Jessica Kirkwood
Ackerman
Summary
Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Willing To obtain a challenging position with an established company in which I can grow and utilize my experience while advancing and expanding my knowledge in a professional environment.
Overview
12
12
years of professional experience
Work History
Customer Experience Appeal Specialist
Conduent
06.2025 - 03.2026
- Communicated clearly with clients to gather necessary information for appeals.
- Developed training materials for new staff on appeals processes and procedures.
- Managed multiple cases simultaneously while maintaining detailed documentation.
- Advised customers on best practices for submitting complete documentation along with their appeal requests.
- Analyzed insurance documents to determine if further information was needed in order to process appeals.
- Worked closely with internal teams staff in order to facilitate successful resolution of appealed claims.
Customer Experience Healthcare Associate II
Conduent
01.2024 - 06.2025
- Assisted patients with prescription orders
- Perform task based on product procedures
- Logged notes via salesforce
- Utilized Data Entry
- Collaborated with healthcare teams to streamline patient intake processes.
- Managed patient records using electronic health record systems efficiently.
- Maintained compliance with healthcare regulations and company policies consistently.
- Conducted follow-up calls to ensure patient satisfaction and address concerns promptly.
Healthcare Engagement Specialist
Carenet-Molina
02.2022 - 01.2024
- Outbound/Inbound Calls via Salesforce
- Complete Health Assessments
- Logging Notes via Salesforce
- Utilized Genesy Cloud
- Facilitated communication between clients and healthcare providers.
- Developed engagement strategies to enhance patient experiences.
- Managed patient inquiries and resolved concerns effectively.
Enrollment Specialist
K12 Stride Ranstad
06.2022 - 08.2023
- Assisted students in admissions and documentations
- Processed welcome emails
- Facilitated student enrollment processes for online education programs.
- Guided families through registration and enrollment requirements effectively.
- Addressed inquiries from parents regarding program options and enrollment steps.
Technical Support
Kelly Services
06.2021 - 12.2021
- Logging Calls via Core
- Consult & Transferring
- Provided technical support and troubleshooting assistance for customers.
- Documented customer interactions and resolutions in the support ticketing system.
- Maintained knowledge of product updates and new technologies for accurate support.
- Resolved hardware and software issues using remote access tools during support sessions.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Ensured compliance with company policies and procedures regarding technical support operations.
Seasonal Associate
Amazon Fulfillment Center
07.2020 - 10.2020
- Unloading Truck Inbound/Outbound
- Processed customer orders efficiently within the fulfillment center.
- Operated material handling equipment to ensure timely product movement.
- Maintained inventory accuracy through regular cycle counts and audits.
- Collaborated with team members to meet daily operational goals.
- Adhered to safety protocols while handling products and equipment.
- Trained new associates on warehouse procedures and best practices.
- Assisted in packaging and labeling products for shipment readiness.
- Monitored workstation cleanliness to uphold operational standards.
- Built relationships with customers by providing friendly customer service.
Shift Supervisor
Army & Air Force Px Exchange (AAFES)
02.2019 - 05.2020
- Supervised daily operations to ensure efficient service delivery and customer satisfaction.
- Trained and mentored staff on operational procedures and safety protocols.
- Managed inventory levels to maintain stock availability for customers.
- Provided on-the-job training to new staff members.
- Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
- Completed opening and closing duties to facilitate business operations.
- Monitored staff performance to ensure quality standards were met.
- Ensured all safety and sanitation regulations were met throughout the shift.
- Reviewed employee time sheets for accuracy prior to submitting them for payroll processing.
- Monitored security and enforced loss prevention strategies during shift.
Customer Service Representative
SITEL
05.2017 - 02.2019
- Logged data on an Excel Spreadsheet
- Assisted customers with inquiries and resolved issues effectively.
- Handled escalated complaints with professionalism and empathy.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Library Aid Assistant
Choctaw County High School
08.2014 - 05.2015
- Assist students checking out books.
- Sorting and Shelving books.
- Assisted Librarian daily.
- Collaborated with staff to develop educational materials for classroom use.
- Greeted visitors, clients and guests in a professional manner.
- Entered data into databases accurately and efficiently.
- Answered incoming calls, responded to emails, faxes and other inquiries from customers and vendors.
Education
Diploma -
Choctaw County High School
Ackerman, MississippiAssociates of Arts - Pre-Nursing
East Mississippi Community College
Scooba, MississippiSkills
- Microsoft Office
- Multi-line phone
- Typing (55 wpm)
- Customer Service
- Spreadsheet Analysis
- Data Entry
- Payroll processing
- Filing
- Fax
- Scanner
References
Available upon request
Awards And Acknowledgements
- Academic Honor Roll-3.5 GPA
- Member of Beta Club
- Member of National Honor Society -2015-2017
- Certificate High honors in Mathematics
- Certificate High honors in Accelerated English
Timeline
Customer Experience Appeal Specialist
Conduent
06.2025 - 03.2026
Customer Experience Healthcare Associate II
Conduent
01.2024 - 06.2025
Enrollment Specialist
K12 Stride Ranstad
06.2022 - 08.2023
Healthcare Engagement Specialist
Carenet-Molina
02.2022 - 01.2024
Technical Support
Kelly Services
06.2021 - 12.2021
Seasonal Associate
Amazon Fulfillment Center
07.2020 - 10.2020
Shift Supervisor
Army & Air Force Px Exchange (AAFES)
02.2019 - 05.2020
Customer Service Representative
SITEL
05.2017 - 02.2019
Library Aid Assistant
Choctaw County High School
08.2014 - 05.2015
Diploma -
Choctaw County High School
Associates of Arts - Pre-Nursing
East Mississippi Community College