Jessica Randall has over 10 years of experience in customer service, technical support, and insurance verification roles. She has a Master's degree in Industrial Organizational Psychology from the University of Phoenix and currently works as a Field Support Specialist for ADT Security, where she provides technical support to customers and field technicians. Previously, she held roles as a Technical Support Specialist and Insurance Verification Specialist, assisting customers and processing insurance claims.

1. Jessica Randall
Education
2014-Present, Master’s degree in Industrial Organizational Psychology, University of Phoenix,
2010-2013, Bachelor of Science in Psychology Degree, University of Phoenix,
2009-2010, Associate’s Degree in Liberal Arts, Trinity Valley Community College
2007-2008, Medical Assisting Diploma, Remington College-Dallas Campus
2001-2004, High School Diploma, Skyline High School-Dallas, TX
Experience:
July 2016- Current, Field Support Specialist
ADT Security, Irving, TX
-Field Support
• Inbound call center environment
• Download radio and alarm panel programming information into new/existing accounts in
response to telephone requests.
• Process requests for multiple vendor applications customized by install configuration.
• Complete data entry associated with downloading, including confirmation of test signals.
• Provide real-time installation quotes to field technicians and limited technical support to
customers. Enter order information into the system for technician upsells and process
payments as applicable.
• Troubleshoot system functionality related to radio registrations and panel programming in
response to failed confirmation requests.
• Process data changes received via mail, fax, phone or internal ticket on Informix and
MasterMind.
• Support false alarm research and damage claims, as well as provide support for other data
cleanup projects.
• Other projects as assigned

2. July 2015-July 2016, Technical Support Specialist
ADT Security, Irving, TX
-Technical Support
• Inbound call center environment
• Walking customers through basic trouble shooting with alarm system issues based off model.
• Scheduling jobs, creating actions and changing personal data
• Speaking with authorities’ dispatch center to report alarms.
• Updating and managing accounts
• Explain policies and procedures of handling alarms
• Authority to waive fees; service job fees and other services given by better judgment.
January 2013-July 2015, Insurance Verification Specialist
Health Management Systems, Irving, TX
-Insurance Verifications
• Verified insurance for members, ex Medicaid, BCBS, Aetna, UHC etc. by using online
systems and calling carriers via phone.
-Subrogation claims:
• Interacted with attorneys by gathering more information to accurately value medical claims
from clients
• Interacted with clients by giving current updates on case.
• case work
• Asset research was done for state recovery
-Eligibility operations:
• Case work: maintain cases and answering incoming calls from members in regards to their
payments from the state for their medical insurance reimbursements.
• Link, scan, fax, and email docs needed to add to maintain and value cases based on the
category of aid of the individual or family.
• Insurance Verification for members and the state updates in order to start or stop payments
• Recovery from wrongful disbursement of checks
July 2011-December 2011 Insurance Verification
Aegis Communications, Irving, TX
• Cross-Selling
• Verifying insurance
• Looking up pharmacy information and tiers
• Assisting customers by incoming calls to maintain and inform member’s case status.
January 2011-July 2011 Customer Service Representative

3. PFS WEB, Plano, TX
• Call center environment,
• Received incoming calls from members to order items from Home Depot website. Informed
them of any questions or concerns regarding the Home Depot website or their account and
items being tracked and shipped.
• Assisted with refunds and exchanges
• Assisted with online and in store purchases (over the phone with store manager)
• Cross selling of products
• Periodically did trouble-shooting for equipment
February 2009-October 2010 Lock Box
Regales, Dallas, TX
• Sorted and processed payments from various clients (City of Dallas, T-Mobile, ATT,
Citibank, TXU, AMEX and etc.)
• While operating a 50/51 machine and batching.
• Handled cash, checks, money orders, traveler’s checks etc.
• Trained new-hires
March 2007-November 2008 Packer; Shipping and Receiving
Gulf South Medical Supply Company, Mesquite, TX
• Production based floor packaged clients orders by using an RF scan gun to verify in the
system packed into boxes to be shipped off.
• Printed up BOL labels for freight to be shipped.
• Completed cycle counts for inventory and trained new hires.
• Operated cherry pickers and pallet jacks.
• Dealt with some customers face to face that were local and picked up their orders from
warehouse directly.