Jacqueline Lewis
Marietta,Georgia
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Customer-focused professional with a background in customer service roles. Known for providing top-notch client support while maintaining high levels of customer satisfaction and loyalty. Strengths include exceptional communication, problem-solving skills, and ability to handle multiple tasks simultaneously. Proven track record of consistently improving operational processes to enhance the overall customer experience.
Overview
1
1
year of professional experience
Work History
Financial Aid Advisor
Anthology/Blackboard
Boca Raton, FL
05.2024 - 09.2024
- My daily responsibilities included but were not limited to answering inbound calls from students who had questions regarding their financial aid.
- Provided guidance to students on the cost of attending college and various types of financial aid available.
- Assisted with completing FAFSA forms, loan documents, promissory notes and other related paperwork.
- Explained the differences between federal, state, institutional, private and alternative loans.
- Collaborated with university personnel to resolve billing disputes or discrepancies in student accounts.
- Maintained accurate records of all transactions related to student financial assistance activities.
- Responded promptly to inquiries from students regarding their financial aid packages.
- Evaluated appeals submitted by students seeking additional funds due to special circumstances.
- Provided one-on-one counseling to students regarding financial aid program options and requirements.
- Informed customers of loan application requirements and deadlines.
Financial Aid Advisor
Anthology, Inc.
Boca Raton, FL
07.2023 - 09.2024
- Reviewed financial aid applications and verified accuracy of information provided by applicants.
- Provided guidance to students on the cost of attending college and various types of financial aid available.
- Assisted with completing FAFSA forms, loan documents, promissory notes and other related paperwork.
- Explained the differences between federal, state, institutional, private and alternative loans.
- Researched new policies and procedures for awarding funds to ensure compliance with regulations.
- Processed requests for additional funding; evaluated extenuating circumstances to determine need-based awards or adjustments in existing awards.
- Maintained accurate records of all transactions related to student financial assistance activities.
- Responded promptly to inquiries from students regarding their financial aid packages.
Tax Advisor
Turbo Tax
Tucson, AZ
02.2024 - 04.2024
- Provided tax advice and guidance to clients regarding investments, deductions, credits, and other relevant matters.
- Assisted in the preparation of complex tax returns for individuals, businesses, and trusts.
- Reviewed financial statements to determine accuracy of reported income and expenses.
- Analyzed client's financial information to ensure compliance with federal, state, and local regulations.
- Developed strategies to minimize clients' overall tax liability through proper planning techniques.
- Ensured timely filing of all required documents with the IRS and state agencies as needed.
- Identified potential areas of non-compliance with existing tax laws by reviewing past returns and records.
- Participated in continuing education programs related to taxation matters in order to stay abreast of changing laws.
- Reviewed previous year's returns for errors or missed opportunities which may result in refunds or additional savings.
- Advised clients to comply with IRS regulations and meet state and federal tax obligations.
- Communicated with federal and state tax agencies to obtain best resolution for clients.
- Implemented electronic filing procedures to streamline tax return processing and reduce errors.
- Resolved client tax issues by investigating discrepancies and implementing corrective actions.
- Provided exceptional customer service, addressing client concerns and questions promptly.
Customer Service Advocate
Live Ops
- My responsibilities included verifying member benefits, building a rapport with members daily
- Treating members with dignity and respect, while expressing empathy and compassion on a daily basis was also part of my responsibilities.
- Resolved customer complaints via phone, email, mail or social media.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Greeted and assisted customers with inquiries regarding products and services.
- Developed relationships with customers through friendly conversations.
- Identified potential opportunities to upsell products or services.
- Adhered to all company guidelines when interacting with customers.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Followed up on customer inquiries not immediately resolved.
- Worked closely with other departments to ensure quality customer service delivery.
- Managed incoming calls from customers in a professional manner.
- Responded promptly to customer inquiries in person, by telephone or electronically.
- Analyzed data related to customer service operations such as average handling time per call.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Upheld privacy and security requirements for customer information.
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
- Exceeded company productivity standards on consistent basis.
- Documented customer notes with CRM software to keep records accurate and current.
- Processed customer account changes with proprietary software.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Expressed appreciation for patronage, inviting, and encouraging customer return visits.
Home Health Aide
Synergy Home Care
- My responsibilities included providing companionship, compassion, and care to the elderly
- My tasks included assisting patients with their activities of daily living
- Not only did I deal with patient care, but I also was responsible for communicating with the patient's family.
Education
Associate of Arts - Criminal Justice
University of Phoenix
Tempe, AZ12-2023
Skills
- Computer Proficiency
- Leadership Experience
- Communication Skills
- People Skills
- Critical Thinking
- Analytical
- Team Player
- Flexibility
- Self-Driven
- Dependable
- Clerical skills
- Student Support
- Regulatory understanding
- Microsoft Office
- Attention to Detail
- Customer Relations
- Written Communication
- Task Prioritization
- Time Management
- Computer Literacy
- Data Entry
- Oral and Written Comprehension
- Customer service-focused
- Organizational Skills
References
References available upon request.
Timeline
Financial Aid Advisor
Anthology/Blackboard
05.2024 - 09.2024
Tax Advisor
Turbo Tax
02.2024 - 04.2024
Financial Aid Advisor
Anthology, Inc.
07.2023 - 09.2024
Customer Service Advocate
Live Ops
Home Health Aide
Synergy Home Care
Associate of Arts - Criminal Justice
University of Phoenix
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