Summary
Overview
Work History
Education
Skills
Timeline
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Jacqueline Loftis

Jacqueline Loftis

Denver,CO

Summary

Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.

Overview

29
29
years of professional experience

Work History

Customer Service Representative

Squeaks Services Plumbing Heating and HVAC
09.2024 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.

Customer Service Representative

Mr Rooter Plumbing And Heationg
08.2023 - 08.2024
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Receptionist

St Andrews Village
05.2018 - 12.2018
  • Greeting and assisting residents, visitors, and staff based on individual needs. Directing phone calls to desired locations throughout the facility. Informing front desk manger of residents daily tasks.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Responded to inquiries from callers seeking information.
  • Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.

Outbound Call Center

Discovery Research Group
11.2016 - 02.2018
  • Expediting phone calls to various businesses to receive information about products.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Organized and detail-oriented with a strong work ethic.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Customer Service

Full Circle Media
06.1996 - 05.2013
  • Assisted contractors on troubleshooting any questions for customers inquiring about using warranties on purchased products
  • Received superior customer service satisfaction scores for 100 consecutive quarters.
  • Executed top-notch customer service and assistance for 100 contractors.

Education

Diploma -

Aurora Central Highschool
Aurora, CO
01.1979

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Communication
  • Interpersonal
  • Negotiation
  • Problem Solving
  • Time Management
  • Adaptability

Timeline

Customer Service Representative

Squeaks Services Plumbing Heating and HVAC
09.2024 - Current

Customer Service Representative

Mr Rooter Plumbing And Heationg
08.2023 - 08.2024

Receptionist

St Andrews Village
05.2018 - 12.2018

Outbound Call Center

Discovery Research Group
11.2016 - 02.2018

Customer Service

Full Circle Media
06.1996 - 05.2013

Diploma -

Aurora Central Highschool

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Jacqueline Loftis