Jacelyn Olivarez
Sierra Vista,AZ
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
Citi
Tucson, USA
05.2024 - 12.2024
- Handled high-volume inbound customer inquiries at Citi, resolving issues and enhancing first-call resolution rates.
- Optimized knowledge resources by creating troubleshooting decision trees, enabling faster agent resolution and consistent customer outcomes.
- Maintained accurate case documentation and performed targeted audits to ensure compliance with internal policies, improving record completeness and handoff clarity.
- Coached peers on complex interaction techniques through focused sessions and live-call feedback, boosting team confidence and service consistency.
Customer Service Representative
AAA
Tucson, USA
04.2023 - 04.2024
- Resolved customer complaints with empathy, producing measurable improvements in repeat business and loyalty.
- Handled customer inquiries and suggestions with professional courtesy, enhancing client satisfaction and retention rates.
- Managed high-stress situations and effectively deescalated conflicts, upholding service standards under pressure.
- Analyzed interaction transcripts to identify recurring friction points, proposing targeted script updates that led to noticeable improvements in satisfaction trends.
Phone Banker
Wells Fargo
Phoenix, USA
06.2019 - 06.2021
- Accessed multiple banking systems to retrieve account details, process transactions, and update client records accurately.
- Maintained call quality through clear communication and active listening, resolving client inquiries effectively.
- Assisted in implementing new phone-banking processes, enhancing team workflows and operational efficiency.
- Protected sensitive personal and financial data by applying strict confidentiality protocols and compliance standards.
Customer Service Representative
Computershare SLS
Phoenix, USA
02.2018 - 04.2019
- Resolved escalated customer complaints to achieve satisfactory outcomes, strengthening client relationships and fostering loyalty.
- Answered mortgage-related inquiries with clarity, explaining terms, payments, escrow, taxes, insurance, and penalties to enhance customer understanding.
- Coordinated with underwriting teams to process loan documentation efficiently, ensuring accuracy in records and timely service.
Education
BACHELOR OF SCIENCE - Human & Family Development
Arizona State University
12-2027
Timeline
Customer Service Representative
Citi
05.2024 - 12.2024
Customer Service Representative
AAA
04.2023 - 04.2024
Phone Banker
Wells Fargo
06.2019 - 06.2021
Customer Service Representative
Computershare SLS
02.2018 - 04.2019
BACHELOR OF SCIENCE - Human & Family Development
Arizona State University