Jacqueline Cerda
2080 Fm-1102 New Braunfels
Summary
Dynamic call center representative with proven skills in complaint resolution, data entry, and effective communication. Adept at enhancing service delivery and improving customer satisfaction.
Dedicated customer service representative with a strong background in managing high-volume calls and maintaining accurate records. Known for exceptional problem-solving abilities and a calm disposition, ready to contribute to enhancing service efficiency.
Overview
4
4
years of professional experience
Work History
Call Center Representative
Maximus
2024.01 - Current
- Managed high-volume inbound calls, providing timely assistance and resolving customer inquiries.
- Utilized CRM systems to document interactions and maintain accurate customer records.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Trained new representatives on call handling procedures and system navigation for improved performance.
- Analyzed customer feedback to identify trends and recommend process improvements.
- Developed scripts for common inquiries, ensuring consistency in communication across the team.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
Home Care Provider
Legacy Home Health Agency
2023.01 - 2026.02
- Demonstrated initiative and accountability in all tasks.
- Contributed to team success in high-pressure settings.
- Collaborated effectively with colleagues and worked independently when required.
- Adapted quickly to new challenges and learning opportunities.
- Exhibited a supportive attitude and a readiness to assist whenever needed.
- Coordinated communication between healthcare professionals and family members for optimal care.
- Developed and maintained detailed client care plans tailored to individual needs.
- Implemented safety measures, enhancing overall client well-being and comfort in home environments.
- Led initiatives to improve service delivery efficiency, enhancing client satisfaction ratings.
- Assisted patients with personal requirements for housekeeping and grooming assistance.
- Enhanced patient comfort by providing compassionate and attentive care tailored to individual needs.
- Provided patients with assistance in completing daily tasks, reducing daily burden on family members.
- Assisted patients with handling daily chores and errands by transporting to appointments, cleaning personal spaces, and purchasing supplies.
Cashier
Dollar General Market
2022.07 - 2022.12
- Processed customer transactions efficiently using POS systems.
- Assisted customers with product inquiries and provided exceptional service.
- Maintained accurate cash drawer and balanced daily transactions.
- Trained new cashiers on operational procedures and customer service standards.
- Organized merchandise displays to enhance store aesthetics and promote sales.
- Collaborated with team members to streamline checkout processes and reduce wait times.
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
Education
High School Diploma -
Grulla High School
Rio Grande City, TX05.2019
Skills
- Problem-solving skills
- Customer support
- Data entry
- Customer service
- Verbal and written communication
- Call center customer service
- Inbound phone calls
- Call center operations
- Communicating with clients
- Call control
- Answering questions
- Complaint resolution
- Gathering information
- Calm disposition
Timeline
Call Center Representative
Maximus
2024.01 - Current
Home Care Provider
Legacy Home Health Agency
2023.01 - 2026.02
Cashier
Dollar General Market
2022.07 - 2022.12
High School Diploma -
Grulla High School