Jacqueline Harley
Highland Park,New Jersey
Summary
Enthusiastic and ambitious customer service specialist with wide-spread transferable skills in management, sales, and operations. Exceptional ability to connect with people and understand their wants, needs, and desires and delivering legendary service on every interaction.
Overview
9
9
years of professional experience
Work History
Reimbursement Review Service Associate III
Conduent
06.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Managed customer issues and enhanced satisfaction by matching optimal solutions to individual customer needs.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
Escalation Supervisor
Conduent
06.2018 - 06.2022
- Ascertains the nature of the transaction/call and assesses whether it can be handled in place, needs to be transferred, or further follow-up is required, in order to provide client with appropriate resolution
- Identifies customer needs by referring to past transactions/case notes, analyzing case by case as needed
- Executes routine inbound and outbound call center activities concerning the business products/services, using alternatives as per standard scripts and established guidelines and under supervision, in order to meet SLAs
- Provides customer with appropriate customized information requested
- Derives all necessary information from customer to update database
- Escalates issues to senior levels as needed, based on reports on complaints or concerns, explaining company policies to customers
- Responsible for the end-to-end resolution of the customer issue which might include the inbound transaction, follow-up calls and final closure statement.
Guest Service Lead
AMC Menlo Diner Theater
08.2016 - 06.2018
- Promote company products, services, and savings plans when appropriate
- Update directory information
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems.
Patient Access Specialist
Inventiv Health Inc.
12.2014 - 01.2015
- Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information.
Education
Bachelor of Arts - Human Resource Management
University of Phoenix
Phoenix, Arizona05.2012
Skills
- Call Center
- Keryx - Enrollments
- Quality Assurance
- Customer Service
Timeline
Reimbursement Review Service Associate III
Conduent
06.2022 - Current
Escalation Supervisor
Conduent
06.2018 - 06.2022
Guest Service Lead
AMC Menlo Diner Theater
08.2016 - 06.2018
Patient Access Specialist
Inventiv Health Inc.
12.2014 - 01.2015
Bachelor of Arts - Human Resource Management
University of Phoenix
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