Jacqueline Fernandez
Chino,CA
Summary
Proven track record in enhancing customer satisfaction and team performance at Mercury Insurance and Target Corporation. Excelled in high-volume settings by leveraging exceptional problem-solving and empathetic communication skills. Increased sales quotas through strategic leadership and collaborative teamwork, demonstrating a keen ability to analyze trends and adjust strategies for optimal results. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
Work History
Customer Support Specialist
Mercury Insurance
05.2018 - Current
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.
- Multitasked to handle diverse customer needs in high-volume retail setting, prioritizing tasks to keep up with challenging deadlines.
Sales Floor Team Leader
Target Corporation
11.2002 - 05.2018
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
- Resolved escalated customer complaints effectively to preserve brand reputation while maintaining customer loyalty.
- Trained new team members on company policies, product knowledge, and selling techniques to enhance overall performance.
- Analyzed sales data to identify trends, adjust strategies accordingly, and set attainable goals for the team.
- Coordinated schedules of all sales associates, ensuring optimal coverage during peak times and adequate staffing for special events or promotions.
- Conducted regular performance evaluations for individual team members, providing constructive feedback and coaching as needed.
- Contributed to team objectives in fast-paced environment.
- Attended monthly sales meetings and quarterly sales trainings.
Education
No Degree - Cognitive Psychology
Los Angeles Peirce College
Woodland Hills, CA06.2001
GED -
Reseda High School
Reseda, CA06.1999
Skills
- Call center experience
- Payment Processing
- Problem-Solving
- Collaborative Team Player
- Customer Communication and Empathy
- Customer service expert
- Organizational Skills
- Highly Professional
- Tracking and Documentation
- Active Listening
- Attention to Detail
Languages
Spanish
Timeline
Customer Support Specialist
Mercury Insurance
05.2018 - Current
Sales Floor Team Leader
Target Corporation
11.2002 - 05.2018
No Degree - Cognitive Psychology
Los Angeles Peirce College
GED -
Reseda High School