Education
High School Diploma -
William J. Palmer Highschool
Colorado Springs, CO05-2020
Skills
- Consistent communication via email and phone
- Case resolution
- Customer escalation management
- Microsoft 365 proficiency
- Technical documentation creation
- Customer relationship management
Timeline
Incident Manager
Tek Experts
11.2021 - Current
Critical Situation Manager
Tek Experts
02.2020 - 11.2021
Producer Help Desk (PHD)
United Healthcare Group
04.2019 - 03.2020
Outbound Sales Rep
HomeAdvisor
05.2018 - 04.2019
Inbound/Outbound Healthcare Sales Rep
Atterro with Connect with Health First Colorado
11.2016 - 05.2018
Inbound Healthcare Rep/Processor
Kaiser Permanente
03.2014 - 11.2016
High School Diploma -
William J. Palmer Highschool