Jacqueline Quintanilla
Wichita,KS
Summary
Adept in bilingual communication and multi-line phone management, I significantly enhanced customer satisfaction at 5 Star Call Center by swiftly resolving complaints and mastering product knowledge. My professional demeanor and decision-making skills have consistently led to positive outcomes, showcasing my commitment to excellence in customer service.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
5 Star Call Center
Wichita, KS
11.2021 - 03.2024
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Answered customer inquiries via phone, email, and chat.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
Customer Service Representative
Marriott International, Inc.
Wichita, KS
10.2019 - 10.2021
- Answered inbound calls, chats and emails to facilitate customer service.
- Strengthened customer retention by offering discount options.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Assisted customers with their travel arrangements, such as hotel accommodations.
- Ensured compliance with applicable laws and regulations related to booking activities.
- Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
Captionist
Hamilton Relay Telecommunications
Wichita, KS
09.2018 - 08.2019
- Transcribed pre-recorded proceedings in accordance with established formats.
- Adjusted playback speed or quality when necessary to ensure accurate transcription of dialogue.
- Captioned telephone conversations verbatim to facilitate accurate communications.
Cashier
Kwik Shop
Wichita, KS
08.2014 - 07.2018
- Verified that customers were of legal age to purchase alcohol or tobacco products.
- Stocked shelves with merchandise when needed.
- Kept records of purchases; maintained orderly appearance of checkout area; restocked supplies as needed.
- Trained and mentored new cashiers to maximize performance with skilled, efficient and knowledgeable team members.
- Maintained work area and kept cash drawer organized.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Collected payments and provided accurate change.
Cashier
Wendys Restaurant
Wichita, KS
08.2014 - 07.2018
- Kept work area clean and organized throughout shift.
- Handled advanced thawing and food pre-preparation for upcoming meals.
- Processed takeout orders correctly while providing accurate information about the order status.
- Monitored food preparation times closely so that dishes could be served hot at the right time.
Education
High School Diploma -
Derby High School
Derby, KS05-2014
Skills
- Positive and professional
- Decision-making
- Support case resolution
- Call escalation
- Critical thinking
- Complaint resolution
- Call center experience
- Multi-line phone talent
- Email management
- Quality control
- Multitasking
- Bilingual (English / Spanish)
Timeline
Customer Service Representative
5 Star Call Center
11.2021 - 03.2024
Customer Service Representative
Marriott International, Inc.
10.2019 - 10.2021
Captionist
Hamilton Relay Telecommunications
09.2018 - 08.2019
Cashier
Kwik Shop
08.2014 - 07.2018
Cashier
Wendys Restaurant
08.2014 - 07.2018
High School Diploma -
Derby High School
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