Jacquelyn Wright
Aurora,IL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
American Water
05.2016 - Current
- Responded to customer requests for products, services and company information.
- Answered constant flow of customer calls with minimal wait times.
- Answered over 100 customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Reached out to customers after completed sales to suggest additional service or product purchases and inquire about needs or concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
Medical Billin G/Customer Care Specialist
ATI Physical Therapy
Bolingbrook, IL
11.2015 - 02.2016
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Used exceptional communication to connect with customers, assess needs and present solutions.
- Verified accuracy of customer account information and updated when necessary.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Managed billing, service and account issues for medical insurance customers.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations
Billing Data Entry Clerk
Cintas Fire Protection
Aurora, Il
04.2015 - 07.2015
- Tran-scripting paper-based records to computer files
- Comparing inputted data with source documents
- Inputting client information, surveys, and statistics data into in-house system & excel spreadsheets
- Data entry alpha, numeric and 10 key
- 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.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Admin Support
Gripple Inc
Aurora, IL
10.2014 - 01.2015
- Answered over 50 customer phone calls for pricing, order inquires and tracking information
- Supported outside sales team by providing administrative support via phone/email
- Responsible for receiving, processing and verifying customer purchase orders for accuracy
- Worked with the production team to get purchase orders manufactured and shipped in a timely manner
- Resolved customer order changes or complaints via phone/email and communicating said changes/complaints to the appropriate personnel/departments
- Responsible for invoicing shipments in a timely manner
- Maintained existing customer relationships with quality service via phone/email
- Participated and provide insight as a member of the customer service team
- The team's objectives are to continually develop and recommend changes to existing methods and systems to increase accuracy, efficiency and responsiveness of the customer service department as a whole
Customer Service Specialist
Dovenmuehle Mortgage
11.2013 - 02.2014
- Payment processing including mail payments through lockbox also via internet and telephone
- Handled Escrow analysis as well as bill collection for property taxes, hazard insurance and flood insurance
- Discussed adjustable rates for customers also processed payoff statements and release information for clients
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Answered average of 100 calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
- Assisted customers with needs such as opening accounts, depositing or transferring funds, updating account details and signing up for new services.
Finance Customer Care Specialist
City of Naperville
01.2013 - 10.2013
- Responsible for processing a large volume of utility and miscellaneous receivables payments by mail and assisting high volume of customers
- General office procedures and basic computer operations performed
- Knowledge of MS office software
- Received and processed high volume of phone calls from external customers to obtain information from departments while maintaining accurate data
- Responded to external customer request, questions and complaint by telephone
- Entered utility receivable information into system by initiating, transferring, adjusting or terminating services
- Records and collects fees for new or existing customers
- Assisted account representatives on dilly work as needed
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Defused customer concerns with exceptional conflict and problem resolution skills.
- Verified accuracy of customer account information and updated when necessary.
Medical Data Entry Specialist
Central DuPage Hospital
11.2011 - 02.2012
- Entered all patients' data information into new computer software system for insurance billing
- Verified patient insurance information as well as basic customer information for medical code billing
- Processed billing inquiries and data entry on daily basis
- Scanned documents and saved in database to keep records of essential organizational information.
- Added documents to file records and created new records to support filing needs.
Customer Service Representative
Central Graphic Designs
03.2011 - 10.2011
- Provided support to the sales team ensuring all sales and service objectives were met
- Responsible for customer service duties included answering customer queries, problem solving and providing detailed information on new products
- Worked with new customers in the development of new accounts and implementation of new systems
- Resolved product issues and shared benefits of new technology
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
Consumers Affairs Associate
First Alert
09.2010 - 02.2011
- Handled daily operations of technical support for smoke detectors
- Assisted customer on how to reset alarms as well as determine life expectancy for detectors
- Cross-trained and provided back up for customer service team when needed
- Processed replacement warranty orders for customers.
- Prepared and submitted regulatory file applications and supporting documentation.
- Received, researched and resolved consumer inquiries.
Customer Service/Billing Specialist
LTD Commodities
04.2007 - 07.2009
- Worked in an inbound call center position that had a high volume workload environment
- Executed dilly operations of claims for customer such as locating payments that were not received
- Handled all customer inquiries, complaints and billing questions
- Provided assistance for the warehouse division on products and services
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Used data entry skills to accurately document and input statements.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Representative
R & B Construction
09.2004 - 11.2006
- Executed daily operations of contract orders for employers to discuss with customers
- Negotiated agreements for the employer and customers on cost for materials as well as labor Faxing, filing and data entry performed
- Built long-term, loyal customer relations by providing top-notch service and detailed order, account and service information.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
Customer Service Representative
AT & T Wireless
02.2002 - 03.2003
- Handled high intense volume of calls for wireless customers
- Processed new service orders for customers and utility payments
- Data entry performed, faxing, filing and emailed inquiries for billing history
- Notified customers of policies for returns and exchanges
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Offered technical support for online purchases and helped customer navigate website to facilitate buying process.
- Processed customer order, quote and return transactions and offered additional products and services.
- Monitored scheduled shipment dates to promote timely product delivery and increase customer satisfaction.
Education
GED -
East Aurora High School
Aurora, IL05.1995
No Degree - Computer Training
Milwaukee Area Technical College
Milwaukee, WI09.2000
Skills
- Building Customer Trust and Loyalty
- Customer Data Confidentiality
- Customer Account Management
- Calm and Professional Under Pressure
- Understanding Customer Needs
- Data Entry and Maintenance
- Issue and Complaint Resolution
- Inbound and Outbound Calling
Timeline
Customer Service Representative
American Water
05.2016 - Current
Medical Billin G/Customer Care Specialist
ATI Physical Therapy
11.2015 - 02.2016
Billing Data Entry Clerk
Cintas Fire Protection
04.2015 - 07.2015
Customer Service Admin Support
Gripple Inc
10.2014 - 01.2015
Customer Service Specialist
Dovenmuehle Mortgage
11.2013 - 02.2014
Finance Customer Care Specialist
City of Naperville
01.2013 - 10.2013
Medical Data Entry Specialist
Central DuPage Hospital
11.2011 - 02.2012
Customer Service Representative
Central Graphic Designs
03.2011 - 10.2011
Consumers Affairs Associate
First Alert
09.2010 - 02.2011
Customer Service/Billing Specialist
LTD Commodities
04.2007 - 07.2009
Customer Service Representative
R & B Construction
09.2004 - 11.2006
Customer Service Representative
AT & T Wireless
02.2002 - 03.2003
GED -
East Aurora High School
No Degree - Computer Training
Milwaukee Area Technical College
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