Jacqueline Waller-Wade

Engaged with customers requesting cancelation. Utilized active listening and persuasive communication to identify customers needs. Offered customized solutions and successfully retained account.

Delivered exceptional customer service by demonstrating in-depth knowledge of Spectrum's products and pricing to promote additional services, resulting in increased account value through upselling and cross selling.

Maintained a professional and positive demeanor, effectively de-escalating tense situations and building strong rapport to foster loyalty.

Consistently met or exceeded performance metrics, in a high volume call center environment, while adhering to Spectrum's policies and procedures.

Ensured detailed documentation of interactions while managing account.

Managed a high volume of inbound calls to resolve customers billing inquiries. Processed payments and updated account information with 99% accuracy. Navigate multiple systems to research and resolve customers issues related to billing, pricing and service charges. Used empathy and de-escalation skills to handle challenging customer situations ensuring customer satisfaction.

Processed payments, issue credits and adjust billing according to Spectrum's policies and procedures.

Assisted customers with billing, making payments, adding or removing drivers, coverages and exchanging vehicles. Provided customers with quotes and to write customers new rental agreements/contracts. Managed communication with customers through incoming and outgoing calls. Provided exceptional customer service by ensuring customers rental experience from beginning to end was 100% to their satisfaction.

Provided customers with estimates for carpet, tile, hardwood flooring and upholstery cleaning. Scheduled customers cleanings. Handled customers cancelations effectively and initiated incident reports for complaints. Boosted product adoption by promoting protection and deodorizer options. Increased sales by suggesting tailored sealing and coating options. Achieved successful upsell by obtaining either customers consent or three refusal.

Initiate permits and submit to Hillsborough County for inspection by a licensed arborist. Scheduled estimates, jobs and determined staff and equipment required to complete job.

Conducted in person inspections to guarantee customers complete satisfaction. Oversaw financial operations including billing, collections and payroll management. Ensured high quality customer service for customer complete satisfaction.