Summary
Overview
Work History
Education
Skills
Timeline
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Jacinda Hampton

Rantoul,IL

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

17
17
years of professional experience

Work History

Travel Consultant

ARCHER TRAVEL SERVICE, INC
04.2022 - Current
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Organized trips for individual, family and business travelers.
  • Handled sensitive information with professionalism and discretion.
  • Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
  • Exceeded customer service satisfaction standards by understanding and anticipating clients' expectations.
  • Kept abreast of all airline rules, regulatory requirements and industry standards when scheduling travel arrangements.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Increased sales by 10%
  • Followed up with customers to increase customer service with travel plans.
  • Updated and maintained customer databases to increase customer retention.

Customer Service Support Agent/IT Support Specialist

Accenture Flex
09.2022 - 07.2023
  • Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Monitored system performance to identify potential issues.
  • Installed, configured and maintained computer systems and network connections.
  • Researched and identified solutions to technical problems.
  • Managed over 100 customer calls per day.

Customer Care Representative

LaSalle Network, RBS
07.2022 - 09.2022
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Navigated multiple computer systems and applications to find information.
  • Communicated with clients regarding account services, statements, and balances.
  • Logged call information and solutions provided into internal database.
  • Maintained and managed customer files and databases.
  • Analyzed customer feedback for process improvements to achieve long-term business objectives.
  • Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded proactively and positively to rapid change.
  • Increased sales by 10%

Fraud Specialist

Insight Global
03.2021 - 04.2022
  • Made outbound calls to follow up with fraud regarding unemployment claimants.
  • Utilizing spreadsheets with information needed in order to complete assignments.
  • Solely calling claimants regarding identity theft.
  • Searching claimant in system by personal information they've provided such as(name, phone number, last 4 of social, etc.) Made recommendations to contact credit agencies or other platforms to assist them in their identity fraud.
  • Utilizing script to work off.
  • Help callers change password to IDES account.
  • Sending 1099G tax forms by email to claimants if needed.
  • Followed all job rules and regulations by keeping all claimant information confidential.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Produced detailed reports of fraud investigations and presented findings to senior management.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.

Customer Service Representative

Family Dollar
01.2015 - 02.2022
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Greeted customers entering store and responded promptly to customer needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Helped customers complete purchases, locate items, and join reward programs.
  • Restocked and organized merchandise in front lanes.
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
  • Stocked, tagged and displayed merchandise as required.
  • Assisted customers with returns, refunds and resolving transaction issues.
  • Answered questions about store policies and addressed customer concerns.
  • Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
  • Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
  • Lifted up to 20 pounds at once and used forklift to move heavier loads.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Front Desk Security Dispatcher

Yale Security Enforcement
12.2013 - 01.2015
  • Record and maintain files and records of expenses, work services performed, charges, inventory, customer requests and other dispatch information.
  • Responded quickly to emergency situations to assess and deflect issues.
  • Monitored CCTV cameras and alarm systems for security breaches.
  • Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
  • Advised about traffic problems like accidents weather conditions, construction areas and other types of hazards.
  • Responding to emergency and non emergency calls.
  • Secured premises and personnel by patrolling property and monitoring surveillance equipment.
  • Operated handheld metal detector and other surveillance devices to screen individuals entering facility.
  • Inspected and adjusted security systems, equipment and machinery to maximize coverage of parking lots and building interior and exterior.
  • Wrote detailed reports of all security breaches and investigations.
  • Worked independently and collaboratively to resolve urgent issues to protect lives and property.
  • Communicated with security team and building supervisors using two-way radios, mobile phones and other technological devices.
  • Checked all guest in and out with proper identification.
  • Gathered information, identified, and implemented resolution, planned follow-up and logged and filed incident report to successfully manage complaints.
  • Successfully checked in 150 clients per day.

Client Advisor

Gucci
01.2010 - 12.2013
  • Consistently achieve or exceed monthly and seasonal individual and store sales goals, enhancing and developing business.
  • Provided exceptional customer service experience by exceeding client expectations, demonstrating excellent knowledge of products as well as Gucci history and heritage in accordance with Gucci selling ceremony.
  • Drive and exceed individual KPI goals by ensuring the highest level of customer service and quality of sales.
  • Capture meaningful customer data according to company tools (CRM), for the purpose of connecting with client, building relationships, and personalizing future client development opportunities.
  • Maintain active, accurate, neat and organized client book, contacting clients regularly and providing appropriate follow-up on all sales or client requests.
  • Ability to discuss with clients and give advice on general trends in the fashion world and developments in luxury market, showing passion for fashion and luxury products.
  • Work as team player and partner with fellow colleagues, foster open and constructive communication to ensure consistent and exceptional experience, and contribute to positive working environment.
  • Maintain security standards within store to ensure safety of customers, colleagues, and merchandise.
  • Contribute to upholding visual display of all products in accordance with Gucci visual standards.
  • Maintain neat and organized under stock and stock room.
  • Contribute to daily operations of store by maintaining neat and organized under stock and stock room.
  • Adhere to Gucci image standards and guidelines.
  • Follow all company policies and procedures.
  • Achieved 100% client retention rate.

Call Center Agent

Cato
06.2006 - 01.2010
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Received multiple positive reviews acknowledging dedication to excellent customer service.
  • Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies.
  • Inform clients by explaining procedures, answering questions, providing information
  • Maintain communication equipment by reporting problems.
  • Maintain and improve quality results by adhering to standards and guidelines, recommend improved procedures.
  • Accomplish sales and organization mission by completing related results as needed.
  • Reached out to customers after completed sales to suggest additional service or product purchases.
  • Processed debit and credit card and electronic check payments.
  • Collaborated with shipping team to track shipments, verify orders and handle product returns.
  • Implemented CSR script to be used for new customers that increased efficiency by 20%.

Education

Associate's degree - Surgical Technology

Malcom X College
Chicago, IL
06.2028

High School Diploma - Cell Biology

Pathways In Education
Chicago, IL
05.2006

Skills

  • Troubleshooting Network Issues
  • Client Rapport-Building
  • Friendly and Patient
  • Microsoft Excel
  • Resolve Technical Problems
  • Customer Communication and Empathy
  • Creative Issue Resolution
  • Customer Implementation Support
  • Correcting Discrepancies
  • Organizational Skills
  • Client Satisfaction
  • Team Goals
  • Information Updates
  • Service Team Support
  • Efficient Service
  • Performance Goals
  • Knowledge Base
  • Product Availability
  • Service Quality
  • Revenue Generation
  • Efficient Sales Transactions
  • Tracking and Documentation
  • Company Branding

Timeline

Customer Service Support Agent/IT Support Specialist

Accenture Flex
09.2022 - 07.2023

Customer Care Representative

LaSalle Network, RBS
07.2022 - 09.2022

Travel Consultant

ARCHER TRAVEL SERVICE, INC
04.2022 - Current

Fraud Specialist

Insight Global
03.2021 - 04.2022

Customer Service Representative

Family Dollar
01.2015 - 02.2022

Front Desk Security Dispatcher

Yale Security Enforcement
12.2013 - 01.2015

Client Advisor

Gucci
01.2010 - 12.2013

Call Center Agent

Cato
06.2006 - 01.2010

Associate's degree - Surgical Technology

Malcom X College

High School Diploma - Cell Biology

Pathways In Education

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Jacinda Hampton