Jakesia Thomas
Memphis
Summary
Customer-focused and results-driven professional with over 10 years of experience in customer service, healthcare scheduling, and full-cycle recruiting across high-volume and remote environments. Proficient in managing inbound/outbound communications, supporting patient care, and recruiting top talent across diverse industries. Skilled in CRM and ATS platforms, maintaining HIPAA compliance, resolving escalated issues, and driving customer and candidate satisfaction. Adept at using Salesforce, Microsoft Office Suite, and virtual collaboration tools.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Conduent
01.2021 - Current
- Deliver high-quality support in a remote, high-volume call center environment focused on identity protection.
- Manage inbound/outbound interactions, resolve escalations, and ensure SLA compliance.
- Utilize consultative sales techniques to explain services and guide customer decisions.
- Process payments, refunds, and updates with precision and confidentiality.
- Maintain real-time documentation in Salesforce and internal CRMs.
- Surpass KPIs in quality, adherence, and customer satisfaction.
Recruiter
Labor Staffing Inc.
Memphis
01.2019 - 12.2021
- Managed full-cycle recruiting for roles across logistics, hospitality, and admin sectors.
- Promoted roles via ATS platforms, job boards, and social media outreach.
- Collaborated with hiring managers on job requisitions and candidate fit.
- Coordinated E-Verify, background checks, and onboarding (I-9, drug screens).
- Represented company at career fairs and tracked recruitment metrics for process improvements.
Patient Scheduling Specialist
Capgemini
01.2016 - 12.2019
- Scheduled and confirmed patient appointments; performed insurance verifications.
- Addressed billing, scheduling, and service questions to enhance satisfaction.
- Maintained HIPAA-compliant documentation and collaborated with finance teams.
- Supported patient care continuity with follow-up appointment coordination.
- Helped streamline patient intake, check-in/check-out, and documentation processes.
Education
Certificate - Human Resources Management
Strayer University
05.2025
Skills
- Salesforce
- Proprietary Systems
- Taleo
- ICIMS
- Workday
- Microsoft Office
- Zoom
- Microsoft Teams
- Typing Speed: 40 WPM
- Windows 11 OS
- Chrome
- Firefox
- IE
- Strong Verbal & Written Communication
- Problem-Solving
- Multitasking
Timeline
Customer Service Representative
Conduent
01.2021 - Current
Recruiter
Labor Staffing Inc.
01.2019 - 12.2021
Patient Scheduling Specialist
Capgemini
01.2016 - 12.2019
Certificate - Human Resources Management
Strayer University