Jacqueline McDonald
Runnemede,New Jersey
Summary
I am an aspiring Administrative Manager. I am a Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. I have 10+ years experience in Customer Service bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Customer Experience Coordinator
Virtua Health System
08.2022 - Current
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Implemented and developed customer service training processes.
- Cross-trained and backed up other customer service managers.
- Provided non clinical patient care within emergency department trauma unit.
- Streamlined communication channels for better customer experience, implementing efficient CRM systems.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Blue Cross And Blue Shield
12.2020 - 08.2022
- Maintained and managed customer files and databases.
- Documented and detailed calls and complaints using call center's CRM database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer calls and emails to answer questions about products and services.
- Investigated and resolved accounting, service and delivery concerns.
- Boosted customer service satisfaction ratings through consistent quality control.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
Child Care Supervisor
Kool Kidz World
02.2011 - 12.2019
- Improved staff performance through regular evaluations, feedback sessions, and ongoing training opportunities.
- Established and optimized program schedules to cover planned needs while capitalizing on opportunities to improve student learning.
- Enhanced child safety by implementing and enforcing strict guidelines for staff supervision and playground activities.
- Increased enrollment numbers by conducting outreach programs and marketing efforts targeting local families.
- Managed budgetary constraints effectively by monitoring supply inventory levels closely to reduce waste while maintaining high-quality resources for children''s use.
- Attended professional meetings and conferences to maintain and improve professional competence.
- Ensured compliance with state licensing regulations through diligent record-keeping practices and adherence to established policies.
Education
Bachelor of Science - Health Administration
University of Phoenix
Tempe, AZ01.2026
Skills
- Database Management
- Retail store support
- Key holder experience
- De-Escalation Techniques
- CRM Software
- Computer Skills
- Multi-Line Phone Systems
- Service Upselling
- Quality Control
- Microsoft Office
- Remote Office Availability
- Staff education and training
- Administrative and Office Support
- Epic trained
Timeline
Customer Experience Coordinator
Virtua Health System
08.2022 - Current
Customer Service Representative
Blue Cross And Blue Shield
12.2020 - 08.2022
Child Care Supervisor
Kool Kidz World
02.2011 - 12.2019
Bachelor of Science - Health Administration
University of Phoenix
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