Jacquelin Woods

732-***-**** ad44kb@r.postjobfree.com Eatontown, NJ 07724

PROFESSIONAL SUMMARY

Motivated team player experienced in providing exceptional customer service. Proven ability to remain calm and professional in high-stress situations while being able to quickly and effectively resolve customer complaints. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience.

Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product knowledge. Committed to streamlining processes to improve customer service efficiency and satisfaction. SKILLS

Data entry Outbound calls Inbound calls Payments Emails Escalated calls EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE, Pennington, NJ

Bank of American/ Merrill Lynch, October 2022-March 2024

• Developed strong customer relationships and loyalty through effective communication. Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.

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Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.

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• Addressed customers courteously using suitable methods and problem-solving skills.

• Met daily customer service quotas with a focus on quality.

• Remained open to feedback from supervisor and peers to build and improve skills set. Developed and maintained working knowledge of internal policies, procedures, and services to appropriately address customer issues.

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• Logged details of customer service calls in computer system following correct protocols.

• Tracked all incoming calls and emails from customers using appropriate software applications.

• Monitored daily performance metrics such as call volume, wait times, resolution times.

• Analyzed customer feedback surveys to identify areas of improvement in the customer service department. Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.

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• Obtained and examined relevant information to assess validity of complaints and determine possible causes. CUSTOMER SERVICE REPRESENTATIVE, US

Aetna Cvs

• Addressed customer concerns and complaints and resolved issues promptly

• Answered inbound calls to greet and assist customers with various needs and questions

• Answered incoming calls and assisted customers with questions

• Handled escalated callers constructively to provide positive outcomes for members

• Conducted follow-up calls at customer locations

• Took payment for individual policies.

EDUCATION

HIGH SCHOOL DIPLOMA, Middletown, NJ

Middletown high school south, June 1983

Relevant Coursework

Business