Summary
Overview
Work History
Education
Skills
Timeline
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Jacqueline Wilson

Pueblo,CO

Summary

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Overview

12
12
years of professional experience

Work History

Customer Care Representative

Xcel Energy
05.2022 - Current
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Maintained accurate and current customer account data with manual forms processing and digital information updates.
  • Educated clients on account services and resolved client inquiries regarding statement information and account balances.
  • Logged call information and solutions provided into internal database.
  • Coordinated timely responses to online customer communication and researched complex issues.

Customer Service Representative

AAA Auto Club Group
06.2021 - 02.2022
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Provided primary customer support to internal and external customers.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.

Customer Service Representative

Aerotek
11.2019 - 11.2020
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services and company information.
  • Recommended products to customers, thoroughly explaining details.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Provided information regarding charge accounts and loyalty programs.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Delivered prompt service to prioritize customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
  • Maintained up-to-date knowledge of product and service changes.
  • Answered average of 90 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.

Administrative Assistant

GSA Contractor
07.2010 - 10.2019
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Organized weekly staff meetings and logged minutes for corporate records.
  • Monitored premises, screened visitors, updated logs and issued passes to maintain security.
  • Maintained staff directory and company policy handbook for human resources department.
  • Created detailed expense reports and requests for capital expenditures.
  • Edited subcontractor proposals, project punch lists, transmittals and memorandums for organizational support.

Education

Paralegal Certificate - Legal

Edutech
Clearwater, FL
06.2000

Skills

  • Information Updates
  • Upbeat and Positive Personality
  • Upselling Products and Services
  • Issue and Complaint Resolution
  • Responding to Difficult Customers
  • Customer Account Management
  • Online Chat
  • Understanding Customer Needs
  • Building Customer Trust and Loyalty
  • Efficient and Detail-Oriented
  • Calm and Professional Under Pressure
  • Data Entry and Maintenance
  • Call Documentation
  • Order and Refund Processing
  • Data Evaluation
  • Customer Data Confidentiality
  • POS Inventory System Operation
  • Call Volume and Quality Metrics
  • Data Communications
  • Maintaining Database Information
  • Invoice Preparation and Processing
  • Administrative and Office Support
  • Document and Records Management
  • Documentation

Timeline

Customer Care Representative

Xcel Energy
05.2022 - Current

Customer Service Representative

AAA Auto Club Group
06.2021 - 02.2022

Customer Service Representative

Aerotek
11.2019 - 11.2020

Administrative Assistant

GSA Contractor
07.2010 - 10.2019

Paralegal Certificate - Legal

Edutech

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Jacqueline Wilson