Jacqueline Escamilla
Daytona Beach FL,FL
Summary
Dedicated with more than 20 years in retail and customer service. Possessing second-to-none commitment to customer service. Dedicated Customer Service Team Member with unwavering commitment to customer service. Known for developing productive relationships, resolving complex issues and winning customer loyalty.
Overview
33
33
years of professional experience
Work History
Customer Service
Proctor Financial
Daytona Beach, FL
11.2019 - 06.2022
- Loan Service Questions
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Assisted with customer requests and answered questions to improve satisfaction.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
Customer Service
Bass Pro Shops
Daytona Beach, FL
10.2018 - 10.2019
- Returns, Cash office, Record Keeping, Phone Management
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated with others to discuss new opportunities.
- Recognized by management for providing exceptional customer service.
- Planned and completed group projects, working smoothly with others.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
Interim Team Manager
Alorica
Lake Mary, FL
07.2017 - 10.2018
- Customer Service, Order Entry, Problem Solving
- Led regular team meetings to communicate current business trends and relevant updates.
- Recruited qualified candidates through job postings, interviews and referrals; evaluated resumes and applications; extended offers of employment.
- Established effective communication channels between departments to ensure information is shared accurately and efficiently.
- Motivated team members to consistently achieve or exceed performance expectations.
- Delegated work assignments and prioritized tasks.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Oversaw daily workloads and workflow for smooth operations.
- Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Created a positive work environment by setting clear expectations and providing resources necessary for success.
- Provided guidance, coaching and mentoring to individual team members as needed to help them reach their full potential.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Sr Customer Service Representive
JPMorgan Chase
Orlando, FL
10.2014 - 07.2017
- Product change, Point of contact for CBT compliance Tracking, Sr Rep for High Balance Business Collections
- Consulted with customers regarding needs and addressed concerns.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Processed customer account changes with proprietary software.
- Audited customer account information to identify issues and develop solutions.
- Cross-sold services and products to consistently increase team revenue.
- Ensured compliance with applicable laws and regulations related to customer service.
- Collaborated with other departments such as Sales, Marketing, and Technical Support.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Managed incoming calls from customers while providing exceptional service.
- Analyzed customer data to identify opportunities for upselling services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Provided technical support to customers via phone, email, and chat.
- Understood and followed oral and written directions.
- Completed day-to-day duties accurately and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Sr. Credit Analyst
Synchrony Financial
Alpharetta, GA
05.2001 - 10.2014
- Review credit for credit line increases, Process credit applications for all clients
- Developed debt collection protocols applicable to delinquent accounts, defining timelines for courtesy calls and referral of problem accounts to debt collectors.
- Performed reviews of existing customer accounts to identify any changes in risk profile or payment trends.
- Requested financial documents from customers.
- Presented key information to upper management and executive team for loan recommendations.
- Reviewed and analyzed financial statements to assess creditworthiness of potential customers.
- Managed various tasks simultaneously and made sure all job duties were completed in order of priority.
- Collaborated with credit association and business representatives to exchange valid credit information.
- Evaluated requests for new loans or line increases based on established criteria.
- Followed up on client financial information to maintain accurate records on current clients, noting indicators of decreased likelihood of full loan performance.
- Negotiated payment plans with customers, achieving sales and cash flow objectives.
- Developed credit policies and procedures for loan origination, underwriting, servicing, and collections processes.
- Conducted credit reviews on corporations to assess financial conditions.
- Assessed customer credit files regularly to review receivables.
- Identified and monitored risks associated with customer accounts.
- Reconciled customer accounts to identify delinquencies or disputes, documenting root causes.
- Collaborated with legal counsels in the preparation of loan documentation packages.
- Reviewed customer financial data to ascertain level of risk involved for extending credit.
- Understood and followed oral and written directions.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Answered 300 calls per shift to assist with customer questions and concerns.
Sales Associate
Disney Stores Inc.
Las Vegas, NV
10.1996 - 02.1998
- Responsible for training staff for 15-20 associates, Sales, Plan-o-grams
- Maintained cleanliness of store environment including floors, windows, displays.
- Watched for and recognized security risks and thefts to prevent or handle situations.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Answered incoming telephone calls to provide store, products and services information.
- Cleaned shelves, counters and tables to maintain organized store.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
- Processed transactions using a point-of-sale system.
- Adhered to company initiatives and achieved established goals.
- Maintained up-to-date knowledge of store merchandise and policies.
- Unboxed new merchandise and restocked shelves in appealing and organized arrangements to promote items.
- Worked with fellow sales team members to achieve group targets.
Assistant Store Manager
Rainbow Apparel Co.
Akron, OH
06.1994 - 03.1996
- Scheduling, Inventory Control, Plan-o-grams, Responsible for closing stores, Including preparation of associates for closing, Assure stock currently on hand ready for disbursement
- Coached and developed store associates through formal and informal interactions.
- Provided mentorship for employees to generate sales, promote effective upselling and cross-sell to improve retail productivity.
- Assisted in continuous development of effective store associates to achieve desired sales and results.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Provided leadership support during peak business hours by motivating staff members to meet targets.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Monitored sales activities to ensure that customers receive satisfactory service and quality goods.
- Managed the day-to-day operations of the store, including customer service, inventory management and staff scheduling.
- Answered customer questions and addressed problems and complaints in person and via phone.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Interviewed and vetted job applicants to make effective hiring decisions and fill vacancies with strong team members.
- Led teams in planning, implementation and execution of merchandising and operating initiatives to streamline business effectiveness.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Ensured compliance with all safety regulations throughout the store premises.
- Oversaw coaching and guidance of store employees to foster advancement in work operations.
- Delegated work to staff, setting priorities and goals.
- Handled scheduling for store shifts to achieve adequate staffing.
- Created promotional campaigns to increase brand awareness and attract new customers.
- Understood and followed oral and written directions.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Planned and completed group projects, working smoothly with others.
Sales
Montgomery Ward Co.
Canton, OH
06.1989 - 11.1994
- Sales Accounting, Customer Billing
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Understood and followed oral and written directions.
- Collaborated with others to discuss new opportunities.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked with cross-functional teams to achieve goals.
Travel Agent
World Wide Travel
Canton, Ohio
05.1990 - 10.1990
- Booked travel arrangements for both Commercial and Personal Travel
- Provided detailed information about destinations such as climate conditions or points of interest at requested locations.
- Provided travel information to customers and answered questions regarding passports, visas, transportation, accommodation, and tour packages.
- Handled travel arrangements for groups, couples, executives, and special needs clients.
- Processed payments from clients via cash or credit cards.
- Helped clients purchase flight tickets, arrange car rentals and locate other forms of transportation.
Special Processing Group
GE Money/ Retail Sales Finance
Kettering, OH
- Currently enter CAP and Settlement work cases into database, PXX (pre-legal) reports, Save-a-filer program, Match a pay, 1 day turn around for accounts coming back in from attorney's, Process offers to be sent to customers
- Prioritized workloads to meet customer needs and maintain established deadlines in fast-paced credit/legal environment.
- Consulted with customers regarding needs and addressed concerns.
- Responded quickly to customer inquiries, needs and problems.
- Analyzed customer complaints and service trends to identify and correct systematic issues.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Maintained up-to-date knowledge of company products, services, policies, and procedures.
- Recorded all customer interactions into the database system accurately and completely.
- Maintained positive working relationship with fellow staff and management.
- Oversaw daily performance of computer systems.
- Set up and activated customer accounts.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Processed customer account changes with proprietary software.
- Maintained audit trail and statistical records of problems and conditions reported by client.
- Resolved 95% of issues with first call and escalated more complex issues to obtain necessary customer support.
- Made outbound calls to obtain account information.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Investigated customer complaints regarding product quality or service rendered.
- Audited customer account information to identify issues and develop solutions.
Account Manager
GE Money/ Business Credit Services
Jacksonville, FL
- Successfully maintain customer service levels, Collections and dispute resolution on assigned accounts, Special Projects as needed, APS Quest (administrator), Incoming White Mail, High profile account resolution, Handle escalated calls as needed
Education
Business -
Capella University
Skills
- Complaint Handling
- Regulatory Compliance
- Order Processing
- Quality Control
- Call Documentation
- Needs Assessment
- Promotional Support
- Customer Service
- Direct Sales
- De-Escalation Techniques
- Account Management
- Sales Expertise
- Order and Refund Processing
- Schedule Mastery
- Call Center Operations
- Policies and Procedures Adherence
- Customer Service Excellence
- Sales Transactions
- Federal banking Industry Regulations Knowledge
- Product and Service Knowledge
- Billing Adjustments and Refunds
- Report Generation
- Report Preparation
- System Implementation
- Microsoft Office Expertise
- Issue and Complaint Resolution
- Professional Phone Voice
- Credit Card Payment Processing
- Database Management
- Project Management Abilities
- Professional Telephone Demeanor
- Complaint Resolution
- Product Knowledge
- Customer Retention Strategies
- Sales and Upselling
- Problem Resolution
- Calm and Professional Under Pressure
- Account Updating
- Inbound Call Management
- Customer Data Confidentiality
- Administrative and Office Support
- Multi-Line Phone Systems
- Transaction Processing
- Customer Account Management
- MS Office
- Computer Skills
- Data Entry
- Calm Under Pressure
- Customer Relations
Accomplishments
- I am currently working on getting my Microsoft Office Certification.
- In 2004 I accepted a position with GE Money - Business Credit Services Division as a Lowe's Payment Research Associate. While in this role I accomplished and mastered the following:
- AFP on Demand (GE system for storing Statements)
- Microsoft Excel, Word, and PowerPoint
- Alpha Search (Account Look-up)
- System Matters Expert (SME) on GECOM
- In 2005 I moved into the role of Account Manager for the LESCO Portfolio
- Responsible for overall management of account with credit lines ranging from $2.0 MM - $5000
- Often dealing with irate customer due to sales being declined for delinquency, therefore moved from the Account Manager mindset to the Collector mind set to bring the account current, often having to balance the needs of the customer and the needs of the business.
- In 2006 I transitioned to the WinWholesale / Stock Building Supply Account Manager
- Handled high profile account with large credit lines ranging from $1.5 MM to $1000
- Working with the WinWholesale Client Development Manager on a daily basis
- Implemented a new Stock Lien Process which resulted in increasing out timeline to place liens to save company dollars
- Facilitated classes for APS Quest and Ecommerce training for team members
- Received Customer Centricity award, nominated by WinWholesale Company Member
- Prior to joining Business Credit Services, I was in the Canton Ohio site. I was able to:
- Become a member of the JCPenney Group and Manual Group Motivational Team
- Complete Blue level of the Associate Development Program (ADP)
- SME on multiple systems
- Gen I and Gen II workstation
Affiliations
- While with General Electric, I was the lead for the Elfun/GE Volunteers. I coordinated our project, if we were working or painting a house or helping at a local nursing home. The plants for the outside, to the visits to the bedridden, as well as the pets coming in to offer support.
Timeline
Customer Service
Proctor Financial
11.2019 - 06.2022
Customer Service
Bass Pro Shops
10.2018 - 10.2019
Interim Team Manager
Alorica
07.2017 - 10.2018
Sr Customer Service Representive
JPMorgan Chase
10.2014 - 07.2017
Sr. Credit Analyst
Synchrony Financial
05.2001 - 10.2014
Sales Associate
Disney Stores Inc.
10.1996 - 02.1998
Assistant Store Manager
Rainbow Apparel Co.
06.1994 - 03.1996
Travel Agent
World Wide Travel
05.1990 - 10.1990
Sales
Montgomery Ward Co.
06.1989 - 11.1994
Special Processing Group
GE Money/ Retail Sales Finance
Account Manager
GE Money/ Business Credit Services
Business -
Capella University
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