Jacquelyn Bauer
Seattle,WA
Summary
UPDATE BASED ON THE JOB YOU'RE APPLYING FOR
Overview
9
9
years of professional experience
Work History
Contact Center Supervisor
Benefits Data Trust
03.2022 - Current
- Coach and counsel a team of up to 10 Benefits Outreach Specialists
- Maintain constant understanding of government contract goals and priorities, resource planning metrics and scheduling, and surveillance of task adherence
- Communicate trends within the call center to upper management, state partners or responsible departments to promote swift solutions
- Monitor interactions based on quality control standards and communicate areas of opportunity when applicable
- Host bi-monthly coaching/counseling sessions with each specialist to provide a high level of support, constructive feedback, recognition, tips and more
- Host bi-monthly team meetings to perpetuate culture and connection within a remote environment as well as communicate relevant team metrics, goals, and reminders
- Operate independently as a help desk channel to advice 'speed bumps' within the call volume and/or assist specialist to appropriate resources
- Strategically delegate and innovate opportunities for professional development within specialists responsibilities
- Counsel clients who require elevated levels of support.
Benefits Outreach Specialist
Benefits Data Trust
01.2021 - 03.2022
- Retain ever evolving knowledge of a variety of benefits in order to screen, combat stigma and navigate complex applications/situations
- Maintain clear and confident communication with clients of all levels of understanding
- Communicate trends within the call volume to assure they are appropriately elevated
- Place outbound calls when necessary to confirm information or benefit status
- Provide useful feedback to fellow specialists, trainers, and management, etc
- Participate in meetings with a variety of different groups across the organization to remain informed and promote morale.
Corporate Office Wholesale Manager/Inventory Controller
Cuban Stock Cigars
08.2020 - 01.2021
- Enter all existing product and customer data; update as necessary
- Maintain all customer relations with wholesale customers nationwide via phone, email and mail
- Assure retailers (customers) are legitimate and qualified to receive tobacco products based on specific state regulations
- File retailer licensing and authorization forms, and assure appropriate steps are taken once expired
- Oversee and fulfill all wholesale orders accurate and timely
- Apply strategic selling strategies to extend a retailer's selection of our product, such as strategically sending promotional items to retailers based on prior orders and conversational tactics
- Confirm payments are received and processed prior to shipping unless other terms apply
- Craft precise and modest orders to be submitted to our international factory to assure we are stocked, but do not import surplus inventory
- Collect product inventory numbers monthly, and adjust all stock on hand electronically to improve system accuracy
- Adjust product inventory when new shipments are imported
- Maintain communication and see through claims for lost or missing packages
- Light cleaning such as vacuuming, disinfecting, trash, etc.
Associate Manager
Life Storage
10.2018 - 08.2020
- File paperwork and maintain regulations to keep our location up to date and within necessary township and/or state requirements
- Assure that each customer or potential customer's needs are met and that their experience is stress-free and productive
- Strategically promote rental trucks and merchandise
- Maintain budget and keep track of sales results categorically to forecast future improvements
- Order, organize, and keep inventory on staff supplies as well as all merchandise available for purchase
- Follow up with leads on new tenants using appropriate sales tactics to promote storing with us versus any competitor
- Process and file Rental Agreements, Information Updates, Incident Reports, all appropriate addendums, etc
- Maintain quality of facility grounds through routine maintenance from simplicities as sweeping/mopping to scheduling maintenance in regards to HVAC, security, elevator, plumbing, solar panels, and more
- Execute lien/public auction process on delinquent spaces to the state and company guidelines
- Place frequent and effective collection calls to customers displaying a past due balance on their account
- Any/all other miscellaneous tasks necessary to keep business moving profitably, safely, and effectively
Medical Receptionist
B Positive Blood Services
01.2018 - 10.2018
- Greet and attend to all donor inquiries and concerns to assure they are happy, comfortable, and informed
- Verify donor identification by legitimizing required legal documentation
- Schedule/confirm appointments and follow up missed appointments with a courtesy call/reminder
- Process new donor information and input any issues or activities as necessary
- Administer each new donor with a Medical Health Questionnaire
- Communicate delays or areas of concern to appropriate departments (ex. Nurses, Center Management, Phlebotomy)
- Maintain a clean, pristine, and welcoming waiting area
- Tend to donors' needs over the telephone while maintaining HIPAA regulations
- Restock, order, and prepare supplies as necessary.
Receptionist
Restaurant Depot
03.2017 - 01.2018
- Provide customer service at a universal help desk in a very fast-paced environment
- Answer or direct incoming phone calls as needed for customer inquiries and assistance (up to 10 lines)
- Execute and file price adjustments, returns, voids, etc
- Create and issues new memberships and files corresponding tax exemption paperwork
- Upkeep refreshment area.
Key Holder
Payless Shoesource
05.2015 - 03.2017
- Held full responsibility of opening and closing procedures in the absence of the store manager
- Actively met customers' needs in a manner that is intended to promote sales
- Multitasked to execute precise posted advertising and overall cleanliness of the store
- Assured racks stay full and according to floor plan based on season/style/color/size/etc
- Coached fellow associates on suggestive sales/exceptional customer service tactics/procedures
Education
High School Diploma -
Camden County Technical Schools
Sicklerville, NJSkills
- Managerial skills including coaching, supporting performance improvement and professional development
- Excellent communication skills in a variety of circumstances including sales, public speaking, written communications, leading team discussions and presenting to stakeholders
- Strong history and proficiency providing customer service
- Conflict resolution
- Critical thinker
- Highly organized and able to prioritize multiple streams of work
- Able to manage social media content
- Data management and scheduling
Timeline
Contact Center Supervisor
Benefits Data Trust
03.2022 - Current
Benefits Outreach Specialist
Benefits Data Trust
01.2021 - 03.2022
Corporate Office Wholesale Manager/Inventory Controller
Cuban Stock Cigars
08.2020 - 01.2021
Associate Manager
Life Storage
10.2018 - 08.2020
Medical Receptionist
B Positive Blood Services
01.2018 - 10.2018
Receptionist
Restaurant Depot
03.2017 - 01.2018
Key Holder
Payless Shoesource
05.2015 - 03.2017
High School Diploma -
Camden County Technical Schools