Jacqueline Lopez
Rochester,NY
Summary
Customer-focused support professional with 4+ years of experience delivering high-quality service in fast-paced environments. Proven ability to troubleshoot technical issues, resolve 98% of customer concerns on first contact, and maintain a 93% customer satisfaction rating while handling 100+ daily interactions. Strong communicator with a passion for helping others, simplifying complex technology, and creating positive customer experiences. Adaptable, detail-oriented, and eager to contribute to a dynamic team environment.
Overview
7
7
years of professional experience
Work History
CDPAP Caregiver
CDPAP
Rochester, NY
05.2024 - Current
- Provide daily personal care, including hygiene assistance, mobility support, and medication management
- Assist with scheduling appointments and coordinating transportation
- Maintain a clean, safe living environment through housekeeping and organization
- Engage the client in enriching activities to promote mental and emotional well-being
- Offer consistent companionship and emotional support
Mobile Call Agent
Spectrum Mobile
Rochester, NY
01.2023 - 09.2024
- Handled an average of 100 high-volume inbound and outbound customer calls per day regarding mobile services, billing, and technical support
- Resolved 98% of customer issues on the first call, improving efficiency and customer experience
- Maintained a 93% customer satisfaction score through professional, empathetic service
- Educated customers on products, services, and account features to improve satisfaction and retention
- Troubleshot mobile device and service issues, providing step-by-step guidance
- Maintained accurate records of customer interactions and account updates
- Consistently met or exceeded performance metrics, including call time and resolution rate
Security Officer
Blackhawk Security and Investigations
Rochester, NY
02.2023 - 08.2023
- Monitored premises through patrols and surveillance to ensure safety and prevent incidents
- Controlled access by verifying identification and managing entry points
- Responded quickly to emergencies, minimizing risk and ensuring safety
- Documented incidents with detailed, accurate reports
- Enforced policies and handled conflicts professionally
Guest Advocate
Target
Rochester, NY
01.2022 - 08.2022
- Delivered high-quality customer service in a fast-paced retail environment
- Assisted customers with inquiries, purchases, and issue resolution
- Handled high-volume communications (calls, emails, in-person requests)
- Maintained knowledge of products and services to provide accurate recommendations
- Supported team operations and assisted leadership when needed
Delta Technician
Delta Sonic Car Wash Systems
Rochester, NY
04.2019 - 09.2021
- Performed maintenance, diagnostics, and troubleshooting of equipment
- Ensured quality standards and customer satisfaction
- Completed service reports and maintained accurate records
- Managed tasks efficiently to meet production goals
Education
Bachelor of Science - Animal Science
The Ohio State University
Columbus, OH05-2030
Skills
- Elderly care
- Bilingual: English & Spanish
- Team Collaboration
- Professionalism & Reliability
- Microsoft Office (Word, Excel, Outlook, PowerPoint)
- Dependable and responsible
- Time Management & Multitasking
- Attention to Detail
- Problem-solving
- Adaptability in Fast-Paced Environments
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
CDPAP Caregiver
CDPAP
05.2024 - Current
Security Officer
Blackhawk Security and Investigations
02.2023 - 08.2023
Mobile Call Agent
Spectrum Mobile
01.2023 - 09.2024
Guest Advocate
Target
01.2022 - 08.2022
Delta Technician
Delta Sonic Car Wash Systems
04.2019 - 09.2021
Bachelor of Science - Animal Science
The Ohio State University
Interests
- Community Cleanup
- Knitting and Crocheting
- I participate in a variety of outdoor recreational activities
- Animal Care
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Reading