Jacqueline Coleman
Warren,Ohio
Summary
Attention to detail and customer patience to provide excellent service. Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success. CORE STRENGTHS: Energetic Work Attitude Telephone inquiries specialist Remote – Work from Home Customer Service Expert CLAIMS Station Microsoft Word / Excel / TEAMS Efficient Cheerful Work with Enterprise Rental vendor
Overview
70
70
years of professional experience
20
20
Customer Service Representative
Work History
Customer Service Assistant
Lamar's Dog Grooming
10.2022 - Current
- Managed 80+ incoming calls each day with utmost professionalism and knowledgeable service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Offered basic technical support for clients on wide range of company products.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Suggested best-fit offerings from available products and services to capitalize on upsell opportunities.
- Described products to customers and how best to care for merchandise.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Maintained up-to-date knowledge of product and service changes.
Volunteer Worker
TRINITY BAPTIST CHURCH
11.1975 - Current
- Work with ministry project, help to organize, plan and complete
- Work with youth department, choir and usher
- Organized large group events such as faith-based outings, fundraisers and sports competitions to integrate youth group and community.
- Volunteered in overseas locations and in various roles.
- Recruited and trained volunteers to work with youth, confirming adequate volunteer support and adult-to-youth ratios.
- Coached, instructed and supervised participating youths through collaborative efforts with like-minded, creative and poised team members.
- Modeled appropriate interactions with youth individually and in groups by encouraging involvement in activities.
CSR
Progressive Insurance Claims Loss WFH
02.2017 - 09.2022
- Answers incoming calls
- Properly captures loss information and sets up various types of claims from policyholder and agents
- Provides callers guidance on claims process
- Looks up information in the appropriate system
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Inbound call
Alorica Inc
08.2015 - 02.2017
- Optum Rx InBound Call Support, support
- Prepared and mailed invoices to customers, processed payments and documented account updates.
- Address customer medication inquiries
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved complaints to satisfy customers and encourage future transactions.
- Furnished accurate product information and shipping instructions and offered alternatives for out-of-stock items to support customer buying decisions.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
Monitor
COMPASS FAMILY & COMMUNITY SERVICE
05.2015 - 08.2015
- Assist clients with every day need help with passing medicine room check, going to group meetings, answering phone, taking messages, transferring calls, organizing trip outing, assistance with organize game assignment for the patience’s
- Monitored treatment of victims with focus on safety.
- Inspected sporting equipment and examined participants to verify compliance with event and safety regulations.
- Provided clear instruction to activity and program participants to deliver fun and safety.
- Kept games moving by maintaining game rules and managing game conflicts.
- Assign kitchen jobs, cleaned and organized kitchen stations to promote team efficiency.
Inbound Customer Service
LIVEOPS
01.2011 - 07.2013
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Educated customers about product terminology, features and benefits to improve sales and customer satisfaction.
- Processed customer order, quote and return transactions and offered additional products and services.
- Promoted available products and services to customers during service, account management and order calls.
QUALITY INSPECTOR
Delphi Packard Electric Systems
08.1993 - 11.2006
- Job was inspecting harness made from the blueprint be it was shipped to the buyer.
- Worked with specific production team members to rectify production issues and maintain high-quality final products.
- Inspected and packaged products meticulously according to manufacturing specifications.
- Performed frequent visual inspections to root out tolerance and compliance issues.
- Utilized gauges, tools and equipment to complete in-depth assessments.
- Monitored production operations for compliance with specifications and promptly reported defects.
- Documented findings and produced reports to aide management in assessing and correcting quality concerns.
- Identified and helped resolve production problems, increasing output while reducing errors.
- Recorded defects and coordinated issue resolution with development team and functional leads.
Education
Associate of Arts - Accounting And Business Management
Trumbull Business College
Medical Assisting
Trumbull Career And Technical Center Adult Training Center
Warren, OHDiploma Received -
Warren Western Reserve High School
Skills
- Job Assignments
- Inbound Phone Calls
- Permanent Placement
- Dispatching Workers
- Production Support
- Taking Messages
- Monthly Audits
- Billing and Payment Processing
- Customer Preferences
- Volunteer Tasking
- Family Education
Timeline
Customer Service Assistant
Lamar's Dog Grooming
10.2022 - Current
CSR
Progressive Insurance Claims Loss WFH
02.2017 - 09.2022
Inbound call
Alorica Inc
08.2015 - 02.2017
Monitor
COMPASS FAMILY & COMMUNITY SERVICE
05.2015 - 08.2015
Inbound Customer Service
LIVEOPS
01.2011 - 07.2013
QUALITY INSPECTOR
Delphi Packard Electric Systems
08.1993 - 11.2006
Volunteer Worker
TRINITY BAPTIST CHURCH
11.1975 - Current
Associate of Arts - Accounting And Business Management
Trumbull Business College
Medical Assisting
Trumbull Career And Technical Center Adult Training Center
Diploma Received -
Warren Western Reserve High School
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