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
Mount Holly, NJ
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
Wallingford, CT
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
Maple Shade Township, NJ
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