Tosca N. Jackson
Merrillville,IN
Summary
Experienced with client support, effectively addressing and resolving client issues. Utilizes strong communication skills to provide clear and helpful assistance. Track record of maintaining high customer satisfaction and building solid client relationships.
Overview
17
17
years of professional experience
Work History
Client Support Specialist
CareSource
Remote
11.2025 - 04.2026
- Screened patients for eligibility of State and Federal programs
- Identified all areas of patients’ needs and assist them with an application for the appropriate State or Federal agency for assistance
- Initiated the application process
- Advised patients of the appropriate assistance program to best suit their individual needs
- Advised patients of program time limitations and ensure that all deadlines are met
- Completed all necessary steps in locating patients and involving the outside field staff when necessary
- Obtained all necessary information from patients upon the initial contact when possible
- Recorded thorough and accurate documentation on patient accounts
- Maintained a positive relationship with patients throughout the entire application process
- Developed and maintained comprehensive knowledge of CareSource services and policies.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
Reservation & Sales Specialist
Globus Family of Brands DBA Avalon/Cosmos/Globus
Remote
07.2024 - 10.2025
- Handled inbound, outbound calls, and emails to assist with flight and tour reservations, changes, and schedule adjustments
- Sold airline tickets, river cruises, and tour packages. Upsold products and provided excellent customer service to meet client needs.
- Communicated effectively with clients, airline sales support desks, and internal teams to resolve issues and ensure smooth travel experiences
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Analyzed booking trends to identify opportunities for upselling additional services and enhancing revenue streams.
Contact Center Specialist
Advocate Aurora Health
Remote
08.2022 - 05.2024
- Responsible for fielding and resolving the standard telephone calls and other contact methods in the Advocate Patient Contact Center
- Expectations of this role include providing exceptional customer service, treating all callers with dignity and respect, striving to anticipate and meet the needs of Advocate patients, and working collaboratively with other contact center staff to achieve quality and performance standards.
- Responsibilities include registration, scheduling appointments via EPIC, medication refills, and insurance verification.
- Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
- Collaborated with healthcare teams to coordinate patient needs and enhance service delivery.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
Benefits Administrator
CVS Caremark Pharmacy
Remote
12.2020 - 07.2022
- Assisted members with their commercial, Medicare/Medicaid pharmacy benefit plans.
- Answered inquiries regarding prescription insurance, claims, medication coverage, and mail-order prescriptions.
- Assisting members with understanding their coverage and options.
- Submitted prior authorizations via Cover My Meds for non-formulary RX
- Placed orders for medication refills via mail-order
- Submitted new prescription requests to the provider's office.
- Website assistance. Phone, chat, and e-mail.
- HIPAA Privacy Rules and Regulations
- Insurance verification
- Familiar with HSA, Deductibles, Co-pays, Co-insurance, and FSA
- Epic
Customer Care Specialist
Williams-Sonoma
Las Vegas, NV
10.2019 - 06.2020
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.
- I communicated with customers via phone, chat, or e-mail regarding concerns with products or services to resolve problems and drive sales.
- Coordinated timely responses to e-mail/chat
- Researched complex issues. replacements, refunds, delivery status and back order inquiries, problem resolution, and any other issues, specializing in first-call resolution
- Defused customer concerns with exceptional conflict and problem-resolution skills.
- Provided customers with detailed information about company products.
- Customer Service Agent of the Year Award 2020
Tech Support Representative
Asurion
Las Vegas, NV
08.2018 - 10.2019
- Assisted customers with a variety of technical support needs for total home setup within a complex network of connected devices while providing education and device optimization suggestions for mobile devices, tablets, computers, laptops, Smart TVs, home entertainment or theatre systems, gaming systems, vehicles, home energy and security systems and/or other consumer electronics.
- Scheduled in-store or in-home tech visits
- Resolved technical issues through troubleshooting and diagnostic tools
- Documented support interactions in ticketing system for future reference
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Account Manager
Indianapolis Power & Light Company
Indianapolis, IN
07.2009 - 07.2018
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Exceeded sales goals and market competitions through effective negotiation of product and material pricing, freight and delivery rates and employee payment terms.
- Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
- Assisted customer with connection and disconnection of services
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
Education
Bachelor of Science -
Purdue University
West Lafayette, INSkills
- Communication: Verbal and written clarity, active listening, and presentation skills
- Teamwork & Collaboration: Interpersonal skills, conflict resolution, and stakeholder management
- Problem-Solving: Critical thinking, troubleshooting, and decision-making
- Adaptability: Flexibility, resilience, and tolerance of change
- Leadership: Mentoring, delegation, and project management
- Work Ethic: Time management, organization, and attention
Timeline
Client Support Specialist
CareSource
11.2025 - 04.2026
Reservation & Sales Specialist
Globus Family of Brands DBA Avalon/Cosmos/Globus
07.2024 - 10.2025
Contact Center Specialist
Advocate Aurora Health
08.2022 - 05.2024
Benefits Administrator
CVS Caremark Pharmacy
12.2020 - 07.2022
Customer Care Specialist
Williams-Sonoma
10.2019 - 06.2020
Tech Support Representative
Asurion
08.2018 - 10.2019
Account Manager
Indianapolis Power & Light Company
07.2009 - 07.2018
Bachelor of Science -
Purdue University