Jackie Zyska
Charlotte,NC
Summary
Results-driven professional with over 20+ years of experience in customer service, workforce management, and quality assurance. Known for strong organizational skills, performance tracking, and process streamlining, leading to results-oriented efficiency and financial reporting accuracy to contribute to team success.
Overview
19
19
years of professional experience
Work History
Sales Support Assistant Install Coordinator
Airtron Heating & Air Conditioning
Charlotte, NC
05.2021 - 05.2026
- Managed order processing for county permit inspections and organized inspection schedules to enhance service delivery for HVAC installations.
- Coordinated and managed customer site estimates and intakes, ensuring effective communication with comfort consultant to maximize service efficiency.
- Streamlined communication and logistics processes to enhance client-consultant interactions.
- Achieved seamless management of sales commissions and service scheduling, contributing to enhanced operational success.
- Oversaw monthly variable earnings calculations and conducted comprehensive analysis of commissionable revenue to improve financial reporting accuracy.
Quality Assurance Analyst
Piedmont Natural Gas Company
Charlotte, NC
08.2010 - 09.2020
- Organized and facilitated coaching sessions and calibration meetings to ensure consistent team standards and effectiveness.
- Executed system enhancements and upgrades, partnering in the creation of quality assurance documentation to ensure compliance and quality standards.
- Analyzed call interactions and delivered targeted feedback to improve communication strategies within customer service and emergency response teams.
- Facilitated training programs for new hires to enhance knowledge and skills essential for job performance.
- Crafted quality assurance documentation leveraging Verint Impact 360 analytics to identify interaction trends and mitigate compliance risks.
Customer Contact Representative
Piedmont Natural Gas Company
Charlotte, NC
02.2007 - 08.2010
- Developed and processed service orders by adhering to prescribed policies and procedures.
- Maintained accurate records of customer contacts while implementing billing adjustments and coordinating bank draft arrangements.
- Responded to diverse inbound calls from customers, facilitating resolution of billing inquiries, service orders, and technical issues to enhance customer satisfaction.
- Addressed and escalated unresolved customer issues to enhance service quality as a team lead.
- Utilized multiple computer applications to process account transactions and supply customers with reliable account details, ensuring a high level of service.
Education
High School Diploma -
Etiwanda High School
Rancho Cucamonga, CA06.1990
Skills
- Strong organization
- MS Office (Outlook, Word, and Excel)
- Google Workspace
- Salesforce proficiency
- Excellent customer service skills
- Time management and efficiency
- Performance tracking
- Teamwork and collaboration
- Multitasking Abilities
- Conflict resolution
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Sales Support Assistant Install Coordinator
Airtron Heating & Air Conditioning
05.2021 - 05.2026
Quality Assurance Analyst
Piedmont Natural Gas Company
08.2010 - 09.2020
Customer Contact Representative
Piedmont Natural Gas Company
02.2007 - 08.2010
High School Diploma -
Etiwanda High School