Customer Service Professional bringfing 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.
Hi, I’m
Jessica Lugo
Killeen,TX
Summary
Overview
9
years of professional experience
Work History
A Plus Federal Credit Union
Contact Center Consultant
11.2022 - Current
Job overview
- Educate/advise members on questions relating to accounts, rate information, product or service requests, and/or error resolutions after completing any necessary research
- Meet customer call guidelines for service levels, handle time and productivity.
- Assist members with loan inquires, which may include, payoff request, rate information, processing payments, establishing automatic transfers and payment history details
- Assist members with trouble shooting and resolving issues by accessing member’s online activity and resetting or unlocking logins
- Prepare and submit all wire transfer requests following appropriate procedures
- Use DocuSign system to securely send appropriate requested documents to members for completion
Fort Hood Family Housing
Leasing Consultant
03.2018 - 07.2022
Job overview
- Review prospective residents applications to verify their qualifications for the community according to all company, local, state, federal, and other applicable laws and regulations.
- Assisted prospective tenants in paperwork completion and other logistics to facilitate smooth move-in processes.
- Conducted property showings to highlight features, answer questions, and redirect concerns to close contracts.
- Handle telephone inquiries, internet leads and walk-in traffic, and manage lead follow-up through CRM.
Westdale Asset Management
Assistant Property Manager
10.2014 - 05.2017
Job overview
- Escalated major issues to property manager for immediate remediation.
- Oversaw monthly collections and maintained high payment rates by building positive relationships with tenants.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Effectively communicated with tenants about payment needs and kept updated, detailed and accurate ledgers.
- Received vendor invoices, validated for accuracy and routed for approval to prepare for payment processing.
Education
Robert M. Shoemaker Killeen
High School Diploma
05.2006
University Overview
Skills
- Database Research
- Eligibility Determinations
- Customer Account Updates
- Call Documentation Skills
- Investigations and Resolutions
- Product Knowledge
- Verbal and Written Communication
- Call Control Skills
Accomplishments
Accomplishments
- Received Top Performer Award for outstanding achievement in completing leasing requirements with exceptional accuracy and efficiency, consistently exceeding targets.
- Achieved Certificate of Accomplishment for Dedication and Service Excellence for disaster relief efforts
- Received Exceptional Medallion acknowledgements by providing exceptional conflict resolution skills
Timeline
Contact Center Consultant
A Plus Federal Credit Union
11.2022 - Current
Leasing Consultant
Fort Hood Family Housing
03.2018 - 07.2022
Assistant Property Manager
Westdale Asset Management
10.2014 - 05.2017
Robert M. Shoemaker
High School Diploma