Jacqueline Clark

Dedicated customer service professional with 37 years of experience, including extensive roles as a Home Agent in customer care at Alorica and Higher One. Proven ability to resolve issues, manage high call volumes, and maintain accurate customer information while demonstrating strong communication skills. Seeking a Customer Service Agent position to leverage expertise in delivering exceptional service and support.

Babysitting - Home - Hurt Virginia

(2023-02 - 2026-05)

• Maintain Feeding schedules
• Maintain sleeping schedules
• Maintain laundry

Home Agent Customer Care - Alorica - Remote

(2015-01 - 2023-02)

• Maintains and updates customer information, ensuring accuracy and compliance with protocols.
• Resolves and de-escalates customer issues, escalating to supervisors when necessary to ensure effective outcomes.
• Tracks call-related metrics for auditing and reporting, contributing to improved service quality and operational efficiency.
• Attend Team Meetings weekly to implement problems areas. Topics are discussed from a diverse population to create an effective work environment. Conduct outbound cold calls customers to schedule appointments.
• Handle objections or questions from customers and use problem-solving skills to overcome challenges in scheduling.
• Ensure compliance with HIPAA and other relevant regulations when handling customers information and scheduling appointments.

ORDER TAKING AGENT - QVC - Remote

(2020-04 - 2021-02)

Agents will accurately assist customers with ordering items and finding their favorite products. Agents on this project are required to demonstrate professional phone etiquette and advanced sales skills while maintaining the best possible customer service experience to QVC's customers. Utilize effective communication skills to ensure a positive guest experience.

Our main key performance indicators are our Quality and AHT. Quality is adhering to the Quality guidelines and AHT is the average handle time for each call. Accurately enter and manage or delivery orders in the ordering platform while providing exceptional customer satisfaction.

Home Agent/Customer Care - Higher One - Remote

(2014-10 - 2015-01)

Managed a high volume of incoming calls, providing exceptional customer service and support while maintaining composure in a fast-paced environment.

• Utilized strong technical aptitude to efficiently navigate multiple systems, ensuring timely resolution of customer inquiries and fostering positive interactions with cardholders.

Deputy Clerk - Campbell County Juvenile Court - Rustburg, VA

(2016-01 - 2017-01)

• Managed operational responsibilities, ensuring accurate preparation of legal documents and adherence to court instructions and procedures.
• Maintained efficient office operations through effective management of email, calendar, filing systems, and data entry tasks.
• Responded to phone inquiries with professionalism, demonstrating strong verbal and written communication skills.

Document Control Clerk - EXL Insurance - Lynchburg, VA

(2016-01 - 2016-09)

• Responsibilities include controlling the incoming and outgoing insurance documentation process, maintaining files and project reports. Assist in Mailroom, prep and mail insurance documents. Route orders, organize indexes and track shipping practices. Examine and scan Insurance documents in that are in boxes ensuring that documents are in the computer imaging system Filenet.

Data Entry Analyst - Genworth Financial - Lynchburg, VA

(2013-07 - 2013-09)

• Processed and completed various data entry tasks and documentation, ensuring accuracy and compliance with established guidelines.
• Prepared and routed multiple cases for further processing, facilitating efficient workflow among team members and departments.

Administrative Assistant - Abbott Laboratories - Altavista, VA

(2013-04 - 2013-06)

• Delivered comprehensive clerical support to a designated department, facilitating seamless operations and effective collaboration among team members.
• Assisted in the preparation of reports and coordination of meetings, enhancing organizational efficiency and communication within the team.

Data Entry Specialist - Burlington Industries - Hurt, VA

(1997-01 - 2007-01)

• Managed communication by answering telephone inquiries, greeting visitors, and ensuring proper direction to relevant areas, enhancing overall office efficiency.
• Maintained and organized personnel files, job safety analysis documentation, and an MSDS database, ensuring compliance and easy access to critical information.
• Coordinated the annual United Way Fund initiative, successfully engaging employees and promoting community involvement.

Certificate - Information Processing - Central Virginia Community College (2009-05)

Associate Degree - Office System Technology - Danville Community College (2000-05)