Jacqueline Gilmore
Sacramento,United States
Summary
Forward-thinking account consultant proficient in generating high-quality technical and customer focused work. Talented at leveraging tenacious approach and strong attention to detail to drive success. Service-oriented and performance-driven with excellent organizational, multitasking and problem-solving abilities.
Overview
35
35
years of professional experience
Work History
Customer Account Consultant
Progressive Insurance
Sacramento, CA
06.2014 - Current
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Reviewed account and service histories to identify trends and issues.
- Processed customer account changes, using Policy Pro, Ownership Workbench
- Shared detailed information regarding insurance coverage options to help customers make decisions.
- Educated customers on special pricing opportunities and company offerings.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Adhered to strict data confidentiality policies to prevent information leakage.
- Increased productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
Customer Care Account Services Specialist
SPRINT
RANCHO CORDOVA, CA
09.2009 - 04.2014
- Responsible for improving customer retention through programs and services provided to the customer.
- Works extensively with the customer to resolve billing problems, account activation, and technical issues in an effort to retain their service/relationship with Sprint.
- Obtain and review updates to maintain a working knowledge and understanding of the full suite of Sprint products, and services, and promotions.
Billing Analyst / MIS Specialist / MIS Supervisor / Customer Care Representative
COMCAST
SACRAMENTO, CA
07.1990 - 07.2008
- Manage backup, security and user help systems.
- Stay abreast of advances in technology.
- Provide users with technical support for computer problems.
- Review and approve all systems charts and programs prior to their implementation.
- Assign and review the work of systems analysts, programmers, and other computer-related workers.
- Prepare and review operational reports or project progress reports.
- Complete cycle billing for entire customer base.
- Build service codes for billing system, including package codes, individual service codes, user logins and profiles and the maintenance of all mentioned.
- Complete customer service requests, answer inquiries regarding billing, services, technical support and more.
- Provide weekly, daily and monthly reports to management staff.
Transportation Security Officer
TRANSPORTATION SECURITY ADMINISTRATION
SACRAMENTO, CA
02.2004 - 06.2008
- Monitor passenger flow through screening checkpoints to ensure order and efficiency.
- Close entry areas following security breaches or reopen areas after receiving notification that the airport is secure.
- Record information about any baggage that sets off alarms in monitoring equipment.
- Locate suspicious bags pictured in printouts sent from remote monitoring areas, and set these bags aside for inspection.
- Test baggage for any explosive materials, using equipment such as explosive detection machines or chemical swab systems.
- Check passengers' tickets to ensure that they are valid, and to determine whether passengers have designations that require special handling, such as providing photo identification.
- Inform passengers of how to mail prohibited items to themselves, or confiscate these items.
- Send checked baggage through automated screening machines, and set bags aside for searching or rescreening as indicated by equipment.
- Perform pat-down or hand-held wand searches of passengers who have triggered machine alarms, who are unable to pass through metal detectors, or who have been randomly identified for such searches.
- Contact leads or supervisors to discuss objects of concern that are not on prohibited object lists.
- Ask passengers to remove shoes and divest themselves of metal objects prior to walking through metal detectors.
- Notify supervisors or other appropriate personnel when security breaches occur.
- Inspect carry-on items, using x-ray viewing equipment, to determine whether items contain objects that warrant further investigation.
- Provide directions and respond to passenger inquiries.
Education
Completed coursework towards GED - UNITED STATES
CENTER
Skills
- Microsoft Office products as well as a wide range of computer products and programs
- System backup
- Billing system
- Customer service
- Problem solver
- Fast learner
- Technical support
- Invoicing and billing
- Relationship Building
- Operations management
- Team management
Timeline
Customer Account Consultant
Progressive Insurance
06.2014 - Current
Customer Care Account Services Specialist
SPRINT
09.2009 - 04.2014
Transportation Security Officer
TRANSPORTATION SECURITY ADMINISTRATION
02.2004 - 06.2008
Billing Analyst / MIS Specialist / MIS Supervisor / Customer Care Representative
COMCAST
07.1990 - 07.2008
Completed coursework towards GED - UNITED STATES
CENTER