Jacqueline Carbajal
Bonita,CA
Summary
Professional in customer service and support, prepared to bring experience and results-driven approach to new role. Known for fostering team collaboration and delivering consistent, reliable outcomes. Recognized for adaptability and proficiency in handling diverse customer needs.
Overview
13
13
years of professional experience
Work History
Member Services Representative I
UDW
09.2023 - Current
- Answer incoming calls from our members
- Provide information for events, medical benefits, and other benefits members can utilize
- Connects members with a well-trained, knowledgeable union representative who can answer questions , when necessary, refer you to professional staff for representation or other issues
- Filing, emails, response to correspondence from members
- Handle complex member inquiries and requests, providing advanced problem-solving
- Process and resolve more complicated membership issues and complaints
- Contribute to moderately complex aspects of projects
- Participate in the development and implementation of new procedures and services
- Conduct in-depth research on member accounts, claim history, or benefits to identify issues and resolution
- Identify and escalate potential issues, fraud, waste, or abuse cases related to member resources and benefits
- Contribute to meeting or exceeding call center metrics and goals
- Develop and maintain positive customer relations across various functions within the organization
- Participate in special projects and perform other duties as assigned and within the scope of the job classification
- Support the dept Lead and Manager with day-to-day operations as needed
- Projects (process withdraw letters for membership and People program, response letters, reply to member emails and voicemails)
- Tracking or Tally on excel spreadsheet of all projects
- Organizational skills
- Translation from English to Spanish
- Contributed to process improvements by sharing feedback from customer interactions with management teams.
- Collaborated with team members to ensure seamless communication and consistent service delivery.
- Participated in cross-functional projects aimed at enhancing overall service quality and efficiency levels.
Sub Coordinator-A/R Assistant
Grah Security
12.2022 - 09.2023
- Triages calls and inquiries from customers
- Assigns and schedules service requests from clients or company personnel
- Manages resources efficiently and effectively for all scheduled service
- Monitors service orders assigned to technicians
- Responsible for the life cycle of service order (creates, edits, completes and invoice service orders, email reply, tech reports, estimates)
- Reconciles various reports on a monthly basis
- Performs other duties as assigned, including invoices, processing payments, Accounts Receivable Assistant, ServicePoint, Counter Point, Excel Spreadsheet
Bilingual Customer Service Lead
EDCO DISPOSAL
01.2019 - 09.2021
- Completed more than 80-140 calls per day by following scripts and maintaining good call control
- Excellent customer service in a high stress environment and exceeds all expectations
- Processed orders and coordinated delivery schedules to meet customer needs
- Determined charges for services requested, collected deposits or payments, and arranged for billing
- Communicating between departments such as sales and production to understand issues
- Hazardous Waste knowledge & event dates provided
- Kept records of customer interactions and transactions, recording details of inquiries and complaints
- Continuously met or exceeded daily service quality and performance
- Updated accounts with customers' current personal and purchasing information
Customer Service Rep Lead/Dispatcher/Inside Sales
Republic Services
01.2012 - 07.2017
- Managed inbound and outbound calls to respond to inquiries and resolve concerns
- Provided solutions, recommendations, and replacements, using an empathetic approach
- Consistently met identified team and client performance metrics, goals, and deadlines
- Answered calls or emails from customers and assisted with special requests
- Exceeded requirements in providing products and services to customers at all times
- Answered incoming calls and assisted customers with questions
- Returned customer calls, responding to inquiries and complaints effectively
- Trained, coached, guided, and mentored new hires on sales and customer service
- Dispatcher
- Collaborated with drivers to maintain deadline adherence, provide assignments, and exchange information
- Reviewed dispatch needs in ACS and communicated with drivers to execute services
- Oversaw dispatch coordination and directed attention to special instructions
- Moving smoothly and to correct destinations
- Planned and implemented improvements to internal or external logistics systems
- Responded in a timely and accurate manner to routine customer service calls ensuring routes were completed
- Assigned loads to drivers' based on designated Routes location
Education
No Degree - General Education
Sweetwater High School
National CityHigh school diploma - General Education
Instituto Universitario De Ciencias De La Educacion
Mexico City, Mexico07.1992
Skills
- Strong work ethic
- Cross-selling techniques
- Up-selling strategies
- Customer service
- Attention to detail
- Multitasking and organization
- Computer skills
- Team collaboration
- Data entry
- Documentation and reporting
- Clerical support
- Multitasking Abilities
- Clear communication
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
Member Services Representative I
UDW
09.2023 - Current
Sub Coordinator-A/R Assistant
Grah Security
12.2022 - 09.2023
Bilingual Customer Service Lead
EDCO DISPOSAL
01.2019 - 09.2021
Customer Service Rep Lead/Dispatcher/Inside Sales
Republic Services
01.2012 - 07.2017
No Degree - General Education
Sweetwater High School
High school diploma - General Education
Instituto Universitario De Ciencias De La Educacion
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