Jacqueline Harris

Distinguished Customer Support Specialist with over a decade of experience navigating high-stakes environments. Renowned for a warm-hearted, empathetic, and patient approach to client relations, with a proven track record of de-escalating complex situations. Highly adept at synthesizing complex procedures into clear, actionable guidance. Demonstrates exceptional operational autonomy, technical agility, and an unwavering commitment to excellence during overnight, independent operations.

Customer Service Representative - Liberty Mutual Insurance - Fredericksburg, VA

(2021-01)

• Deliver compassionate, patient-centered support, consistently transforming challenging billing and policy inquiries into positive brand loyalty.
• Translate intricate insurance guidelines into clear, understandable language, ensuring client clarity and compliance.
• Meticulously manage case documentation and leverage root-cause analysis to enhance first-call resolution rates.

Security Supervisor - Securitas Security - Manassas, VA

(2018-01 - 2021-12)

• Orchestrated operations for a 16-person team, coaching staff on incident response protocols with a focus on interpersonal development and communication clarity.
• Meticulously identified security vulnerabilities through regular inspections and authored comprehensive, high-detail incident reports under strict deadlines.
• Proactively adapted to complex surveillance and alarm technologies, ensuring the consistent safety and security of facility occupants.

Concierge - Harmony at Falls Run - Fredericksburg, VA

(2018-01 - 2021-12)

• Provided premium, empathetic concierge services to a 160-unit senior living community, serving as a patient and reliable point of contact for residents.
• Navigated complex resident disputes with diplomatic, professional, and empathetic problem-solving techniques.

Night Auditor - The Courtyard - Fredericksburg, VA

(2016-01 - 2018-12)

• Demonstrated exceptional operational control as the sole on-site professional during third-shift operations, managing guest safety and life-safety systems.
• Meticulously reconciled daily financial records and operational financials, consistently achieving zero-discrepancy results while navigating diverse software platforms.

High School Diploma - North Stafford High School