Jacinta Bratcher
Education
Erwin,NC
Summary
Strong collaborative leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
31
31
years of professional experience
Work History
Bookstore Assistant
Fayetteville Technical College
Fayetteville, NC
03.2024 - Current
- Applied effective time management techniques to meet tight deadlines.
- Identified issues, analyzed information and provided solutions to problems.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Worked effectively in fast-paced environments.
- Paid attention to detail while completing assignments.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Inbound Call Center Representative
Charter Communications, Time Warner Cable
05.2022 - 06.2023
- Resolved complaints to satisfy customers and encourage future transactions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Recorded customer interactions, inquiries and comments in customer service database for traceability.
- Followed standard operating procedures when handling customer problems and complaints.
Cashier
Aok
08.2016 - 01.2020
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Wiped down counters and conveyor belt to remove debris and maintain cleanliness
- Processed all sales transactions promptly to prevent long customer wait times
- Trained new team members in cash register operation, stock procedures and customer service
- Scanned customer purchases and supported transactions to streamline sales process
- Inventoried stock and placed new orders to keep supplies within optimal levels for expected demands.
- Worked closely with shift manager to solve problems and handle customer concerns.
Circulation Dept Representative
Pocono Record Newspaper
01.2015 - 04.2016
- Resolved customer concerns with friendly and knowledgeable service
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Assisted customers in making payments on accounts and setting up payment plans
- Documented conversations with customers to track requests, problems and solutions
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Confirmed delivery of orders and troubleshot missed delivery dates, shortages and overages.
- Updated account information to maintain customer records.
Vacation Consultant
Vacation Getaway Inc
11.2006 - 04.2010
- Advised clients on travel documentation and procurement options, minimizing travel stresses
- Answered inbound sales calls and reached out to potential customers to answer questions and set appointments
- Responded quickly to customer questions and resolved issues
- Took payments via credit and debit cards and handled all sensitive information with professionalism and discreteness
- Enhanced customer satisfaction ratings, researching travel options, negotiating rates, presenting best deals and resolving issues efficiently while working in the de escalation
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Conducted market research to investigate potential new travel destinations.
- Helped senior managers make effective decisions based on current and accurate reporting.
Inbound Call Center Representative
JVC
06.2000 - 03.2003
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis
- Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Organized repair and replacement of camcorders, tv's, projection components and systems
- Maintained inventory of IT supplies by checking and documenting levels regularly.
- Facilitated communication between customers and other departments to facilitate resolution.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Inbound Customer Service Representative
American Express, AMEX
05.1998 - 01.2000
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships
- Identified consumer needs, clarified information and researched issues to provide alternative solutions
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Implemented basic troubleshooting and support techniques to enable speedy resolution of callers' issues
- Attended educational seminars and conferences to develop expertise and improve performance
- Maintained accurate records of incoming calls in internal database
- Managed customer expectations by clarifying needs, identifying options and recommending products and services
- Answered, screened and processed high volume of calls daily with call management system and web-based communications
- Resolved inquiries to consistently meet performance benchmarks
- Consulted with customers regarding needs and addressed concerns.
Volunteer
Montclair Community Hospital
06.1993 - 05.1996
- I volunteered in these departments : Intake
- Engaged with others successfully using strong verbal and written communication skills
- Volunteered over 10 hours a week assisting helping with transport and export of patients, front desk operations and medical billing data entry
- Welcomed customers and answered questions
- Produced and updated organizational records and reports,.
Education
Associate of Arts - Psychology
Northampton Community College
Tannersville, PAAssociate of Arts - Psychology
Fayetteville Technical Community College
Fayetteville, NC12.2024
High School Diploma -
Bayley-Ellard High School
Madison, NJ06.1997
Skills
- Microsoft Office
- Spread sheeting
- Claims and billing
- POS systems
- Payment processing
- ID verification
- Merchandise restocking
- Cash register operations
- Training and mentoring
- Call center operations
- Inbound sales
- Typing 35 wpm
- High-volume call centers
- Call management software
- Problem-solving skills
Affiliations
The National Society of Leadership and Succes-
Pennsylvania and North Carolina Chapters
- Active member since 2018
The Honors Society- North Carolina Chapter
- Active member since 2023
Timeline
Bookstore Assistant
Fayetteville Technical College
03.2024 - Current
Inbound Call Center Representative
Charter Communications, Time Warner Cable
05.2022 - 06.2023
Cashier
Aok
08.2016 - 01.2020
Circulation Dept Representative
Pocono Record Newspaper
01.2015 - 04.2016
Vacation Consultant
Vacation Getaway Inc
11.2006 - 04.2010
Inbound Call Center Representative
JVC
06.2000 - 03.2003
Inbound Customer Service Representative
American Express, AMEX
05.1998 - 01.2000
Volunteer
Montclair Community Hospital
06.1993 - 05.1996
Associate of Arts - Psychology
Northampton Community College
Associate of Arts - Psychology
Fayetteville Technical Community College
High School Diploma -
Bayley-Ellard High School
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