Jacqueline Grande
Customer Service Representative
Stanton,CA
Summary
I am hardworking, a super reliable candidate ready to take on challenges using problem- solving and task prioritization skills to help team succeed. Results-driven professional focused on delivering exceptional support for customer needs. Successfully manages concerns and resolves conflicts to maximize customer satisfaction. Offers strong background in customer relations and communication. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
2
2
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Member Service Advisor
Nations Benefits
Costa Mesa, CA
12.2021 - 05.2023
- Assisted with taking up to 60 back to back calls with members regarding their health plan benefits.
- Properly assisting members with grievances and following up with members once I have found a solution.
- Card services experience and going over transactions when asked to.
- Going through fraud procedures when needed
- Placed OTC and Healthy grocery orders over the phone and provided members with confirmation numbers and tracking number.
- Assisting members with requesting new benefit cards and explaining their benefits.
- Sending and receiving 20+ emails daily.
- Using Genesys and Microsoft software on a daily.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Opened customer accounts and provided deposit and withdrawal receipts.
- Verified customer identification and documentation for compliant transactions.
Dealer Service Representative
Manheim Auto Auctions
Anaheim, CA
11.2020 - 12.2021
- Handled customer service situations and resolved them accordingly
- Answer 40+ calls a day
- Answered questions and provide information about dealership and auction
- Maintain a positive attitude and calmly respond to customers’ complaints
- Open new customer accounts
- Addressing concerns as they arise
- Recommend possible resolutions to meet the customers’ needs
- Refer issues and questions to managers if necessary
- Prepare product and customer reports by gathering data collected during customer interactions
- Train new hires and give knowledge on how the business works
- Used Excel and handled 50+ situations a day
- Experience on Microsoft and Genesys
- Kept records of inquiries, complaints and comments.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided language translation services for customer service inquiries.
Education
Bachelor's degree - Biology
Cypress College
08.2021 - Current
High school diploma - undefined
Western High School
08.2017 - 5 2021
Skills
Conflict management
Timeline
Member Service Advisor
Nations Benefits
12.2021 - 05.2023
Bachelor's degree - Biology
Cypress College
08.2021 - Current
Dealer Service Representative
Manheim Auto Auctions
11.2020 - 12.2021
High school diploma - undefined
Western High School
08.2017 - 5 2021