Jacklin Marie Nuncio

• Assist clients with developing AI thinking, analyzing, and comprehension for specific companies.
• Maintain competitive SSPR’S within the team assigned.
• Adhere to a prompt schedule, maintain a clean and tidy workspace.
• Interact efficiently and cohesively with teammates via campaigns.
• Efficient in producing Microsoft Excel spreadsheets, charts, etc. along with all other Microsoft programs.
• Rank amongst the top 5 members in the company regarding SSPR’s and Metrics.

• Answered inbound calls for Austin Community College.
• Assisted students with any questions about ACC.
• Provided thorough assistance in enrolling, financial aid concerns, and schedule concerns amongst other issues as well to consumers wanting to become students.
• Walked students through steps to reset passwords, and usernames, and assisted with walk through to ACC portal to view student profiles and information.
• Provided white glove service to all consumers whether they were students, non-students, returning students, or transfers with any questions.

• Maintained specific metric standards when speaking to consumers.
• Connected consumers to loan officers when qualified along with buyer’s agents to view homes of their choice.
• Provided thorough knowledge of the buyer’s agent connection process and details on whom they would be speaking with.
• Divulged pertinent information to consumers when transferring to loan officers for the transition to proceed smoothly.

• Complete evaluations based on needs for different departments within the company.
• Required to assess agent interactions with customers in order to meet the clients’ standards set for our business unit.
• Maintained SSPR'S and completed goals set for QA analysts daily and monthly.
• Provide coaching sessions with seasoned agents along with new coming agents to convey opportunities, along with any tips and advice that furthered the agent's skills within the department.
• Partake in calibrations with co-workers, the client and our quality team lead to make sure that our evaluations were within range of the client's (GM) scoring techniques and requirements.
• Developed strategies and improved methods for the agents so that their quality scores improve consistently.
• Develop and build rapport with all agents to instill the concepts of white glove service along with making the process run more efficient.
• Software Skills: Familiarity with call monitoring software such as NICE.
• Analytical Skills: Strong analytical skills to assess and interpret call data and identify trends, potential issues, and areas for improvement.
• Excellent verbal and written communication skills for delivering clear, actionable feedback to agents and management.

• Assist all customers that are in the electronics department.
• Provide thorough knowledge to all customers pertaining to any questions they have about all available products.
• Set up a new cell phone service for customers using either AT&T, Sprint, Verizon or Family Mobile service.
• Cashier.
• Answer any inbound phone calls to our department.
• Stocked any new product that arrives.
• Provided unique customer service to all Wal-Mart customers that I encounter.
• Maintain a professional appearance and atmosphere in the workplace.

• We provide quality customer service to all our customers calling for billing, technical and conserving information.
• We connect new services for customers which include: Internet, Cable, Digital Phone and Mobile Internet service.
• We provide information such as features as our products contain that will benefit the customer in the future and thorough knowledge on how to navigate the equipment.
• Maintain an above-average metric statistic within my tier of support.
• Assist customers concerning issues with conserving money they spend on services they have at their residence, which benefits both the company and the customer.
• Provide updated information about current promotions, bundles, new products, and rate increases that will take place within the company.
• Make sure our customers are well educated so that all employees are there to work for them to build customer loyalty.

• I worked as a CSR agent for Austin Energy as a contractor.
• Provided above average customer service to all Austin Energy customers that called in to the call center with any question.
• Initiated and stopped Electric service for customers.
• Maintained above average SSPR'S as an agent in my department.
• Educated customers of options for solutions that best fit their needs whether it have been consulting about conservation tips, setting up payment arrangements or payment options.
• Made applicable decisions that benefited the company and our customers.
• Kept a neat, organized and clean workspace while utilizing company equipment.
• Engaged in promotions, campaigns and initiatives to an above average standard.
• Employee of the month for 3 months in a row.
• The company elected me along with a small group of other CSR'S to participate in a specific loan and rebate program to increase company revenue and conservation.

• Took all inbound Wi-Fi calls in my tier of support as a CSS.
• Walked customers through troubleshooting steps for all electronic devices for EX. (laptops, iPhone, iPod touch devices, Netbooks and many more.
• Provided customers with assistance to connect at hotspot location's such as Four-Season Hotels, McDonalds, Starbucks, Barnes and Noble, Airports, and many other locations.
• Maintained a competitive metric standing point as a CSS which allowed me to be number 1 in the call center.
• Took care of customer needs no matter the situation or question they had when they called into the call center.
• Connected customers to SSID'S at hotspot locations, clicked customers through welcome pages at hotspot locations when they had difficulty logging in with their username/password.
• Reset passwords for customers that were not able to log in to their accounts.
• Walked customers through the Starbucks website frequently so that they could set up their accounts and create usernames and passwords.
• Answered mandatory emails every day per supervisor requests.
• Maintained a neat and clean workspace.

Enrolled in the paralegal program