Jacqueline Sanchez

*** ***** ****** #*** 917-***-****

Altamonte Springs, FL 32714

adcum3@r.postjobfree.com

Objective

I am a driven and reliable professional who desires to grow within the company. I have excellent interpersonal skills including the ability to be adaptive in new situations and stress management.

Work Experience

Alorica-Longwood, Florida May 2016 - present

Technical support representative

Provided a distinctive premier customer service and a “Customer First” experience to every customer while analyzing, troubleshooting, and supporting the end-user with internet connectivity issues by relating the end user’s services for HMH school publishing. Offered and explained additional resources to all customers that called into the center for the products they possessed. Received 40-50 inbound calls per day and only escalated 1% or cases during my time at Alorica. Documented all cases through Salesforce service cloud. Assisted customers with activation of products and walk through of multiple platforms. Managed case-load in adherence to departmental goals/policies.

Verizon - Sanford, Florida January 2015 – April 2016

Customer Service / Technical Support Representative

Handled a high volume of inbound customer call and was responsible for providing high quality customer service on call that are generally routine and sometimes unique in nature. In this position I also conducted Tier 1 troubleshooting when customers required assistance with any apple or android devices. I provided customer service transactions, including but not limited to; equipment troubleshooting, call handling, billing, service and equipment inquires and all other customer transactions. I had to handle own customer escalations and minimize transfers.

Frontier - DeLand, Florida July 2013 – December 2014

Internet Technical Support

Provided a distinctive premier customer service and a “Customer First” experience to every customer while analyzing, troubleshooting, and supporting the end-user with internet connectivity issues by relating the end user’s service with Frontier’s High-Speed Internet service. Offered and explained additional resources to all customers that called into the center for the products they possessed. Received 40-50 inbound calls per day and only escalated 1% or cases during my time at Frontier. Documented all cases through an internal ticketing system. Remotely logged into modems for DNS verification and setup. Assisted customers with initial modem setup and network configurations. Supported 3rd party wireless devices, set up VPN, and managed wireless networks. Managed case-load in adherence to departmental goals/policies. Performed PC tune-ups and removed malware via remote log in sessions. Installed and managed Frontier Secure products including anti-virus, hard drive backup, and identity protection.

Rite Check Cashing Corp - Bronx, New York July 1985 – April 2013

Assistant Manager/Cashier

Performed great customer service in a fast paced environment. Oversaw the opening and closing of the establishment, intake of utility bills, western union, money gram, cash payroll checks, open new accounts for commercial customers, maintained a database, Microsoft, word process, training and new employees. Ensured that transfers and deposits to banks were completed daily.

Relocation from New York to Florida April 2013 – July 2013

Unemployed

Education

Caribbean University College, Bayamon, Puerto Rico

- Liberal Arts - 1983

Academy of Massage Therapy, Hackensack, New Jersey

Clinical Massage Therapy Program, Therapy Certification - 2012

Skills

●Microsoft Office Suite (Outlook, Excel, PowerPoint, Word, Access, Lync)

●Proficient in Windows Networking troubleshooting.

●Excellent customer service and ability to provide technical support for customers with networking, wireless technology, Apple and Android devices.

●Ability to work flexible hours and holidays as required.

●Experience in phone support in a highly technical, fast paced environment.

●Ability to learn new things quickly and a passion for technology.

●Team player with a demonstrated ability to work independently when necessary.

●Strong organizational and communication (fluent in both English and Spanish) skills.

●Solid customer service background and a dedication to delivering quality solutions.

●Extremely task and process oriented while always keeping the focus on the customer.

●Ability to adapt to changing requirements and challenges with ease.

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