Jacqueline Covarrubias
Augusta,GA
Summary
Compassionate and dependable human services professional with experience supporting individuals in residential care, customer service, & fast-paced operational environments. Skilled in providing behavioral support, maintaining safety and compliance, documenting care activities, and communicating effectively with clients, families, and interdisciplinary teams. Recognized for reliability, professionalism, and the ability to create a structured, supportive, and respectful environment for individuals with developmental and behavioral needs.
Overview
16
16
years of professional experience
Work History
Retail Support Specialist
Williams-Sonoma
09.2023 - Current
- Resolve escalated customer concerns using strong problem-solving & communication skills.
- Apply company policies & product knowledge to deliver effective resolutions.
- Maintain professionalism while handing high-stress situations.
- Managed over 45 cases a day.
Direct Caregiver Manager
Mosbey Personal Care Home
06.2022 - Current
- Provide direct care and daily living support to individuals in a residential care setting including assistance with routines, personal needs, and structured activities.
- Support individuals with behavioral, emotional, and developmental needs while promoting dignity, independence, and respect.
- Maintain a safe, calm & supportive environment aligned with behavioral health & developmental disability standards.
- Observe, document, and report client behavioral, progress, and concerns in accordance with care plans & agency policies.
- Follow safety procedures, confidentiality requirements (HIPAA), & organizational guidelines at all times.
- Communicates effectively with supervisors, team members & families to ensure continuity of care.
Courier
FedEx
03.2018 - 08.2022
- Independently managed delivery routes while meeting strict deadlines & safety standards.
- Loaded & unloaded delivery vehicles & handled packages for residential & business customers.
- Promoted based on reliability, performance, & route management skills.
Technical Support Representative
T Mobileretailer
01.2016 - 11.2018
- Resolved technical issues for customers via phone, email, and chat support.
- Guided users in troubleshooting mobile device features and applications.
- Documented customer interactions and solutions in ticketing system for future reference.
- Collaborated with cross-functional teams to enhance product knowledge and service delivery.
- Trained new team members on support processes and tools to ensure consistency.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Used ticketing systems to manage and process support actions and requests.
Customer Service Cashier
Walmart
01.2010 - 06.2015
- Processed customer transactions efficiently using point-of-sale systems.
- Resolved customer inquiries and complaints with professionalism and empathy.
- Maintained accurate cash drawer reconciliations at end of shifts.
- Trained new staff on cash handling procedures and customer service standards.
- Implemented strategies to enhance customer experience and satisfaction levels.
- Collaborated with team members to streamline checkout processes, reducing wait times.
- Maintained a clean and organized workspace, promoting a welcoming environment for customers.
- Processed customer orders and accurately handled payment transactions.
- Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
- Met customer service goals and exceeded customer expectations.
- Counted money in drawers at beginning and end of each shift.
- Developed and managed relationships with customers to increase customer loyalty.
- Assisted in training new employees, ensuring they were knowledgeable about company policies and procedures.
- Balanced cash registers accurately at the end of each shift, minimizing discrepancies and errors.
Education
High School Diploma -
Butler High School
Augusta01.2009
Skills
- Behavioral Support & Client Care
- Developmental Disabilities Support
- Safety Monitoring & Compliance
- Crisis Awareness & De-escalation
- Professional Communication
- Time Management & Reliability
- Confidentiality & Ethics
- Team Collaboration
AWARDS & RECOGNITION
Employee of the Month- FedEx (5x), Annuals Safe Driver Awards- FedEx, Top Performer- T-Mobile (multiple recognitions, executive incentives)
Timeline
Retail Support Specialist
Williams-Sonoma
09.2023 - Current
Direct Caregiver Manager
Mosbey Personal Care Home
06.2022 - Current
Courier
FedEx
03.2018 - 08.2022
Technical Support Representative
T Mobileretailer
01.2016 - 11.2018
Customer Service Cashier
Walmart
01.2010 - 06.2015
High School Diploma -
Butler High School