Jacquelyn Woods
Waco,TX
Summary
Accomplished professional with over 25 years of experience in administrative support and staff supervision. Proven ability to enhance workflow efficiency in high-volume call centers and office environments. Currently seeking a transition into a customer service role focused on direct client engagement and service delivery.
Overview
27
27
years of professional experience
Work History
Broadband Dispatch Supervisor
Astound Communications
Waco, Texas
05.2018 - Current
- Supervised daily dispatch operations to ensure efficient communication service delivery.
- Scheduled, assigned, and monitored dispatcher tasks for optimal workflow.
- Maintained accurate employee attendance records to track productivity.
- Resolved customer complaints promptly to maintain satisfaction.
- Monitored incoming calls to verify proper handling.
- Adjusted call priorities on dispatch board based on caller needs.
Team Leader
Astound Communications
Waco, Texas
11.2017 - 05.2018
- Coordinated interdepartmental communication to align project goals and enhance collaboration.
- Mediated team conflicts to maintain a positive work environment and support team cohesion.
- Addressed customer complaints effectively while delivering high-quality service.
- Earned promotion to leadership position through demonstrated work ethic and strong customer service.
Phone Dispatcher
Astound Communications
Waco, Texas
10.2016 - 11.2017
- Streamlined workflow by communicating effectively with field technicians to enhance coordination.
- Leveraged dispatch software to track and manage work orders in real-time, improving response times.
- Handled high call volume while maintaining accuracy in data entry to support operational integrity.
Back Office Coordinator
Time Warner Cable
Waco, Texas
06.2011 - 05.2016
- Streamlined office operations, enhancing daily workflow efficiency.
- Delivered comprehensive administrative support, facilitating interdepartmental collaboration.
- Processed invoices and coded documents, ensuring compliance with company standards.
Lobby Supervisor
Time Warner Cable
Waco, Texas
10.2006 - 06.2011
- Supervised lobby staff to enhance customer service and satisfaction.
- Coordinated daily operations to streamline lobby management and improve guest experiences.
- Resolved customer inquiries and issues promptly, contributing to positive guest feedback.
Finance Clerk
Time Warner Cable
Waco, Texas
09.2003 - 10.2006
- Processed invoices and maintained accurate financial records for the organization.
- Prepared bank deposits, balanced accounts receivable ledgers, and other bookkeeping duties.
- Assisted accounting department with financial recordkeeping for external audits.
- Executed various bookkeeping duties to ensure accuracy and compliance.
Phone Representative
Time Warner Cable
Waco, Texas
08.1999 - 09.2003
- Fostered positive interactions with diverse customers, enhancing overall service experience.
- Performed follow-up calls to verify customer satisfaction, reinforcing commitment to service quality.
- Employed probing questions to identify service requirements and accurately entered data into electronic systems.
Education
High School Diploma -
University High School
Waco, TX05-1983
Some College (No Degree) -
University of Phoenix
Tempe, AZSome College (No Degree) - Business Administration
McLennan Community College
Waco, TXSkills
- Dispatch operations
- Field personnel oversight
- Schedule management
- Task management
- Work order processing
- Reporting processes
- Multitasking
- Team collaboration
- Customer service
- Software proficiency - ICOMS, Arris, Aspect, Alvaria, CSG-FSM
Timeline
Broadband Dispatch Supervisor
Astound Communications
05.2018 - Current
Team Leader
Astound Communications
11.2017 - 05.2018
Phone Dispatcher
Astound Communications
10.2016 - 11.2017
Back Office Coordinator
Time Warner Cable
06.2011 - 05.2016
Lobby Supervisor
Time Warner Cable
10.2006 - 06.2011
Finance Clerk
Time Warner Cable
09.2003 - 10.2006
Phone Representative
Time Warner Cable
08.1999 - 09.2003
High School Diploma -
University High School
Some College (No Degree) -
University of Phoenix
Some College (No Degree) - Business Administration
McLennan Community College