JACQUELYN LEE
Jacksonville,Florida
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
12
12
years of professional experience
Work History
Senior Staffing Manager
Randstad USA
10.2022 - Current
- Assisted in the recruitment process by sourcing, screening, and scheduling interviews for candidates, resulting in a 20% increase in the number of qualified candidates hired
- Conducted new hire orientations and onboarding sessions, ensuring a smooth transition for new employees into the company culture and improving retention rates by 15%
- Assisted in the development and implementation of HR policies and procedures, resulting in increased efficiency and a more streamlined HR department
- Assisted in the development and maintenance of HR metrics and reports, providing valuable insights to senior management and contributing to data-driven decision making.
- Use SharePoint to maintain information and documents.
Customer Success Specialist
The Home Depot Pro, Remote
01.2020 - 10.2022
- Increased customer retention rate by 25% through regular check-ins and proactive communication to ensure customer satisfaction
- Achieved 120% of upsell and cross-sell targets by identifying opportunities to expand customer accounts and providing tailored solutions to meet their needs
- Analyzed customer data and metrics to identify trends and make data-driven recommendations for improving customer experience
- Responded to 100+ customer inquiries per week via phone, email, and chat, providing timely and accurate information and resolving issues to maintain high levels of customer satisfaction.
- Use SharePoint to maintain information and documents.
Customer Service Supervisor
The Home Depot Pro, Remote
07.2017 - 01.2020
- Achieved a 10% increase in customer satisfaction scores by implementing new training programs and coaching methods to improve agent performance
- Increased first call resolution rate by 15% by implementing new procedures and providing additional resources to agents
- Improved agent performance by 25% through regular coaching sessions and feedback, resulting in increased productivity and quality of service
- Managed a team of 20+ call center agents, ensuring adherence to schedules, providing leadership and guidance, and resolving issues in a timely and professional manner.
- Maintained performance and call data in SharePoint for Sharing inside organization
Senior Customer Service Representative
Citibank
03.2016 - 07.2017
- Consistently met or exceeded call center metrics, including call handle time, first call resolution rate, and customer retention rate
- Consistently achieved a 90% or higher quality assurance score, demonstrating a commitment to excellence and adherence to company policies and procedures.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Mortgage Loan Officer Assistant
TD Bank
02.2014 - 03.2016
- Increased loan application volume by 30% through the development and implementation of a marketing campaign targeting new and existing clients
- Assisted in the successful processing and closing of 50+ mortgage loans per month, ensuring a smooth and timely process for borrowers and lenders
- Maintained detailed and accurate records of loan applications, including documentation and correspondence with clients and lenders
- Improved customer satisfaction scores by 25% through proactive communication and follow-up with borrowers throughout the loan process
- Conducted in-depth analysis of call center data, identifying trends and areas for improvement to optimize call center performance and increase efficiency.
Customer Service Data Analyst | Contact Center
Convergys
04.2013 - 02.2014
- Conducted in-depth analysis of call center data, identifying trends and areas for improvement to optimize call center performance and increase efficiency
- Provided insights and recommendations to call center management regarding staffing levels, schedule adherence, and workload distribution to optimize call center operations
- Developed and maintained reports using various tools like Excel, SQL, Tableau, and Power BI to analyze call center metrics such as average handle time, first call resolution rate, service level, and customer satisfaction scores
- Analyzed customer data to identify key trends and opportunities for process improvement, leading to a 25% increase in customer retention rates.
Varies Postitions
Aerotek
06.2011 - 02.2014
- Resolved complaints to satisfy customers and encourage future transactions.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
- Engaged with customers to build rapport and loyalty.
Education
High School Diploma -
Samuel W. Wolfson High School
Jacksonville, FL06.2009
Skills
- Systems:
- AS400/ERP/TYSYS
- Systems: Salesforce, Tableau, JIRA, NICE, Kronos, Avaya, Workday, Oracle, XPLOR
- Google Suite , MS Office Products, SQL and Sharepoint
- Health and Safety Management
- KPI Reporting & Process Improvement
- Sales, Account Management, Strategic Planning and Customer implementation
- Technical & Sales Support, Analytical Skills and Customer Experience
- Full Cycle Recruiting, Talent Acquisition
- Customer Data Confidentiality
- Telephone Etiquette
- Livechat Messaging
Timeline
Senior Staffing Manager
Randstad USA
10.2022 - Current
Customer Success Specialist
The Home Depot Pro, Remote
01.2020 - 10.2022
Customer Service Supervisor
The Home Depot Pro, Remote
07.2017 - 01.2020
Senior Customer Service Representative
Citibank
03.2016 - 07.2017
Mortgage Loan Officer Assistant
TD Bank
02.2014 - 03.2016
Customer Service Data Analyst | Contact Center
Convergys
04.2013 - 02.2014
Varies Postitions
Aerotek
06.2011 - 02.2014
High School Diploma -
Samuel W. Wolfson High School
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