Jaquelene Givens
Pontiac,MI
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 and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Customer Service Representative
Transcom
02.2020 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally and constantly reassured them I would help resolve their issues.
- Demonstrated strong-problem solving abilities by identifying and resolving customer concerns
- Actively listened to customers and escalated major issues to supervisor.
- Answered constant flow of incoming customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Administrative Assistant
Habitiat For Humanity
10.2017 - 06.2019
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Executed record filing system to improve document organization and management.
- Scheduled office meetings and client appointments for staff teams.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Created and maintained databases to track and record customer data.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
Administrative Assistant
Empire Property Investments
01.2010 - 08.2017
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Collected and maintained careful records of rental payments and payment dates.
- Delivered emergency 24-hour on-call service for tenants on building issues.
Education
Associate Degree in Business -
Ferris State University
Big Rapids, MI08.2005
High School Diploma -
Pontiac High School
Pontiac, MI06.2003
Skills
- Appointment Scheduling
- Administrative Support
- Data Entry
- Issue Resolution
- Telephone Etiquette
- Troubleshooting
- Research
- Handling Complaints
Timeline
Customer Service Representative
Transcom
02.2020 - 11.2023
Administrative Assistant
Habitiat For Humanity
10.2017 - 06.2019
Administrative Assistant
Empire Property Investments
01.2010 - 08.2017
Associate Degree in Business -
Ferris State University
High School Diploma -
Pontiac High School