Jackie Roque

Branch Office Supervisor

Professional Overview

Jackie Roque is an experienced Branch Office Supervisor with a proven track record of driving operational excellence and customer satisfaction in the energy industry. With over 20 years of diverse experience spanning customer service, quality assurance, and supervisory roles, Roque brings a unique blend of technical expertise and leadership capabilities to her current position.

Experience Summary

Current Role

As the Branch Office Supervisor at SoCalGas, Roque is responsible for overseeing the day-to-day operations of the local branch office, including managing a team of customer service representatives, coordinating service appointments, and ensuring the timely and accurate resolution of customer inquiries and concerns. Under her leadership, the branch has consistently exceeded key performance metrics, earning recognition for exceptional service delivery.

Career Progression

Roque joined SoCalGas in 2000 as a Customer Service Representative, demonstrating a strong aptitude for problem-solving and a deep commitment to customer satisfaction. She quickly advanced through the organization, taking on roles of increasing responsibility, including Quality Assurance Specialist, Call Center Supervisor, and Level of Service Administrator. Roque's ability to drive process improvements, implement innovative solutions, and foster a culture of continuous learning has been instrumental in her career growth.

Academic Background

Roque holds a Bachelor of Science degree in Business Administration from the University of California, Los Angeles, where she graduated with distinction.

Areas of Expertise

• Customer service operations and process optimization

• Call center management and team leadership

• Quality assurance and compliance monitoring

• Stakeholder engagement and cross-functional collaboration

• Performance management and employee development

Professional Impact

As a respected leader within the SoCalGas organization, Roque has spearheaded several high-impact initiatives. She played a key role in the implementation of a new customer relationship management (CRM) system, resulting in a 15% improvement in first-call resolution rates. Additionally, Roque led a cross-functional team in the development of a comprehensive training program for customer service representatives, which contributed to a 20% reduction in average call handling times.

Conclusion

With her deep industry expertise, strong technical skills, and proven leadership capabilities, Jackie Roque is poised to continue making significant contributions to the success of SoCalGas. Her unwavering commitment to customer service excellence and her ability to drive operational improvements make her a valuable asset to the organization.