Jacqueline Harris
Fredericksburg
Summary
Customer Support Specialist with expertise in resolving complex issues across various industries. Focuses on transforming challenging interactions into customer loyalty through active listening and effective problem resolution while managing high-volume support and maintaining service standards.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Liberty Mutual Insurance
Fredericksburg
09.2021 - Current
- Handled daily inbound inquiries via phone and chat, resolving insurance policy questions, billing disputes, and coverage changes for auto and home clients to enhance customer satisfaction.
- Consistently transform challenging customer interactions into positive outcomes by prioritizing active listening, empathetic problem resolution, and proactive communication.
- Escalated unresolved claims to underwriting and ensured closure, minimizing repeat contact and enhancing first-call resolution rates.
- Anticipated customer needs and proactively suggested relevant additional products, improving service quality and supporting business development efforts.
- Document all case notes and billing adjustments in CRM, maintaining audit-ready records for compliance and quality review.
Security Supervisor
Securitas Security
Manassas
03.2018 - 09.2021
- Supervised 16-person security team across multiple shifts, assigning patrol zones and coaching staff on incident response protocols to enhance team readiness.
- Ensured the safety and security of property by conducting routine patrols, monitoring surveillance systems (CCTV, alarms), and investigating unusual activity with close attention to detail.
- Managed access control and served as on-site point of contact for clients, vendors, and contractors, facilitating smooth facility operations.
- Managed access control and served as on-site point of contact for clients, vendors, and contractors during facility operations.
- Conducted regular inspections of premises to identify potential security risks, proactively ensuring a safe environment for all occupants.
Concierge
Harmony at Falls Run
Fredericksburg
01.2018 - 09.2021
- Cultivated a premium environment, going above and beyond to assist guests with special requests, dining reservations, and event tickets, resulting in exceptional guest satisfaction.
- Managed front desk operations for 160-unit senior living community, greeting residents and visitors and coordinating move-in logistics.
- Resolved resident concerns, de-escalating disputes related to maintenance requests, billing inquiries, and service complaints while coordinating with property management.
- Coordinated property tours for prospective residents, highlighting community value and culture to enhance engagement.
- Collaborated across departments to ensure seamless operations during high-traffic periods, improving overall service delivery.
Night Auditor
The Courtyard
Fredericksburg
10.2016 - 10.2018
- Operated front desk independently during overnight shifts, handling guest check-ins, service requests, and emergency responses.
- Operated front desk independently during overnight shifts, handling guest check-ins, service requests, and emergency response as sole on-site staff.
- Managed all front desk communications and guest inquiries, ensuring that late-night arrivals and requests were handled with the same level of care as daytime guests.
- Managed front desk communications and guest inquiries, addressing late-night arrivals and requests with care to maintain high guest satisfaction.
- Upheld the professional appearance and cleanliness of the lobby and front desk area, ensuring a pristine environment for all guests.
Education
High School Diploma -
North Stafford High School
Stafford, VA06-2004
Skills
- Guest relations and service recovery expertise
- Shift coordination and needs assessment skills
- Technical proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
- Active listening and problem-solving abilities
- decision-making and de-escalation techniques
- dependable operational autonomy during overnight shifts
- guaranteed quality assurance controls
- efficient recordkeeping and CRM documentation
- effective call center operations and management
- effective escalation management strategies
- documentation and report generation skills
- efficient shipping and logistics handling
- office equipment proficiency and typing skills
- timely time management strategies
- effective multichannel communication techniques
- group collaboration and promotional support capabilities
- a calm demeanor in high-pressure situations
- effective insurance process management skills
- guidance in team leadership and product recommendations
Timeline
Customer Service Representative
Liberty Mutual Insurance
09.2021 - Current
Security Supervisor
Securitas Security
03.2018 - 09.2021
Concierge
Harmony at Falls Run
01.2018 - 09.2021
Night Auditor
The Courtyard
10.2016 - 10.2018
High School Diploma -
North Stafford High School