Hi, I’m
Jacqueline Flores
Houston,TX
Summary
Diligent Customer Service Specialist that brings top skills in customer service, data entry and conflict resolution. Recognized for resolving customer complaints with integrity and professionalism to maintain customer satisfaction and retention. Motivated team player committed to contributing to company success goals.
Overview
9
years of professional experience
Work History
T-Mobile
Customer Service Specialist
09.2014 - 03.2020
Job overview
- Assisted over 40 clients daily with their needs and concerns via phone, email, web chat, and fax
- Coordinated internally with operations and logistics to maintain knowledge of new company products
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Used quality assurance and operational data to ensure accuracy of customer scripts and proper escalation of issues to department supervisor.
- Mentored new employees on procedures and policies to maximize team performance.
T-Mobile Virtual Retail
Customer Service Specialist (Remote)
03.2020 - 09.2020
Job overview
- Maintained a customer resolution rate of 95% over my tenure with the company.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Participated in ongoing proprietary product trainings and certifications to become more of an asset and advance my knowledge in problem solving, CRM software, and customer service.
- Executed on-time and under budget project management to resolve complex issues
- Led team engagement to assist cross-functional departments and achieve goals.
T-Mobile
Customer Service Team Lead (Hybrid)
09.2020 - 09.2023
Job overview
- Set attainable daily, weekly and monthly goals and game plans for the grievance department.
- Cross-trained new team members, resulting in 17% increase in customer satisfaction ratings from the time I was hired.
- Engaged with customers through live chat, email, and phone with the goal of establishing a relationship and ensuring they feel satisfied with the service they received before ending the interaction.
- Successfully multitasked while navigating various functions of the companies service management system.
- Volunteered to handle complaints and issues for manager during busy time periods.
Education
G. W. Carver High School Houston, TX
High School Diploma
06.2014
Skills
- Issue and Complaint Resolution
- Call Documentation
- CRM Software
- 55 wpm Typing Speed
- Customer service
- Microsoft Office
- Microsoft Teams
- Excel Spreadsheet
- Problem Resolution
- Project Management
- Working efficiently within a remote setting
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Work Preference
Location Preference
RemoteTimeline
Customer Service Team Lead (Hybrid)
T-Mobile
09.2020 - 09.2023
Customer Service Specialist (Remote)
T-Mobile Virtual Retail
03.2020 - 09.2020
Customer Service Specialist
T-Mobile
09.2014 - 03.2020
G. W. Carver High School
High School Diploma