Summary
Overview
Work History
Education
Skills
Certification
Assessments
Timeline
Generic

Jackelyn Brock

Hayneville,AL

Summary

Results-oriented professional with 5.5+ years of experience and a proven knowledge of conflict resolution, records management, and workflow planning. Aiming to leverage my skills to successfully fill the Customer Service Representative role at your company.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Assistant Property Manager

Palm Pointe Holdings LLC
11.2023 - Current
  • Maintains property rentals by advertising and filling vacancies, negotiating and enforcing leases, and maintaining and securing premises.
  • Establishes rental rate by surveying local rental rates and calculating overhead costs, depreciation, taxes, and profit goals.
  • Attracts tenants by advertising vacancies, obtaining referrals from current tenants, explaining advantages of location and services, and showing units.
  • Contracts with tenants by negotiating leases and collecting security deposit.
  • Accomplishes financial objectives by collecting rents, paying bills, forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective action.
  • Maintains property by investigating and resolving tenant complaints, enforcing rules of occupancy, inspecting vacant units and completing repairs, planning renovations, contracting with landscaping and pest services.
  • Maintains building systems by contracting for maintenance services and supervising repairs.
  • Secures property by installing and maintaining security devices, establishing and enforcing precautionary policies and procedures, and responding to emergencies.
  • Enforces occupancy policies and procedures by confronting violators.
  • Prepares reports by collecting, analyzing, and summarizing data and trends.
  • Accomplishes organization goals by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishment

CSR - Customer Service Representative

24-7 Intouch
06.2022 - 05.2023
  • Answer inbound calls, chats, and emails regarding services, accounts, and troubleshooting of streaming apps
  • Deliver an outstanding customer service experience
  • Soft up-selling of services and goods
  • Utilize multiple systems while speaking with customers
  • Comply with all operational policies and procedures
  • High degree of accuracy with all work and exceptional attention to detail

Skilled Assembler

Boston Whaler
06.2021 - 10.2021
  • Placed parts on circuit boards in accordance with workmanship standards.
  • Inspected components and completed assemblies for conformity.
  • Conferred with supervisor regarding quality or procedure problems.
  • Interpreted blueprints, drawings and specifications.
  • Completed production and quality forms to document actions.
  • Made basic measurements and math calculations relative to tolerances and dimensions.
  • Maintained shop or designated area in clean and safe manner.
  • Read tape measure, protractor and other length and angle-measuring devices.

Customer Service Representative Trainer

Palm Coast Data
07.2017 - 01.2020
  • Addressed customers courteously using suitable methods and problem-solving skills.
  • Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
  • Utilized automated systems to log and retrieve call information.
  • Complied with corporate and regulatory policies regarding information confidentiality and privacy.
  • Provided account information to customers and explained bill service policies and customer rights.
  • Maintained knowledge of company products to provide helpful suggestions and recommendations to customers.
  • Followed up with customers regarding product functionality and overall satisfaction.
  • Responded to telephone inquiries and complaints following standard operating procedures.
  • Remained open to feedback from supervisor and peers to build and improve skills set.
  • Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
  • Assisted with mentoring new employees during and after training.
  • Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
  • Read from scripts to promote uniformity and consistency in communications.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Built sustainable relationships and trust with customer accounts using open and interactive communication.
  • Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
  • Navigated multiple computer systems and applications and utilized search tools to find information.
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
  • Made appropriate account corrections to resolve customer problems.
  • Assisted with new hire orientation and employee training.
  • Responded quickly to meet customer needs and resolve problems.
  • Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.

Advanced Technical Support Representative

Convergys
04.2016 - 07.2016
  • Conferred with users, and conducted computer diagnostics to investigate and resolve problems and to provide technical assistance and support.
  • Referred major hardware and software problems and defective products to vendors and technicians for service.
  • Maintained records of daily data communication transactions, problems and remedial actions taken and installation activities.
  • Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installation specifications.
  • Prepared evaluations of software and hardware and recommended improvements and upgrades.
  • Set up equipment for employee use, performed and ensured proper installation of cables, operating systems and appropriate software.
  • Defined problems, collected data, established facts and validated conclusions.
  • Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
  • Read trade magazines and technical manuals and attended conferences and seminars to maintain knowledge of hardware and software.

Assistant Restaurant Manager

Church's Chicken
05.2013 - 08.2014
  • Assessed staffing needs and recruited staff, using methods such as newspaper advertisements and attendance at job fairs.
  • Established standards for personnel performance and customer service.
  • Cooked food by tasting and smelling it to ensure palatability and flavor conformity.
  • Scheduled staff hours and allocated resources to maximize team member performance.
  • Analyzed sales reports and customer feedback to inform menu revisions and seasonal promotions.
  • Monitored food preparation and presentation to enforce adherence to portion sizes and quality standards.
  • Counted money and made bank deposits.
  • Reviewed procedures and operational challenges to uncover service and safety improvements.
  • Coordinated with service providers to address equipment maintenance and waste removal.
  • Coordinated kitchen workflow to optimize supply usage and preparation time.
  • Maintained food and equipment inventories to support business demand.
  • Kept accurate records in compliance with sanitation and food service requirements.
  • Investigated and resolved complaints regarding food quality and service.
  • Performed some food preparation and service tasks, such as cooking, clearing tables and serving food and drinks when necessary.
  • Reviewed menus and analyzed recipes to assess labor and overhead costs.
  • Scheduled and received deliveries and verified goods received against paperwork.
  • Created specialty dishes and developed recipes to be used in dining facilities.
  • Monitored budgets and payroll records to verify authorization of expenditures.
  • Estimated food and beverage consumption to determine purchasing requirements.

Education

AA - Computer Engineering

DAYTONA STATE COLLEGE
Daytona Beach, FL
08.2019

High school diploma or GED - undefined

Flagler-Palm Coast High School
Palm Coast, FL
05.2006

Skills

  • Blueprint Reading
  • Technical Support
  • Operating Systems
  • Microsoft Windows
  • Human resources
  • Customer support
  • Help desk
  • Typing
  • Software Troubleshooting
  • Live Chat
  • Troubleshooting
  • Active Directory
  • Property Management
  • Network Support
  • Communication skills
  • Customer service
  • Windows
  • Technical support
  • Software troubleshooting
  • Zendesk
  • Desktop support
  • Conflict management
  • Records management
  • Cash handling
  • Data collection
  • POS
  • Payroll
  • Recruiting
  • Assembly
  • Computer skills
  • Microsoft Office
  • Leadership
  • Upselling
  • Live chat
  • Cash register
  • Accounts receivable
  • Negotiation
  • Research
  • Network support
  • Fair Housing regulations
  • Microsoft Excel
  • Microsoft Word
  • English
  • Clerical experience
  • Computer networking
  • Search engines
  • Management
  • Time management

Certification

Driver's License August 2008 to October 2031

Assessments

  • Technical support — Proficient September 2021 Performing software, hardware, and network operations Full results: Proficient
  • Recruiting — Proficient March 2024 Managing the candidate sourcing and selection process Full results: Proficient
  • Call center customer service — Proficient May 2021 Demonstrating customer service skills in a call center setting Full results: Proficient
  • Data entry: Attention to detail — Proficient September 2022 Maintaining data integrity by detecting errors Full results: Proficient
  • Customer focus & orientation — Proficient March 2022 Responding to customer situations with sensitivity Full results: Proficient
  • Work motivation — Proficient May 2023 Level of motivation and discipline applied toward work Full results: Proficient
  • Medical receptionist skills — Proficient May 2022 Managing physician schedules and maintaining accurate patient records Full results: Proficient
  • Attention to detail — Proficient April 2022 Identifying differences in materials, following instructions, and detecting details among distracting information Full results: Proficient
  • Work style: Reliability — Proficient March 2022 Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
  • Principles of accounting — Proficient April 2024 Preparing financial records according to federal policies Full results: Proficient
  • Retail customer service — Proficient May 2023 Responding to customer situations in a retail setting Full results: Proficient
  • Work style: Reliability — Proficient March 2024 Tendency to be reliable, dependable, and accountable at work Full results: Proficient
  • Customer service — Proficient October 2021 Identifying and resolving common customer issues Full results: Proficient
  • Food service: Customer situations — Proficient April 2024 Identifying and addressing customer needs in a food service setting Full results: Proficient
  • Warehouse safety — Proficient August 2023 Using safe practices in a warehouse setting Full results: Proficient
  • Administrative assistant/receptionist — Proficient May 2022 Using basic scheduling and organizational skills in an office setting Full results: Proficient

Timeline

Assistant Property Manager

Palm Pointe Holdings LLC
11.2023 - Current

CSR - Customer Service Representative

24-7 Intouch
06.2022 - 05.2023

Skilled Assembler

Boston Whaler
06.2021 - 10.2021

Customer Service Representative Trainer

Palm Coast Data
07.2017 - 01.2020

Advanced Technical Support Representative

Convergys
04.2016 - 07.2016

Assistant Restaurant Manager

Church's Chicken
05.2013 - 08.2014

AA - Computer Engineering

DAYTONA STATE COLLEGE

High school diploma or GED - undefined

Flagler-Palm Coast High School

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Jackelyn Brock