1. JACQUELINE RUFFIN
3941 HEMINGWAY DR | POWDER SPRINGSGA 30127
770.596.1496| jruffin@ups.com
“...Jacqueline is an employee
who I would be happy to have
work for me again… I
recommend her with the highest
regard.”
Phil Aiello, Manager
UPS Automotive New
York
“...Ms. Ruffin is reliable and
dependable, my go to person.
She would go above and beyond
whenever the need arose...”
Leonard Street, Center
Manager UPS, Roswell
GA
“I am a person through which
things get accomplished”
Jacqueline Ruffin,
Customer Service
Professional
Experienced Customer Service Professional
I have over 20-years’ experience providing customer support and
resolution. Seeking to have the opportunity to contribute to the continued
growth and success of the UPS brand.
● Hold Bachelor’s Degree in Organizational Management.
● Certificate of completion OASIS Leadership Academy.
Education
Bachelor Degree in Organizational Management
NYACK College - ADCP, New York, NY. 2006
Pursued Bachelor of Arts in Social Work
Lehman College, Bronx, NY. 1986-1987
Associate Degree in Liberal Arts
Borough of Manhattan Community College, New York, NY. 1983-1986
High School Diploma
Julia Richman H.S. New York, NY. 1979-1983
Key Qualifications
Honest communicator with excellent interpersonal/people skills.
Constructive thinker with strong written and verbal communication
skills.
Extremely resourceful with the ability to solve problems and achieve
win-win outcomes.
Dedicated to building productive relationships, resolving complex issues
and winning customer loyalty.
Experiential Learning
Through the process of time I have developed knowledge, skills, and values
from direct experiences inside and outside the traditional academic
setting. My experiential learning encompasses a variety of activities
including internships, service learning, undergraduate research, and other
creative and professional work experiences. I have experience in
interdisciplinary learning, small group facilitator, leadership, and other
professional and intellectual skills.
Computer Skills
● AS 400 Computer System, ORACLE
● Microsoft Windows®, MS Word, MS Publisher, Adobe Photoshop
● Working knowledge of the Internet, some HTML.

2. Employment
United Parcel Service
Operations Management Specialists, 2007 to Present | Roswell, GA
● Redirect negative situations into positive outcomes
● Research to prevent/resolve service failures using available
customer systems.
● Provide timely follow-up with all customers on messages,
delivery change requests, concerns, driver follow-ups and package
status updates.
● Effectively communicate actions and commitments to
customers to productively handle complex conversations.
● Monitor the planned, organized and daily assignment of all
pickup and delivery work in the package center.
Administrative Assistant, Automotive, 2001 to 2007 | New York
● Perform data entry, light bookkeeping and other administrative
duties.
● Verify and process bill payments, credits, etc.: maintain and
update account information.
● Create and update spreadsheets utilizing Excel; track and
maintain inventory.
Tele-servicing Representative, 1996-2000 | New York
● Respond to customer concerns, billing inquiries while
providing excellent customer service.
● Make cold calls; initiated new sales leads; provided general
information to clients.
● Acted as liaison between clients and the various departments
throughout UPS.
Administrative Technician, 1990 to 1996 | New York
● Sorted and distributed incoming/outgoing mail to various
departments.
● Performed data processing/date entry into AS400 System.
● Performed troubleshooting and problem solving as required.
Customer Service Representative, 1988-1990 | New York
● Answered voluminous in-bound telephone inquiries; handled
customer concerns.
● Tracked packages; performed data entry and all facets of
customer service.
Auditing Clerk, 1985-1988 | New York
● Audited and checked packages ensuring proper shipping
procedures were intact.
● Reviewed and updated paperwork for shipments; handled
revenue recovery in accordance with company guidelines.
References furnished upon request