Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jquanda Love

Toledo

Summary

Dynamic customer service professional with a proven track record at AAA, excelling in mental health support and conflict resolution. Adept at utilizing technical skills to enhance first-call resolution rates, while fostering strong relationships and ensuring compliance with HIPAA regulations. Committed to delivering exceptional service and effective problem resolution.

Overview

7
7
years of professional experience

Work History

Roadside Counselor

AAA
04.2024 - 06.2025
  • Demonstrated empathy towards distressed callers, providing reassurance and clear instructions for resolving their issue.
  • Served as a reliable point of contact between law enforcement agencies, insurance companies, repair shops, and towing services during incidents requiring coordination among multiple parties.
  • Utilized GPS technology to accurately locate stranded motorists for faster response times.
  • Coordinated alternative transportation options for customers when necessary, such as taxis or rental cars.
  • Promoted a positive company image by maintaining professionalism and demonstrating excellent customer service skills in all interactions.

Tech/Customer Support Specialist

Accenture
02.2021 - 03.2024
  • Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
  • Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
  • Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
  • Supported product development teams, providing valuable insights based on customer feedback.

Customer Service/Healthcare Customer Service Representative

Aleira Healthcare
11.2018 - 06.2022
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.

Customer Care Representative

PRO Therapy
06.2020 - 02.2021
  • Navigated multiple computer systems and applications to find information.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.

Education

Tucker High School
Tucker, GA

Skills

  • Mental health support
  • HIPAA
  • Adept at conflict resolution
  • Technical Skills
  • Customer Service Excellence
  • Problem Resolution
  • Relationship Building

Timeline

Roadside Counselor

AAA
04.2024 - 06.2025

Tech/Customer Support Specialist

Accenture
02.2021 - 03.2024

Customer Care Representative

PRO Therapy
06.2020 - 02.2021

Customer Service/Healthcare Customer Service Representative

Aleira Healthcare
11.2018 - 06.2022

Tucker High School

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