Jackeline Velasco
Customer Support
San Miguel Petapa
Summary
Knowledgeable and dedicated customer service supervisor and trainer with over 15 years experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and team members. Motivated to maintain customer satisfaction and contribute to company success. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Specialized in quality and process optimization.
Overview
16
16
years of professional experience
Work History
Customer Experience Supervisor
Glamnetic
Los Angeles (Remote)
06.2021 - Current
- Trained all new hires and implemented a retraining process for existing agents.
- Interviewed all new hires and created an interview questionnaire
- I also created a training outline for each position within the team.
- Created and implemented over 65 SOPs to make sure that all agents were following the same process.
- Found a QA processing tool, negotiated the price, created QA scorecards, implemented QA for the team, and trained them to follow all QA guidelines.
- Created over 150 Help Center articles for agents and customers to reference when needed.
- Within the Help Center, I also created over 20 how-to videos to guide customers in a more accessible manner.
- Implemented bi-weekly 1:1 with agents to review their metrics, check in to make sure they are managing their workload, provide feedback, celebrate their wins, and review their QA scores.
- Implemented a point system to make sure agents were adhering to company policies.
- Implemented Customer Experience Master List which includes all SOPs broken down by department and collection decks for all agents to reference.
- Created monthly schedules for the team to make sure there was always adequate coverage.
- Handled customer complaints, provided appropriate solutions and alternatives within a proper timeframe, and followed up to achieve resolution.
- Supervised daily operations, customer satisfaction, and employee productivity.
- Delegated tasks to existing support team members to make sure all tasks and projects were handled promptly.
- Established performance and service goals and holds associates accountable for individual performance.
- Maintained focused during busy times and delegated tasks to employees to keep business running smoothly.
- Submitted weekly and monthly reports to senior management to aid in business decision-making and planning.
- Liaised with product development, social media, marketing, and management teams to develop solutions and accomplish shared objectives.
Customer Happiness Lead
Credit Repair Cloud
Los Angeles
09.2019 - 01.2021
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Administered online training courses to improve customer user experience in Credit Repair Cloud's CRM.
- Stepped up to assist customer service manager with complaints and issues during times when department was short-staffed.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Developed training documentation for all new hires.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Scheduled and attended meetings with agents and management as requested.
- Supervised daily operations, customer satisfaction, and employee productivity.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
Team Lead
Kindly Care
San Francisco
05.2018 - 07.2019
- Within the Talent team, I was part of the SMS branch, Caregiver Support branch, and Compliance team. I spent my time floating between different branches to assist wherever there was a need.
- Described Kindly Care's networks and services to caregivers, thoroughly explaining details and expectations.
- Answered customer telephone calls promptly and in an appropriate manner.
- Responded to incoming SMS from caregivers with a response KPI of 5 minutes.
- QA'd all branches and provided weekly feedback to all agents, including CG Support, SMS, and Admin test opportunities.
- Created the schedule for the team on a monthly basis for up to thirteen agents at a time.
- Took caregiver escalations from all departments.
- Created training material for new hires.
- Created and maintained reporting for all branches of Talent.
- Contributed to the company knowledge base by creating support articles for the agents.
- Liaised with caregivers, management, and sales team to better understand client's needs and recommend appropriate solutions.
- Evaluated reporting to identify trends, using data to mitigate future issues.
Generalist Support Agent
Telus International - G Suite Support
Guatemala City
04.2016 - 05.2018
- Met or exceeded phone calls per hour and made sure that the response rates were met for each call.
- Took incoming calls and made outbound calls for open cases.
- Explained to the clients how to work with the applications and the G Suite service.
- Performed video calls and screen sharing sessions when needed to provide accurate assistance and diagnosis of the issue.
- Communicated accurately to the client what the issue was and how to resolve it.
- Sent out emails to all clients after the case was closed which included a full description of the issue, the resolution, and how to prevent it from happening again.
- Had a general understanding of how the following applications worked: Gmail, Google Drive, Google Vault, Google Calendar, Google Docs, Google Hangouts, and G Suite Admin Console.
- Handled all billing inquiries for all customers including consults and charges from other Google services.
- Thorough understanding of the features in the Admin Console and the ability to explain how to use the features to all clients.
- I was also a generalist via chat for a year. Taking two chats at a time to assist customers with their queries.
Tier 1 Pre-Sales Support Analyst
Xerox
Guatemala City
04.2014 - 02.2016
- Met response KPIs on all Kana's received in the queue and for opening the ticket.
- Met resolution KPIs on all tickets.
- Performed troubleshooting for tickets, either via remote session or phone call.
- Explained to the clients the capabilities of the application so they would have a better understanding of how to use the tool.
- Assisted the Post Sales team with their queues when needed.
- Processed AGS requests in a timely manner.
- Back up team member responsible for AGS distribution for the graveyard team.
- Assisted in special projects.
- Contributed to the OCA and LEO Wiki with any new information.
Member Services Representative
New York Life AARP
Tampa
09.2011 - 12.2013
- Explained to potential clients the different life insurance policies offered and how the program worked for both AARP and Broad Market.
- Serviced and maintained policies for existing clients.
- Licensed agent of all states for Life Insurance and Variable Annuities.
- Fluent member of the Spanish Team.
- Member of the FAIR Team which was responsible for cutting call and processing time for member services.
- Connected all clients to the appropriate departments.
- Met all monthly adherence metrics, quality scores, and referral goals.
Team Captain of First Response Team
AutoNation Direct
Ft. Lauderdale
10.2010 - 09.2011
- Made outbound calls and took inbound calls for all the different affinity partners for the three call centers.
- Explained to the client how the auto buying program worked while overcoming objections.
- Responsible for daily task sheet and making sure all team members performed necessary tasks including verifying that all queues were cleared out at the end of the day.
- Trained all new hires and assisted with proctoring training exams.
- Connected all clients with appropriate departments.
- Performed online live chats with clients and demonstrations for affinity partners.
- Made sure the team goals were always up to date.
- Helped create monthly schedule for First Response Team.
Senior Teller
Regions Bank
Miami
01.2008 - 08.2011
- Processed various retail banking transactions for personal and commercial clients.
- Assured cash was secured according to bank policy throughout the day.
- Maintained confidentiality of client information, bank policies, and procedures.
- Identified the client's needs through conversation and initiated the appropriate sale and service.
- Met sales objectives on a daily basis.
- Performed weekly and monthly audits on all tellers, cash dispensers, and on-site ATM.
- Performed Lead Teller duties when needed.
- Ordered all office supplies needed for the branch.
- Helped create the schedule for all tellers on a weekly basis.
Bank Teller
Suntrust Bank
Sunrise
06.2007 - 01.2008
- Processed various retail banking transactions for personal and commercial clients.
- Assured cash was secured according to bank policy throughout the day.
- Maintained confidentiality of client information, bank policies, and procedures.
- Identified the client's needs through conversation and initiated the appropriate sales and services.
- Met sales objectives on a weekly basis.
- Performed weekly audits of cash dispensers.
Education
No Degree - Undecided
Florida International University
Miami, FL 06.2005 - 05.2007
Skills
Scheduling
Technical support
Complaint resolution
Quick learner
Good listening skills
Professional telephone demeanor
Computer proficient
Online chat and email
Customer services
Independent decision-making
Customer-oriented
Email etiquette
Educational leadership
Thought leadership
Motivational leadership style
Timeline
Customer Experience Supervisor
Glamnetic
06.2021 - Current
Customer Happiness Lead
Credit Repair Cloud
09.2019 - 01.2021
Team Lead
Kindly Care
05.2018 - 07.2019
Generalist Support Agent
Telus International - G Suite Support
04.2016 - 05.2018
Tier 1 Pre-Sales Support Analyst
Xerox
04.2014 - 02.2016
Member Services Representative
New York Life AARP
09.2011 - 12.2013
Team Captain of First Response Team
AutoNation Direct
10.2010 - 09.2011
Senior Teller
Regions Bank
01.2008 - 08.2011
Bank Teller
Suntrust Bank
06.2007 - 01.2008
No Degree - Undecided
Florida International University
06.2005 - 05.2007