Summary

Overview

Work History

Education

Skills

Personal Information

Military Service

Timeline

Jacquelyn Lang

Lithonia

Summary

Passionate about helping people and solving problems, with over 15 years of experience in customer support, IT help desk, and technical troubleshooting across finance, healthcare, tech, and content creation industries. Thrives in fast-paced and remote environments, excelling at collaborating with teams to resolve complex issues, enhance workflows, and deliver seamless user experiences. Proficient in Zendesk, Salesforce, Jira, Looker, ServiceNow, and Active Directory, approaches every challenge with technical expertise, patience, and a customer-centric mindset. U.S. Army veteran (E-4) known for strong work ethic, resilience, and community involvement, brings adaptability, integrity, and collaboration to all endeavors. Whether troubleshooting system issues or guiding creators through platform challenges, ultimate goal remains consistent – to humanize technology and ensure effortless support.

Overview

years of professional experience

Work History

Creator Support Specialist

Patreon

06.2023 - Current

Product Expertise: Gain comprehensive knowledge of Patreon's platform
Internal Escalations: Address complex inquiries related to Tax, Legal, Payments, and cross-functional issues affecting member experience
Collaborative Problem-Solving: Engage with cross-functional teams to resolve edge cases and escalated tickets
Continuous Improvement: Identify and enhance underdeveloped areas within Escalated Support
Crisis Management: Manage a range of escalated situations

Help Desk Specialist

Wells Fargo

04.2022 - 04.2023

The Help Desk Specialist is to support the internal employees of Wells Fargo via inbound phone calls
Trained on the internal tools, systems, processes and will be responsible for managing a ticketing queue and helping troubleshoot issues that the employees are experiencing
Assisting with password resets, server issues, VPN/connection issues, outlook, specific application issues, etc

Advanced Technical Support Specialist

CustomerHD

02.2017 - 03.2022

Provides amazing email and phone support to customers via an internal ticketing system (Zendesk)
Resolving questions, bugs, feedback, and general inquiries
Completing administrative tasks (emails, checking daily announcements, training, etc.)
Use app demo environments, troubleshooting tools, help center, team communication channels, and internal documentation systems to find the quality answer for a wide range of users
Maintains a standard level of excellence in regards to response times, resolution times, and the quality of the customer support experience
Utilizes internal tools to manage issues between Customer Support, Customer Success, Product, and Engineering (Sales Force, Looker)

Medicare D Prior Authorization Specialist

Conduent Business Services, LLC (Formerly Xerox)

01.2008 - 01.2018

As a Prior Authorization Specialist, I was the initial point of contact for Prior Authorization requests from members, providers and pharmacies
Made determinations if a complex request should be transferred to a technician or pharmacist for assistance
Additionally, they are responsible for maintaining complete, timely, and accurate documentation of all approvals and denials
Follow prior authorization work flow policies and procedures using a clinical database to make authorization determination
Collaborate with other departments to assist in obtaining prior authorizations
Review accuracy and completeness of information requested and ensure that all supporting documents are present
Receive requests for prior authorizations and ensure that they are properly and closely monitored
Process referrals and submit clinical supporting documentation to expedite prior authorization processes
Manage correspondence with insurance companies, clinicians and patients as required
Document all prior authorization information including approval dates, prior authorization number in hospital system
Proactively work on prior authorizations that are timely
Secure patients' demographics and medical information by ensuring that all procedures are in sync with HIPAA compliance and regulation
Advise providers and their clinical staff when issues arise relating to obtaining prior authorization
Stay informed and research information regarding insurance criteria changes/updates for prior authorization

Education

No Degree - Pharmacy Technician

Florida Gulf Coast University

Fort Myers, FL

05-2012

High school diploma -

Garner, NC

01.2004