Jacqueline Ann

Eskilsson

** ******* **** **

Crawfordville, FL 32327

850-***-****

ad43o2@r.postjobfree.com

Enthusiastic professional seeking an opportunity where I can utilize over 25 years of proven customer support skills. Strong dedication to helping customers resolve issues and cultivating a positive image of the company. Recognized ability to solve problems quickly and efficiently, and create high quality professional relationships with callers. Ready to grow professionally and take on more responsibilities. Certifications / skills

Pearson VUE Certified Test Administrator

Conflict resolution

Team leadership

Training & Development

Reports and document preparation

Customer relationship management

Active listening

Performance improvement strategies

Experience

SEPTEMBER 2010 PRESENT

Office Manager / Call Center Dispatcher

Coaxis, Tallahassee, FL

Regularly exceeds target related to call volume, technical support, and customer satisfaction by building positive relationships with clients. Daily tasks including fielding hundreds of incoming calls in a professional manner while accurately and thoroughly documenting customer interaction, accounts, and documents. Managing the daily operations and activities of a team of 8 employees by delegating tasks to help meet business goals and objectivities. Handle customer complaints and assess their needs, provide appropriate solutions or alternatives, provide accurate information to customers, collect and analyze customer feedback, respond to customer reviews, provide information about our services. Coordinate and schedule new projects with clients. Monitoring and responding to calls and emails using established call handling time, leveraging the communication and information management systems. MAY 1997 – SEPTEMBER 2010

Lead Customer Service Agent

Flightline, Tallahassee, FL

Fielded incoming calls, greeted customers and vendors. Coordinated and conducted internal audits to assess compliance with standard operating procedures, employee standards, FAA and airport requirements. Worked successfully with diverse group of co workers to accomplish goals and address issues related to our product and services. Provided information in a professional manner to incoming/outgoing flights, making hotel/car reservations for crew members and customers. Received the Spirit Reward for best CSR (Customer Service Representative) among all FBO (Fixed Based Operator) airports in the country 2002/2003.