JACQUELINE R. OTERO
Palmdale
Summary
Creative professional with a strong focus on mission-driven and community-oriented environments. Proven track record in exercising sound judgment, coupled with exceptional written and verbal communication skills. Experienced in managing multiple priorities independently while maintaining confidentiality and discretion. Demonstrated ability to deliver outstanding customer service and effectively utilize CRM systems to enhance client relationships.
Overview
23
23
years of professional experience
Work History
Customer Service Representative II
SCV Water
Santa Clarita
01.2016 - Current
- Resolved customer concerns and complaints regarding billing statements and payments.
- Explained billing practices and procedures via phone, in person, or mail.
- Processed account changes and updates for customer accounts as needed.
- Maintained accurate records for billing, meter issues, and service applications.
- Prepared work orders for field crews addressing water leaks and pressure complaints.
- Executed payment processing at the counter and through mail while ensuring accurate billing.
- Communicated with departments and customers to exchange information and resolve issues.
- Created training materials and guided staff on procedures and processes.
Customer Service Representative I
SCV Water
Santa Clarita
01.2010 - 01.2016
- Researched and resolved customer billing concerns, enhancing satisfaction through effective communication.
- Processed account changes and maintained accurate records for existing and new customer accounts.
- Assessed and defused difficult customer complaints, referring unresolved issues to supervisors as necessary.
- Prepared work orders for field crews addressing water leaks, meter issues, and pressure complaints.
- Executed payment processing at the counter and via mail, ensuring accuracy in adjustments and billing.
- Reviewed misread meters, notified customers of unpaid accounts, and facilitated service reinstatement processes.
- Managed daily cash deposits and reconciled cash drawers to maintain financial accuracy.
- Input data into computer systems while maintaining organized records and files.
Billing/Customer Service Manager
GLOBAT, LLC.
Studio City
01.2003 - 01.2009
- Led team of 1 internal and 15 offshore staff to optimize call center operations.
- Monitored call center performance metrics for reduced wait times and improved customer satisfaction.
- Advocated for superior customer experience in company strategic planning sessions.
- Trained staff to excel in customer service and web hosting sales techniques.
- Provided feedback to enhance quality of customer interactions.
- Managed accuracy of billing systems, ensuring compliance with accounting principles.
- Prepared monthly reports detailing processing statistics and trends for management review.
- Served as liaison with product and marketing teams for successful product launches.
Education
Bachelor of Science - Management
Ashworth College
Norcross, GA06-2025
Associate of Science - Human Resource Administration
Ashworth College
Norcross, GA10-2024
Accounting Certificate -
Penn Foster
Scranton, PA01.2005
Accounting/English/Psychology Courses -
Miami Dade Community College
Miami, FL01.1999
Skills
- Project coordination
- Effective communication
- Multi-tasking and prioritization
- Administrative support
- Complaint resolution
- Quick learning
- Persuasive communication
- Conflict management
- Typing speed 55 WPM
- Windows operating system
- Oracle 107 database
- Lotus 1-2-3 spreadsheet
- Quattro Pro 10 software
- Microsoft Office suite
- EDI/Gentran integration
- PayPal payment processing
- AuthorizeNet gateway integration
- HTE utility management system
- NorthStar utility software
- Enquesta utility platform
- Invoice Cloud service
- Sensus analytics tools
- Harmony meter reading system
Affiliations
Delta Epsilon Tau International Honor Society
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Customer Service Representative II
SCV Water
01.2016 - Current
Customer Service Representative I
SCV Water
01.2010 - 01.2016
Billing/Customer Service Manager
GLOBAT, LLC.
01.2003 - 01.2009
Bachelor of Science - Management
Ashworth College
Associate of Science - Human Resource Administration
Ashworth College
Accounting Certificate -
Penn Foster
Accounting/English/Psychology Courses -
Miami Dade Community College
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