Jacqueline Hallenbeck
Temple
Summary
I have been recognized numerous times for numerous projects as a top performer with KPIs and metrics, including the recognition of clients. I have created updated and brand new SOPs and training modules, and have been and several leadership and support rules for The launch of a new project. I am a highly motivated and results-oriented professional with a proven track record of success. I am a highly motivated and results-oriented professional with a proven track record of success. I am a focused quality analyst with experience developing and executing both manual and automated test cases. I am highly proficient in testing tools, systems, and software. I am a results-oriented achiever with a proven ability to exceed targets and drive success in fast-paced environments. I combine strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Overview
16
16
years of professional experience
Work History
Quality Analyst and Trainer hybrid role
Movate (Formally CSS Corp)
2022.08 - 2024.09
- Crossed trained for QA for multiple projects
- Entered a QA/Trainer hybrid role in October 2023
- Created and taught SOPs and modules for refresher and up-training sessions via PowerPoint, Excel (for data tracking), and quizzes and assessments on Microsoft Forms
- Performed Call and Chat monitors with scoring and live notations for Team Leaders to present to their team
- Leading QA Presentations in Meetings, Huddles, and Training rooms
- Created, distributed, and presented several projects to assist in QA up training to the CSRs such as weekly and immediate newsletters and help documents, creating PowerPoint presentations on certain topics and call and chat strategies, and presented them in Meetings, Huddles, and the Training Room environments.
Customer Service Representative
Progressive Causality Insurance
2020.02 - 2021.08
- Completed training for all states and all specialty lines products
- Assisted with servicing policies, payments, billing explanations, policy reviews, etc
- Team advocate: Assisted in creating and presenting team presentations, assisting teammates when they needed assistance in finding the best resolution for customers.
Business Support Liaison: Operations Administrator
Teleperformance
2018.04 - 2020.02
- Loading agents into the UHC system, presenting in front of classes when it comes to systems, repairing systems or assisting IT with repairs, utilizing excel for reports, and assisting management with interviews
- Mentor Experience: Including Y-cording, Burst Monitors, and Floor Walking
- TA Experience: Including Classroom assistance, Leading a presentation, and assisting with skills demonstrations.
Head Cashier
Taco Bell
2017.11 - 2018.05
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Assisted customers by answering questions and fulfilling requests.
- Educated employees on register use, merchandising, and customer service.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Mentor
TeleTech
2017.08 - 2017.11
- During the short term run of this project, I completed the following:
- Completed CSR duties such as taking phone calls, completing sales and data entry.
- Assisted in answering questions and assisting other CSRs with complex orders.
Associate
Sam's Club
2012.10 - 2014.09
- Wrapped bakery products and shelved them
- Unloaded pallets of baked goods from the Truck and shelved them on shelves or in the freezer
- Prepped and shelved Home Meal Solution meals
- Shelved Deli products
- Wrapped, weighed, and shelved meat products
- Prepped and cooked rotisserie chickens
- Package and shelved cooked chickens, and cleaned rotisserie cooker
- Handled all spills
- Refilled Help stations
- Cleaned store
- Compressed trash and boxes.
Head Cashier
Taco Bell
2012.03 - 2012.11
- Trained new hires
- Took orders, ran a cash register at both the drive in and counter
- Prepped, cooked, wrapped, and delivered ordered products
- Fried certain products if needed.
Shift Lead
Dairy Queen
2011.02 - 2011.05
- Trained new hires
- Made frozen treats and drinks
- Ran the cash register
- Took orders via counter and drive thru
- Delivered food
- Cleaned store and equipment
- When shift lead, ran, and closed down the store and counted the money down at the end of the night.
Associate Mentor
Cinemark
2008.05 - 2008.09
- Trained new hires
- Unloaded truck and shelved product
- Took orders
- Ran the cash register
- Prepared, cooked, and served products to customers
- Cleaned area
- Re-shelved utensil station.
Education
Business Management And Office Administration - Business Administration And Management
Gary Job Corp
San Marcos, TX 7866709.2010
Skills
- 15 years of Microsoft Office proficiency such as but not limited to Word, Excel, PowerPoint, and Access.
- 15 years of Customer Service experience including Call Center environment.
- 10 years of Leadership experience such as but not limited to Mentor, Trainer's Assistant, Team Leader/Supervisor, Quality Analyst, and Trainer.
- Has created and presented Training Materials and SOPs to better perform, customer satisfaction, and metric numbers.
- Can type up to 108 WPM.
Timeline
Quality Analyst and Trainer hybrid role
Movate (Formally CSS Corp)
2022.08 - 2024.09
Customer Service Representative
Progressive Causality Insurance
2020.02 - 2021.08
Business Support Liaison: Operations Administrator
Teleperformance
2018.04 - 2020.02
Head Cashier
Taco Bell
2017.11 - 2018.05
Mentor
TeleTech
2017.08 - 2017.11
Associate
Sam's Club
2012.10 - 2014.09
Head Cashier
Taco Bell
2012.03 - 2012.11
Shift Lead
Dairy Queen
2011.02 - 2011.05
Associate Mentor
Cinemark
2008.05 - 2008.09
Business Management And Office Administration - Business Administration And Management
Gary Job Corp
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