Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jacqueline

Orlando,USA

Summary

Experienced Customer Support lead bringing 20 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.

Overview

30
30
years of professional experience
1
1
Certification

Work History

TITLE SERVICE REP/CSS LEVEL II

Wyndham Resorts
03.2004 - Current
  • Responsible for the resolution of telephone and email inquiries from property owner, title attorneys, and resale companies regarding deeds/ mortgages, and ownership changes
  • Created and processed DocuSign contacts
  • Notarize Documents
  • Prepares refund, adjustments, contracts, and ownership changes
  • Streamlined support processes for increased efficiency and faster issue resolution.
  • Skip tracing
  • Process Closing cost payments by credit card and personal checks
  • Improved customer satisfaction by promptly addressing and resolving support issues.
  • Trained new support analysts, contributing to the overall growth and success of the team.
  • Answered customer support inquiries via specialized ticket tracking platforms.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Contributed towards a culture of continuous improvement within the organization by actively participating in quality assurance activities.
  • Coached team members in techniques necessary to complete job tasks.

CLUB INVENTORY SPECIALIST / RESERVATIONIST

Sunterra Resorts
01.1999 - 01.2004
  • Handled inbound phone calls routed to call center
  • Answered and explained questions regarding all aspects of Sunterra membership
  • Audited adjustments or advance system requirements
  • Responsible for RCI and II exchanges, account auditing, and assisted legal and maintenance fee department

CLAIMS REPRESENTATIVE

Harmon Glass
01.1996 - 01.1999
  • Assisted clients with issues concerning replacing broken windshields or glass in their homes
  • Worked with several different insurance companies to verify coverage and policy information
  • Helped to locate Harmon glass stores in the areas in which the client resided and set up the appointments to have the damage repaired

Education

Business Administration And Management

DeVry University
Orlando, FL
05.2017

Skills

  • Team Management
  • Problem-Solving Abilities
  • Professionalism
  • Excellent Communication
  • Attention to Detail
  • Escalation Handling
  • Analytical Thinking
  • Multitasking Abilities
  • Reliability

Certification

Leadership Management course, Wyndham Resorts, 2014 February

Timeline

TITLE SERVICE REP/CSS LEVEL II

Wyndham Resorts
03.2004 - Current

CLUB INVENTORY SPECIALIST / RESERVATIONIST

Sunterra Resorts
01.1999 - 01.2004

CLAIMS REPRESENTATIVE

Harmon Glass
01.1996 - 01.1999

Business Administration And Management

DeVry University

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