Jannette McKinley
Winchester,CA
Summary
Dynamic professional with experience in the call center industry. Adept at handling a diverse range of customer inquiries and complaints and providing excellent customer service. Proven track record in resolving customer issues in a timely and effective manner.
Experienced with youth soccer coaching, focusing on skill development and team cohesion. Utilizes effective training methods to improve player performance and teamwork. Track record of fostering positive and motivating environment to enhance individual and team growth.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Assistant Youth Soccer Coach
Chula Vista City SC
01.2024 - 01.2025
- Assisted in maintaining discipline among team members both on the field off the field.
- Actively participated in continuing education opportunities to remain up-to-date on best practices and techniques within the coaching profession.
- Supported player recruitment efforts, resulting in a stronger roster of talented athletes for the team.
- Helped coordinate community outreach events that enhanced the visibility of our youth soccer program within the local area.
- Collaborated with fellow coaches to develop new offensive and defensive tactics that led to more successful gameplay outcomes.
- Assisted head coach with organizing practice sessions and game-day activities, ensuring a smooth team operation.
- Fostered positive relationships with parents, addressing concerns and providing updates on player progress.
Customer Service Call Center Representative
Ascentfunding
06.2021 - 09.2023
- Maintained confidentiality of sensitive customer information at all times
- Created an online helpdesk system that improved efficiency of responding to client inquiries
- Recommended process improvements that led to increased efficiency and cost savings
- Answered incoming customer inquiries in a timely and professional manner
- Maintained up-to-date knowledge of company products and services
- Effectively managed multiple calls simultaneously while maintaining quality service
- Demonstrated ability to prioritize tasks and manage time effectively
- Utilized computer systems to track, gather information, and troubleshoot customer issues
- Developed strategies for improving customer service procedures
- Analyzed data to identify potential areas for improvement within the call center environment
- Assisted colleagues in resolving challenging customer service issues
- Built strong relationships with customers through open communication
- Resolved customer complaints quickly and efficiently
- Ensured customer satisfaction by providing accurate information promptly
- Collaborated with other departments to resolve complex customer inquiries
- Maintained detailed records of customer interactions, transactions, comments and complaints
- Recorded customer interactions in the customer service database
- Utilized problem-solving skills to address customer issues creatively
- Provided technical support to customers via phone, email, and chat
- Ensured efficient and accurate handling of inquiries regarding student loans options, repayment plans, timelines, and performed appropriate account updates/changes
Benefit Customer Service Representative
WillisTowerWatson
09.2019 - 09.2020
- Performed quality assurance checks on all documents prior to submission for processing
- Developed relationships with insurance carriers and other vendors to ensure compliance with government regulations
- Provided guidance on how to maximize use of available resources within the benefit package
- Handled confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
- Skillfully translated health and welfare, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
- Demonstrated strong communication skills while explaining complex information to customers in a clear, concise manner
- Utilized advanced problem solving abilities to troubleshoot issues related to benefits enrollment process
- Interpreted insurance policies for members in order to provide best advice on their benefits needs
- Developed in-depth knowledge of benefit plan options, eligibility criteria and coverage details
- Resolved customer complaints quickly and efficiently while maintaining a positive attitude
Customer Service Representative
Farmers Insurance
08.2013 - 05.2014
- Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
- Responded to telephone inquiries and complaints following standard operating procedures
- Maintained knowledge of company products to provide helpful suggestions and recommendations to customers
- Casualty and Broker, Life and Health Licensed Agent
- Processed applications, payments, corrections, endorsements, and cancellations
- Interviewed prospective clients to learn about their financial needs and to discuss any existing coverage
- Called 10 to 25 warm leads each week to expand client base
- Compiled coverage and rating information in an accessible format
- Prepared necessary paperwork to process insurance sales and renewals
- Followed up with potential clients regarding online information requests
- Called and emailed 5 to 20 lapsed customers each week to inquire about continuing needs
- Researched coverage and premium options and supplied clients with the best coverage available
Insurance Life and Health Agent
Bankers Life and Casualty
02.2013 - 08.2013
- Conducted market research on health insurance policies and trends
- Analyzed client needs and recommended best-fit plans based on individual requirements
- Educated customers about benefits packages available through health life insurance policies
- Ensured that policy requirements were fulfilled, including any necessary medical examinations, and completion of appropriate forms
- Made over 300 cold calls per week, planned and led three to fifteen appointments per week
- Advised customers on financial planning options for long-term care coverage
- Prepared presentations on health life insurance products for potential customers
- Performed data entry tasks related to policy applications, renewals, cancellations
- Developed sales strategies to increase customer base and product awareness
- Maintained detailed records of customer accounts and transactions
- Provided guidance on policy changes, renewals, and cancellations
- Seeked out new clients and develop clientele by networking to find new customers and generate lists of prospective clients
Banking Supervisor
Rancho Bernardo Community Bank
01.2000 - 01.2003
- Created monthly performance reports for senior management review
- Evaluated existing processes and procedures to identify areas for improvement
- Analyzed data from various sources such as customer surveys to identify trends in customer satisfaction levels
- Successfully managed and trained 8-customer service associates on daily operating procedures, federal and state requirements to meet the guidelines set forth by the financial industry with federal and laws
- Trained on interviewing techniques and best practices, conducting workshops and one-on-one coaching sessions that contributed to sound hiring decisions
- Motivated and mentored employees in the procedures of how to establish a strong client base to exceed in-store sales goals
- Coordinated internal audits of branch offices to ensure adherence to established policies and procedures
- Facilitated regular meetings with staff members to discuss progress towards goals and objectives
- Developed strategies to improve customer satisfaction ratings
- Developed effective marketing campaigns targeting high net worth individuals seeking investment opportunities
- Utilized strong organizational skills to manage multiple projects simultaneously while meeting deadlines
- Maintained accurate records of customer accounts, deposits, withdrawals, transfers
Education
Bachelor of Science (B.S.) - Computer Information Science
University of Phoenix
Phoenix, AZ01.2012
Associate in Arts (A.A.) - Merchandise Product Development
Fashion Institute of Design and Merchandising
01.2006
Skills
- Statement Billings
- Problem Identification
- Call Center Operations
- Database Maintenance
- Good Listening Skills
- Customer Support
- Written and Oral Communications
- Call Controlling
- Customer Relationship Management
- Complaint Resolution
- Customer Needs Assessment
- Inbound Customer Calls
- Loyalty Programs
- Purchase Needs Determination
- Conflict Resolution Techniques
- Documenting Calls
- Customer Loyalty
- Customer Satisfaction
- Microsoft Excel
- Escalated Calls Management
- Sales and Upselling
- Policy and Procedure Adherence
- Microsoft Office
- Call Volume and Quality Metrics
- Complex Product Knowledge
- Administrative and Office Support
- Customer Data Confidentiality
- Goals and Performance
- Calm and Professional Under Pressure
- Keyboarding
- Motivational skills
- Team management
- Injury prevention
- Physical fitness
- Ball control skills
- Team bonding
- Youth development
Certification
Grassroots Youth Socccer Certification
Timeline
Assistant Youth Soccer Coach
Chula Vista City SC
01.2024 - 01.2025
Customer Service Call Center Representative
Ascentfunding
06.2021 - 09.2023
Benefit Customer Service Representative
WillisTowerWatson
09.2019 - 09.2020
Customer Service Representative
Farmers Insurance
08.2013 - 05.2014
Insurance Life and Health Agent
Bankers Life and Casualty
02.2013 - 08.2013
Banking Supervisor
Rancho Bernardo Community Bank
01.2000 - 01.2003
Associate in Arts (A.A.) - Merchandise Product Development
Fashion Institute of Design and Merchandising
Grassroots Youth Socccer Certification
Bachelor of Science (B.S.) - Computer Information Science
University of Phoenix
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