Summary
Overview
Work History
Education
Skills
Timeline
Industry Experience
Generic
Jacinda Key

Jacinda Key

Customer Service
Upper Marlboro,MD

Summary

Detail-oriented team player with strong organizational skills. Has the ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Seeking to maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

19
19
years of professional experience

Work History

Homemaker

Self
04.2018 - Current
  • Developed and maintained positive relationships with clients and families to support comprehensive care.
  • Entrusted to handle confidential and sensitive situations in professional matter.
  • Liaised with key accounts to deliver targeted administrative household support.
  • Developed and implemented activities to improve clients' quality of life.
  • Completed household tasks by assisting with laundry, light housekeeping and grocery shopping.
  • Addressed client household needs with meal preparation, housekeeping and transportation.
  • Facilitated transportation to and from appointments.
  • Handled incoming mail, bills and invoices and completed appropriate actions.
  • Helped clients to maintain independence and quality of life.
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Provided staff coaching, mentoring, and consultation to enhance performance and professional development.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Encouraged clients to take part in activities tailored to individual needs.
  • Fostered client safety by providing supervision and mobility assistance.
  • Administered medications and monitored client reactions for contraindications.
  • Supported client dignity and independence, by assisting with bathing, dressing and grooming.
  • Identified needs and coordinated plans for travel and out-of-town functions.
  • Maintained entire family's schedule and organized events.
  • Coordinated appointments with medical professionals.
  • Provided companionship and emotional support to enhance mood and quality of life.

Client Engagement Specialist

First Data
11.2016 - 04.2018
    • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
    • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
    • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
    • Partnered with service team members to identify risks, resource allocation requirements and needs for project success.
    • Investigated and resolved accounting, service and delivery concerns.
    • Met customer call guidelines for service levels, handle time and productivity.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Identified opportunities for account growth based on knowledge of market trends and competition.
    • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
    • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
    • Responded proactively and positively to rapid change.
    • Promoted available products and services to customers during service, account management, and order calls.
    • Resolved product or service problems by clarifying customer's complaint and determining root causes.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Reached out to customers after completed sales to suggest additional service or product purchases.
    • Trained new personnel regarding company operations, policies and services.
    • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
    • Maintained up-to-date knowledge of product and service changes.
    • Used LexisNexis and other company trained software programs to prepare, maintain and distribute client status reports.
    • Cross-trained and provided backup support for organizational leadership.
    • Delivered prompt service to prioritize customer needs.
    • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
    • Maintained client list and performed outreach calls, consistently meeting expectations of 50 to 60 calls per day

Fraud Prevention Representative

Citicorp Credit Services
05.2014 - 12.2015
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Developed and maintained courteous and effective working relationships.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Self-motivated, with strong sense of personal responsibility.
  • Exercised leadership capabilities by successfully motivating and inspiring others.
  • Resolved problems, improved operations and provided exceptional service.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts

Customer Service Representative

Wells Fargo Home Mortgage
11.2011 - 03.2014
    • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
    • Handled customer inquiries and suggestions courteously and professionally.
    • Delivered prompt service to prioritize customer needs.
    • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
    • Met customer call guidelines for service levels, handle time and productivity.
    • Participated in team meetings and training sessions to stay informed about product updates and changes.
    • Educated customers about billing, payment processing and support policies and procedures.
    • Resolved associate, tool and service delivery issues revealed by statistical reports.
    • Answered constant flow of customer calls with minimal wait times.
    • Created and maintained detailed database to develop promotional sales.
    • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
    • Implemented and developed customer service training processes.
    • Promptly responded to inquiries and requests from prospective customers.
    • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
    • Managed timely and effective replacement of damaged or missing products.
    • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
    • Increased efficiency and team productivity by promoting operational best practices.
    • Exhibited high energy and professionalism when dealing with clients and staff.
    • Cross-trained and backed up other customer service managers.
    • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
    • Investigated and resolved customer inquiries and complaints quickly.
    • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
    • Responded to customer requests for products, services, and company information.
    • Investigated and resolved accounting, service and delivery concerns.
    • Developed and updated databases to handle customer data.
    • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
    • Sought ways to improve processes and services provided.
    • Answered customer telephone calls promptly to avoid on-hold wait times.
    • Provided primary customer support to internal and external customers

Mail Clerk

Genworth Mortgage Insurance
05.2009 - 09.2011
    • Upsold postal services like insurance and tracking.
    • Checked parcels were securely sealed to eliminate losses.
    • Labeled packages with clear, correct information to reduce mailing errors.
    • Updated and maintained mailing lists and customer records.
    • Assisted with implementing new mailroom systems and training staff to improve operations.
    • Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
    • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
    • Maintained accurate records of incoming and outgoing mail for reliable reference.
    • Weighed letters and packages and calculated costs based on classification, weight, and destination.
    • Tracked outgoing mail to provide accurate customer updates.
    • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
    • Operated postage meters, mail sealers and labeling machines.
    • Maintained mailroom supply inventories, purchase orders and vendor supplies.
    • Operated postal machines, including postage meters and mail-processing machines.
    • Coordinated mail delivery, pick-up and tracking for smooth dispatch operations.
    • Processed and organized incoming mail for distribution to appropriate departments.
    • Advised on post office services such as collection times, delivery options and product prices.
    • Created and distributed shipment invoices to maintain accurate account balances.

Mail Clerk

Kelly Services, Genworth
09.2008 - 11.2008
    • Upsold postal services like insurance and tracking.
    • Checked parcels were securely sealed to eliminate losses.
    • Labeled packages with clear, correct information to reduce mailing errors.
    • Updated and maintained mailing lists and customer records.
    • Sorted and placed mail into mailboxes and post office boxes with high levels of accuracy.
    • Weighed letters and packages and calculated costs based on classification, weight, and destination.
    • Maintained accurate records of incoming and outgoing mail for reliable reference.
    • Tracked outgoing mail to provide accurate customer updates.
    • Loaded letters onto processing equipment, removed non-processable letters and maintained continuous sorting feed.
    • Operated postage meters, mail sealers and labeling machines.
    • Maintained mailroom supply inventories, purchase orders and vendor supplies.
    • Operated postal machines, including postage meters and mail-processing machines.
    • Coordinated mail delivery, pick-up and tracking for smooth dispatch operations.
    • Processed and organized incoming mail for distribution to appropriate departments.
    • Advised on post office services such as collection times, delivery options and product prices.
    • Created and distributed shipment invoices to maintain accurate account balances.
    • Released registered and special delivery letters and packages to designated recipients and obtained signatures for release.
    • Assisted with implementing new mailroom systems and training staff to improve operations.
    • Updated mailing lists with current addresses and contact information for smooth customer communications.

Inventory Specialist

RGIS Inventory Services
07.2008 - 08.2008
  • Filled shortages in available goods by requisitioning merchandise from suppliers based on space, demand and current pricing.
  • Used appropriately sized boxes to pack products with care, minimizing shifting and damage during transport.
  • Developed materials to educate staff on proper inventory management techniques.
  • Analyzed inventory trends to identify and prepare for potential issues and discrepancies.

Cashier

Walmart
02.2008 - 06.2008
    • Used POS system to enter orders, process payments and issue receipts.
    • Greeted customers entering store and responded promptly to customer needs.
    • Processed refunds and exchanges in accordance with company policy.
    • Welcomed customers and helped determine their needs.
    • Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
    • Handled cash with high accuracy and took care to check bills for fraud.
    • Helped customers complete purchases, locate items, and join reward programs.

Fraud Prevention Specialist

Citi Corp Credit Services Inc USA
08.2007 - 12.2007
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Summarized all key information regarding investigation into detailed report for delivery to client.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Reviewed transactions and receipts to identify any suspicious activity.
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Learned and adapted quickly to new technology and software applications.
  • Demonstrated high level of initiative and creativity while tackling difficult tasks.

Assistant Manager

Dollar General
03.2007 - 08.2007
  • Identified and communicated customer needs to supply chain capacity and quality teams.
  • Monitored security to protect employees, customers and property.
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Defined clear targets and objectives and communicated to other team members.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Customer Service Cashier

Walmart
10.2006 - 03.2007
    • Utilized various software applications to process customer orders.
    • Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
    • Handled cash with high accuracy and took care to check bills for fraud.
    • Set up new sales displays each week with fresh merchandise.
    • Used POS system to enter orders, process payments and issue receipts.
    • Monitored self-checkout systems and provided help in resolving complex problems.
    • Responded promptly to requests for assistance, spills and customer inquiries.
    • Maintained awareness of surroundings and secured cash to minimize loss potential.
    • Helped customers navigate applications and in-store technology to deliver best-in-class experiences.
    • Maintained current knowledge of store promotions and highlighted sales to customers.
    • Utilized POS system to handle customer cash and credit card transactions.
    • Learned duties for various positions and provided backup at key times.
    • Resolved customer complaints and maintained clean and tidy checkout area.
    • Met customer service goals and exceeded customer expectations.
    • Maintained customer satisfaction with quick and professional handling of product returns.
    • Redeemed coupons to discount purchases.
    • Performed cash, card and check transactions to complete customer purchases.
    • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
    • Processed refunds and exchanges in accordance with company policy
    • Maintained customer satisfaction with quick and professional handling of product returns

Education

Bachelor of Science - Music Business

Full Sail University
Winter Park, FL
05.2023

Master of Arts - Public Relations

Full Sail University
Winter Park, FL
11-2024

Skills

  • Company Guidelines
  • Positive Rapport-Building
  • Handling Procedures
  • Schedule Appointments
  • General Housekeeping
  • Patient Information
  • Transportation and Errands
  • Housekeeping Duties
  • Task Management
  • Budgeting and Allocation
  • Presentations and Demonstrations
  • Client Requirements
  • Clerical Support
  • Good Telephone Etiquette
  • Cultural Awareness
  • Excellent Communication
  • Critical Thinking
  • Attention to Detail
  • Google Workspace
  • Active Listening
  • Self-Motivated
  • Flexible and Adaptable
  • Data Entry
  • Analytical and Critical Thinking
  • Problem-Solving
  • Interpersonal Communication
  • Teamwork and Collaboration

Timeline

Homemaker

Self
04.2018 - Current

Client Engagement Specialist

First Data
11.2016 - 04.2018

Fraud Prevention Representative

Citicorp Credit Services
05.2014 - 12.2015

Customer Service Representative

Wells Fargo Home Mortgage
11.2011 - 03.2014

Mail Clerk

Genworth Mortgage Insurance
05.2009 - 09.2011

Mail Clerk

Kelly Services, Genworth
09.2008 - 11.2008

Inventory Specialist

RGIS Inventory Services
07.2008 - 08.2008

Cashier

Walmart
02.2008 - 06.2008

Fraud Prevention Specialist

Citi Corp Credit Services Inc USA
08.2007 - 12.2007

Assistant Manager

Dollar General
03.2007 - 08.2007

Customer Service Cashier

Walmart
10.2006 - 03.2007

Bachelor of Science - Music Business

Full Sail University

Master of Arts - Public Relations

Full Sail University

Industry Experience

  • Performed live as an independent artist and featured artist
  • Songwriter
  • Artist manager 2 years
  • Publicist
  • Public relations representative

Similar Profiles

CREATE PROFILE