Jaclyn Carman
Rome
Summary
A customer service professional, bringing valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
I demonstrate professionalism with a strong background in customer interactions and service solutions. I am highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. I am adaptable to changing needs, and consistently focused on achieving results through efficient and knowledgeable service. I strive for a proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Bartender/Host/Server Assistant
Beeches Manor
Rome, NY
11.2023 - Current
- In this position I am able to manage inventory levels to ensure adequate stock for high-volume service periods, as well as implement strategies to reduce waste and improve cost management in food and beverage service.
- I have trained new staff on restaurant procedures and customer service standards for operational efficiency and ensure efficient workflow processes to reduce wait times during busy shifts. I contributed to a positive work environment through effective teamwork and communication with colleagues.
- Often, I collaborate with kitchen staff/back of house to ensure accurate and timely with the front of house.
Bartender
Turning Stone Resort and Casino
Verona, New York
11.2021 - Current
- In this position I work closely with higher management in ensuring various themes and accommodations to provide guests with an ideal and safe atmosphere. It is very important to build rapport with members as well as fellow staff. I work closely with a wide range of people and demonstrate strong communication, teamwork and problem solving abilities. I am able to operate POS systems, maintain stock, and abide by legal rules such as performing accurate ID checks and maintaining my TIPs (Training for Intervention Procedures) certification every three years. I am able to maintain composure in a fast – paced setting and multitask while providing friendly and knowledgeable service.
Customer Call Center Contact Representative
DFAS
Rome, New York
11.2021 - 01.2023
- As a Customer Service Representative, my focus each day is to ensure that I provide exceptional service to every customer. I respond to all calls and/or electronic inquiries in a courteous and professional manner. I always utilize my active listening skills and frequently paraphrase their concerns, to ensure I completely comprehended their issue. I am thorough and always provide the most current and accurate information. In addition, I demonstrate my attention to detail on each call by ensuring that all the caller’s concerns are resolved during our correspondence.
- As a customer service representative, I can thrive in a very demanding environment with a high call volume. I effectively research, analyze, and resolve customer concerns and problems that are related to the myPay website, the Affordable Care Act, and Debt Collections. To provide the best customer service and satisfy the customer’s needs, I apply my exceptional problem-solving skills to each call that includes in-depth research regulations and entitlements to resolve questions. All customer inquiries in accordance with the Standard Operating Procedures.
- For verification purposes, I use various systems to lookup confidential information regarding customers who contact the Customer Care Center. Customers range from all Branches of Service to include, Army, Navy, Marine, Air Force and DoD civilians, alike. To ensure that personal information is protected, I verify each client by asking them personal identifiable information (PII). I ensure all established guidelines are followed and use independent judgment in handling unusual situations.
- I utilize automated systems to perform my research and analysis: CMS (case management system) in which I query to identify all previous calls the customer has made to determine if this is a first-time or reoccurring issue. This tool allowed all Customer Service Representatives to provide consistent guidance and /or identify any erroneous information provided; Defense Information Systems Agency (DISA) in which I research Military personnel and Civilians employee’s personal information to include pay allowances and debt collections; Automated Disbursing System (ADS) in which I researched annuitants’ personnel’s personal information.
- I have also been cross trained to handle 1099R reissues for retired pay customers. I ensure to handle their calls with the utmost care and respect to help obtain their 1099R document so they can file their taxes in a timely manner. Again, I utilize DISA to verify their personal information and once complete, utilize ADS to handle their reissue.
- I utilize Microsoft Excel, Word, and Outlook to provide guidance to retired, active and military dependents that involve comprehensive audit of pay accounts, corrections, and adjustments of items of pay.
Customer Service/Sales Representative/Key Holder -Manager
Shoe Dept.
Rome, NY
07.2020 - 10.2021
- As a key-holder and manager, I was responsible for invoicing, inventory control, profit/loss controls, researching and identifying any errors, as well as, resolving discrepancies utilizing store management systems menu linked to corporate office in accordance with company policies and procedures. In addition, ordering and purchasing of inventory, quality control of shipment contents, entering data/discrepancies into automated systems.
- I have payroll experience which involved scheduling of resources based on 5-8% of projected sales, set up employee pay accounts, and input PTO which resulted in employee payments. I also provided general troubleshooting of pay accounts and made any corrections or adjustments as needed. I resolved customer billing issues by confirming validity of charges and took corrective actions by inputting information into the automated management systems.
- I was able to thrive within a fast-paced and demanding retail sales environment. I was responsible for ensuring that the proper paperwork is created for end of day bank deposits to guarantee that all store sales from that day are recorded and accounted for. Due to my ability to multitask, being flexible, reacting to unexpected obstacles, processes, and requirements, I easily prioritized daily tasks while simultaneously providing excellent customer service both verbally and written to internal and external customers.
- I consistently offered exceptional customer service while handling customer inquiries, I communicated policies and procedures to address customer inquiries on information regarding product quality, value, and style of product that we sold. I also ensured the inventory on hand accurately reflected the quantity recorded in our inventory database. If there were any discrepancies, I ensured to check for computation errors, re-counted the stock or verified any outstanding orders. By helping avoid or detect inventory discrepancies, I helped reduce loss of sales and customer dissatisfaction.
- A financial policy I would advise customers of is our layaway program, which adheres to the Federal Trade Commission (FTC) and let customers know which items are eligible. If the customer wanted to put items on layaway, I would let them know the amount of down payment the store would need, how long we would keep the items on layaway, payment terms such as amounts and due dates and when the final payment is due. I also made them aware of the terms and conditions if the customer failed to pay the layaway in full.
Customer Service/Cashier/Sales Associate
Cliff’s Local Market
Rome, NY
07.2018 - 12.2019
- As a cashier, I provide excellent customer service by ensuring I always respond to customers’ inquiries clearly, accurately and concisely. I thrive in a busy work environment, and ensure that I not only meet, but also exceed the company’s expectations. My job requires me to recognize the importance of mathematical accuracy, as I am responsible for cash handling and credit card transactions. I apply standardized procedures to process financial transactions into the stores payment systems, while analyzing and correcting any discrepancies during the process. I have extensive knowledge of procedures to enter, retrieve, correct and delete/void transactions.
- I adhere to all city, state and federal tobacco and alcohol regulations by verifying customers’ ages if they are purchasing cigarettes or alcohol. Due to my efficiency, I have received numerous rewards for adhering to regulations by consistently passing buyers against restricted sales (BARS) stings the state conducts. This ensures our store does not lose any money by facing multiple fines. I also provide customers with information on the rules and qualifications for playing the lottery. When dealing with lottery payouts, I examine winning lottery tickets to verify their authenticity, and obtain approvals for payments. I also make sure to adhere to NYS regulations if a customer wins more than $600 since due to the size of our store we can only pay up to $600. For any payout more than what we provide I provided the customers information on where they would be able to collect their winnings.
- At the end of each of my shifts, I verify accuracy and completeness of accounting data through the register and ensure that sufficient funds had been obligated and totals are correct. I consistently give the highest priority to achieving accuracy, and avoiding mistakes, and errors.
Customer Service/Cashier/Sales Associate
Herb Philipson’s
Rome, NY
07.2016 - 11.2019
- As a Sales Associate, I thrived within a fast-paced and demanding retail sales environment. I excelled in my ability to prioritize daily tasks while simultaneously providing excellent customer service both verbally and written. I demonstrated my abilities as a fast learner and flexible employee by always stepping up to the task. I routinely assisted in the development of numerous display projects, which allowed our store to increase sales.
- I was able to answer customer’s questions and provide them with information regarding the business policies in an exact and customer-friendly way. This allowed me to cultivate and maintain long-term relationships with regular customers. Due to my knowledgeable and familiarity with many of the products sold, I was routinely called upon by customers to assist with product choices. I also assisted customers by analyzing inventory and information accessed from a computer system, which utilized multiple databases. For example, if a customer was looking to purchase a certain product and our store was out of stock, I would have to go into our computer inventory system and research other stores to see if they had the item in stock elsewhere.
- My strong work ethic and reliability allowed me to train and develop new sales team associates in products, selling techniques and company procedures. I developed strong relationships with my co-workers and management due to my excellent teamwork, friendliness, outgoing and tactful personality.
Education
Continuing Education for Bachelors Degree -
01.2026
Associates Degree - Liberal Arts and Sciences, General Studies
Mohawk Valley Community College
01.2023
High School Diploma - undefined
Rome Free Academy
01.2018
Skills
- Highly Experienced Customer Service and Sales Manager
- Conflict Resolution – Effective Communication – Team Leadership
- Efficient Problem-Solver – Responsiveness – Active Listening – Cash Handling
- Strong multitasking - Patience and tolerance - Engaging personality
Certification
January 2026 - Completing 120 hour TEFL Certification, current.
Timeline
Bartender/Host/Server Assistant
Beeches Manor
11.2023 - Current
Bartender
Turning Stone Resort and Casino
11.2021 - Current
Customer Call Center Contact Representative
DFAS
11.2021 - 01.2023
Customer Service/Sales Representative/Key Holder -Manager
Shoe Dept.
07.2020 - 10.2021
Customer Service/Cashier/Sales Associate
Cliff’s Local Market
07.2018 - 12.2019
Customer Service/Cashier/Sales Associate
Herb Philipson’s
07.2016 - 11.2019
Associates Degree - Liberal Arts and Sciences, General Studies
Mohawk Valley Community College
High School Diploma - undefined
Rome Free Academy
Continuing Education for Bachelors Degree -
Awards
May 2022 – Monetary award 2021/2022 Appraisal