Jacqueline Resendiz
Tijuana
Summary
*Adept at enhancing call center operations, I significantly improved customer satisfaction and retention at Panamerican Consulting by mastering escalation handling and team management. My proactive approach in training and feedback, combined with a deep understanding of call center customer service, consistently elevated team performance and service quality.
* Offering strong background in leadership and communication, paired with drive to excel in call center management. Brings ability to quickly understand customer service methodologies and effectively implement CRM tools. Ready to use and develop leadership and problem-solving skills in any role.
Overview
8
8
years of professional experience
Work History
Call Center Team Lead
Panamerican Consulting
12.2022 - Current
- Responded to team support questions quickly to maintain call center efficiency.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
- Increased customer satisfaction by implementing effective call center strategies and providing timely solutions to customer concerns.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
Call Center Supervisor
Dart Calls
01.2021 - 11.2022
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Developed process controls and metrics for daily management of call center.
- Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
Call Center Representative
Motor Vehicle Services
07.2018 - 12.2020
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Call Center Representative
Avis and Budget Rental Car
03.2017 - 07.2018
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Education
High School Diploma -
Otto A Fisher
Orange, California 09.2013
Skills
- Knowledge database understanding
- Call Center Customer Service
- Team Management
- Escalation Handling
Timeline
Call Center Team Lead
Panamerican Consulting
12.2022 - Current
Call Center Supervisor
Dart Calls
01.2021 - 11.2022
Call Center Representative
Motor Vehicle Services
07.2018 - 12.2020
Call Center Representative
Avis and Budget Rental Car
03.2017 - 07.2018
High School Diploma -
Otto A Fisher
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