Jacquelyn Svinicki
Grass Lake,MI
Summary
Dynamic customer service professional with a proven track record at Sam’s Club, excelling in problem resolution and customer relations. Skilled in cross-selling and upselling, I foster strong client relationships, enhancing satisfaction and loyalty. My adaptability and empathy drive successful outcomes in fast-paced environments, ensuring exceptional service and repeat business.
Overview
23
23
years of professional experience
1
1
Certification
Work History
CSR, Sales
Mechanical Extremes Heating and Cooling LLC
05.2023 - 09.2025
- Learned company products and services to provide effective support to clients.
- Handled customer complaints, ensuring timely resolution and satisfaction.
- Built strong relationships with clients, leading to repeat business and referrals.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Presented professional image consistent with company's brand values.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
CSR, Sales
AireServ of Southern Michigan
09.2017 - 04.2023
- Assisted customers with product inquiries and order processing.
- Maintained accurate records of customer interactions and transactions.
- Collaborated with team members to enhance sales strategies and service quality.
- Supported promotional campaigns by communicating offers to potential customers.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Utilized CRM tools effectively to track customer interactions and maintain accurate records.
- Participated in ongoing training programs to stay current on industry trends, products, and best practices.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
CSR/MARKETING LEAD
Sam’s Club
03.2003 - 05.2018
- Managed customer inquiries and resolved issues through effective communication.
- Developed training materials to enhance team knowledge and service quality.
- Streamlined complaint resolution processes, improving customer satisfaction ratings.
- Analyzed customer feedback to identify trends and recommend service improvements.
- Mentored junior staff on best practices for customer engagement and issue resolution.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Assisted customers with account set-up, enabling smooth transitions into using the company''s products or services.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Collaborated with management to develop strategies for enhancing overall customer experience.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
- Served as a liaison between internal teams and customers during critical situations, facilitating open communication channels for swift issue resolution.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and backed up other customer service managers.
- Created and maintained detailed database to develop promotional sales.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
Lake Elsinore Union High School
Lake Elsinore, CA06-1984
Skills
- Cross-selling and upselling
- Data entry proficiency
- Empathy and patience
- Performance tracking
- Strong negotiation skills
- Goal-oriented mindset
- Customer relations
- Product knowledge
- Problem resolution
- Service upselling
- Product sales
- Scheduling
- Follow-up skills
- Active listening
- Customer service
- Adaptability and flexibility
- Money handling
- Computer proficiency
- Payment processing
- Paperwork processing
- Filing
Accomplishments
Power Selling Pro's Certification 1 & 2
Top Sales at Sam's Club and Airserv.
Certification
7 Reginal Award Certificates from AirServ
Timeline
CSR, Sales
Mechanical Extremes Heating and Cooling LLC
05.2023 - 09.2025
CSR, Sales
AireServ of Southern Michigan
09.2017 - 04.2023
CSR/MARKETING LEAD
Sam’s Club
03.2003 - 05.2018
High School Diploma -
Lake Elsinore Union High School
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