Jacqueline Hallenbeck
Temple
Summary
Recognized numerous times for numerous projects as a top performer with KPIs and metrics, including the recognition of clients. Has created and updated and brand new SOPs and training modules, and has been in several leadership and support roles for the launch of a new project. Highly motivated and results-oriented professional with a proven track record of success. Focused Quality Analyst with experience developing and executing both manual and automated test cases. Highly proficient in testing tools, systems, and software. Results-oriented achiever with a proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance. Dynamic individual with hands-on experience in the call center environment and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
14
14
years of professional experience
Work History
Quality Control Coordinator
Railbookers
Boston
01.2025 - Current
- Confirmed itinerary accuracy by thoroughly reviewing segments and full reservations.
Corrected bookings and updated excursions by contacting vendors directly. - Coordinated quality assurance processes for diverse travel packages.
- Coordinated with rail and product build teams to simplify reservation information for guests.
Authored reports and SOPs to help identify and prevent errors. - Conducted meetings to outline service vendor errors, providing insight into reporting issues.
Presented resolution strategies aimed at eliminating recurring problems. - Led audits of operational workflows to ensure adherence to regulations.
- Facilitated communication between departments to resolve quality issues promptly.
- Participated in cross-functional teams focused on improving existing processes or developing new ones.
- Documented process improvements to enhance product safety and quality.
- Analyzed failure modes associated with defective products and recommended solutions.
Quality Analyst and Trainer Hybrid Role
Movate (Formally CSS Corp)
Temple Tx
08.2022 - 09.2024
- Cross 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
Austin, TX
02.2020 - 08.2021
- Completed training for all states and all specialty lines products.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Assisted with servicing policies, payments, billing explanations, policy reviews, policy cancellations, and supported Team Leader as a Team advocate.
- Team advocate: Assisted in creating and presenting team presentations, assisting teammates as needed for finding the best resolution for the customer's needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Business Support Liaison: Operations Administrator
Teleperformance
Killeen, TX
04.2018 - 02.2020
- Served as the primary point of contact, fostering strong relationships between internal teams and external partners.
- Established effective communication channels between departments by organizing and facilitating cross-functional meetings.
- Data Entry for new hires into the company systems and requested log in information for them.
- Improved interdepartmental collaboration with regular team building activities and open forums for discussion.
- Supported the Training environment by running tech checks and leading customer satisfaction training presentations.
- Assisted in production data collection and reporting to confirm metrics were still being met within a 70% to 85% minimum percentile.
Head Cashier
Taco Bell
Temple, TX
11.2017 - 05.2018
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Educated employees on register use, merchandising, and customer service.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
- Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
- Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
- Conducted regular audits of register tills, ensuring accuracy in daily cash counts and minimizing discrepancies.
Associate
Sam's Club
College Station, TX
10.2012 - 09.2014
- Greeted customers and offered assistance for increased customer satisfaction.
- Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Collaborated with team members to complete stocking tasks during peak business hours, maintaining a well-stocked sales floor.
- Maintained safety conditions and standards in facility.
- Enhanced workplace safety with regular inspections of tools and facilities, ensuring compliance with industry standards.
- Organized storage areas and tool rooms to keep areas safe and fully stocked.
Head Cashier
Taco Bell
College Station, TX
03.2012 - 11.2012
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
Ensured accuracy in cash handling, minimizing discrepancies and maintaining balanced registers.
Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
Educated employees on register use, merchandising, and customer service.
Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
Conducted regular audits of register tills, ensuring accuracy in daily cash counts and minimizing discrepancies.
Education
Vocational Trade/Certification - Business Administration And Management
Gary Job Corp
San Marcos, TX09-2010
Vocational Trade/Certification - Google Data Analytics
Coursera
Remote05-2026
Skills
- Data analysis
- Quality assurance
- Customer service
- Project management
- Process improvement
- Team collaboration
- Effective communication
- Training development
- Operational auditing
- Quality management systems
- Quality metrics
- Documentation management
- Documentation control
- Critical thinking skills
- Operational excellence
- Training and development
- Quality tools
- Policy and procedure implementation
- Quality control analysis
Timeline
Quality Control Coordinator
Railbookers
01.2025 - Current
Quality Analyst and Trainer Hybrid Role
Movate (Formally CSS Corp)
08.2022 - 09.2024
Customer Service Representative
Progressive Causality Insurance
02.2020 - 08.2021
Business Support Liaison: Operations Administrator
Teleperformance
04.2018 - 02.2020
Head Cashier
Taco Bell
11.2017 - 05.2018
Associate
Sam's Club
10.2012 - 09.2014
Head Cashier
Taco Bell
03.2012 - 11.2012
Vocational Trade/Certification - Business Administration And Management
Gary Job Corp
Vocational Trade/Certification - Google Data Analytics
Coursera