Catherine (Cathi) Jackson Email & Phone Number

Alpharetta, Ga

PRIVATE CLIENT GROUP CLAIMS (2011-2015)- Assisted high-net-worth clients with initial claim reporting of losses related to a variety of policies- Accurately established multiple claims, attending to innumerable details associated with incidents - Maintained consistent 99.9% of quality assurance scoring results- Provided peer-to-peer training including evaluating recorded calls to assess quality - Provided feedback regarding customer service quality following established guidelines- Led Yellow Belt project designed to meet Service Level Agreement (SLA) measurements- Developed process to determine status of SLA regarding claim setup times- Refined process from 20 minutes to 3 minutes per day- Resulted in a time savings of 82 hours per year (.5 Full Time Employee (FTE)WORKERS COMPENSATION AND COMMERCIAL PROPERTY CLAIMS (2010 - 2011)- Assisted insureds & claimants with claim questions- Directed attorneys and providers with a relationship to the claim, to the proper area for assistance - Assisted with process development & documentation for Mandatory Medicare Information project- Maintained superior quality results in a high production call center environment - Received positive accolades from customers by ensuring needs and requests were timely resolved - Consistently met or exceeded the performance standards for the department

Roswell, Ga

JEWELRY DEPARTMENT SUPERVISOR (2009-2010)FLOOR ASSOCIATE (2008-2009)- Planned & communicated step by step directions of jewelry department remodel activities- Organized detailed plan & outline of new jewelry case setup & installation for specific store- Managed visual display of fine and fashion jewelry, inventory control activities and staff training- Provided superior customer service- Properly merchandised to enhance the customer's shopping experience- Actively participated in loss prevention measures and Cash Office functions- Achieved credit goals

Roswell, Ga

- Managed team of 5 & organizational functions related to the administrative operations of company- Reviewed operational processes for increased efficiency- Reorganized staff responsibilities, reducing administrative personnel needs by 50% - Updated & maintained standard office documents and procedural documents- Maintained employment application forms for external candidates- Reorganized central storage of documents, allowing for email or web access- Reduced costs associated with interview packet assembly, mailing and time for interview process- Negotiated purchase & maintenance of equipment: computers, printers, copiers, fax & telecommunications- Maximized office supplies & printing cost savings through the evaluation of purchasing processes- Controlled inventory levels for additional cost control- Event management of Healthcare Continuing Education programs such as CPR Re-Certification and OSHA updates- Oversaw and managed computer networking, server use and security- Configured server and PC's with appropriate user access and database rights- Trained users on computer, telephone and database usage- Collaborated with developers to convert QSS recruiting database to eEmpACT recruiting database- Analyzed and documented functional requirements through interviews and departmental meetings- Developed new processes for existing database functions and to incorporate new opportunities- Maintained and adjusted timeline on project, and documented new processes for the database

Norcross, Ga

SYSTEM ADMINISTRATOR OF CRM (CLIENT RELATIONSHIP MANAGEMENT) DATABASE- Collaborated with developers to convert sales & marketing database to Telemagic database- Administration of sales and marketing’s Lead Prospect, CRM and Sales Management database- Supported 50+ Field Sales Representatives across the country and overseas- Supported in-house Marketing and Telemarketing teams