Jacqueline Brantley
Customer Service Representative
Ridgeland,SC
Summary
Dynamic Customer Service Representative with a proven track record at Whirlpool Corporation, excelling in first-contact resolution and conflict de-escalation. Adept at utilizing Salesforce for efficient case management, I consistently surpass KPIs while delivering empathetic support, enhancing customer satisfaction in high-pressure environments.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Search Solutions Group, Inc. (Temp Agency)
Charlotte, North Carolina
10.2025 - 01.2026
- Managed inbound calls and emails from grower and retailer customers, ensuring prompt responses.
- Handled high call volumes while maintaining exceptional service and attention to detail.
- Facilitated warm transfers to relevant departments for enhanced customer support.
- Conducted follow-ups with customers after further research to provide comprehensive assistance.
- Documented all communications for accurate metric reporting to clients.
- Escalated critical issues to TELUS
- Management and appropriate client stakeholders for resolution.
- Handled documentation and tracking of growers' deferred loan payments.
Consumer Resolutions Specialist
ASI / GE Appliances
11.2023 - 03.2025
- Resolved escalated customer concerns by documenting complaints and following resolution protocols.
- Utilized phone, email, and text to follow up with customers on appliance-related issues.
- Negotiated and implemented concessions that benefited both customers and GE Appliances.
- Coordinated with stakeholders, including zones, dispatchers, and technicians, to resolve consumer issues.
- Completed consumer satisfaction reviews prior to case closure.
Customer Service Representative
Whirlpool Corporation
09.2021 - 11.2023
- Enhanced first-contact resolution for phone, email, and chat, increasing customer satisfaction and reducing repeat inquiries in high-volume setting.
- Led emergency repair escalations, optimizing response times and reinforcing customer trust.
- Contributed to internal improvement projects and advisor initiatives, streamlining processes and improving team efficiency.
- Surpassed satisfaction metrics by delivering attentive, solution-oriented service tailored to individual customer needs.
Customer Service Representative
Teleperformance USA(United Healthcare)
10.2019 - 08.2021
- Provided multichannel support to address various account issues while ensuring confidentiality.
- Utilized empathetic listening to adapt to customer needs and clarify processes.
- Achieved key performance indicators in resolution time, satisfaction scores, and quality audits.
- Collaborated with team leads to propose enhancements that improved retention and efficiency.
Education
High School Diploma -
Jasper County High School
Skills
- Active listening and empathy
- Conflict resolution and de-escalation
- Clear verbal and written communication
- Information simplification
- Salesforce and Siebel CRM proficiency
- SAP and UNET expertise
- NICE software knowledge
- Microsoft Office suite skills
- Troubleshooting and call documentation
- Fast software learning ability
- Warranty, claims, and billing support
- Appointment scheduling and dispatch coordination
- Accurate data entry and recordkeeping
- First-contact resolution focus
- High accuracy under pressure
- KPI achievement mindset
- Strong reliability and attendance
- Remote and structured work adaptability
- Dual-monitor workflow proficiency
- Typing speed of 35 WPM
Professional Work History
- Search Solutions, Customer Support (Contract), 01/01/25, Present
- ASI / GE Appliances, Customer Resolutions Specialist, 01/01/23, 12/31/24
- Whirlpool Corporation, Customer Support Analyst, 01/01/21, 12/31/23
- UnitedHealthcare, Customer Service Representative, 01/01/21, 12/31/21
- Teleperformance USA, Customer Care Representative, 01/01/19, 12/31/21
Relevant Experience Highlights
- Resolved escalated customer issues while maintaining calm, professional service.
- Provided multi-channel support (phone, email, chat) in high-volume environments.
- Processed claims, warranties, billing issues, and technical requests accurately.
- Coordinated service appointments and dispatching with technicians and customers.
- Documented cases thoroughly using multiple CRM systems.
- Improved customer satisfaction through attentive communication and empathy.
Core Strengths Capabilities
Active listening & empathy, Conflict resolution & de-escalation, Clear written and verbal communication, Ability to simplify complex information, Salesforce, Siebel CRM, SAP, UNET, NICE, Microsoft Office, Troubleshooting & call documentation, Fast learning on new software, Warranty, claims, and billing support, Appointment scheduling & dispatch coordination, Accurate data entry & recordkeeping, First-contact resolution mindset, High accuracy under pressure, Meets KPIs consistently, Strong reliability & attendance, Works well in remote & structured environments
Timeline
Customer Service Representative
Search Solutions Group, Inc. (Temp Agency)
10.2025 - 01.2026
Consumer Resolutions Specialist
ASI / GE Appliances
11.2023 - 03.2025
Customer Service Representative
Whirlpool Corporation
09.2021 - 11.2023
Customer Service Representative
Teleperformance USA(United Healthcare)
10.2019 - 08.2021
High School Diploma -
Jasper County High School