SanJuana Winstead
Leesburg,VA
Summary
Dedicated customer service professional with extensive knowledge of service delivery and a proven ability to multitask effectively. Committed to building and maintaining professional relationships to drive business results and increase profitability. Customer satisfaction is my top priority, and I strive to provide exceptional service and unmatched support. Proficient in utilizing customer service best practices, adept at exploring different solutions to effectively address customer needs. Customer Service Representative with top-notch skills in oral and written communication, active listening, and analytical problem-solving. Employing service-oriented behaviors and understanding customer desires, enhancing customer experiences and building loyalty through customized solutions. Strong background in customer interactions and service solutions, excelling in conflict resolution, communication, and problem-solving to ensure customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach, dedicated to meeting both customer and organizational goals. Diligent [Desired Position] with solid background in customer service, proven track record of efficiently resolving inquiries and maintaining high satisfaction rates. Leveraging communication and problem-solving skills to enhance the overall customer experience. Hands-on experience in [Area of expertise] with a talent for navigating challenges, bringing strong problem-solving skills and a proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset, committed to making meaningful contributions that advance organizational goals.
Overview
55
55
years of professional experience
Work History
Customer Service Representative/Call Agent
Maximus Federal Services
08.2021 - 05.2024
- Company Overview: Maximus is there to protect health, support families, strengthen workforces and streamline government services
- (1-Maximus, Moving People…lives
- Https://maximus.com)
- Attended training for A/B /Claims Tier 1 and Durable Medical Equipment (DME) Tier 1
- Duties consisted of answering Medicare Beneficiaries' questions and concerns regarding Medicare benefits and offering solutions through the tools provided by our employer
- Completed enrollments/disenrollments as appropriate when required, performed other duties as assigned
- Maximus is there to protect health, support families, strengthen workforces and streamline government services
- (1-Maximus, Moving People…lives
- Https://maximus.com)
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
Front Desk Clerk and Housekeeping Supervisor
THE INN at South Padre Island
01.2016 - 08.2021
- In charge of assigning work schedules for the hotel's housekeeping staff
- Responsible for ensuring high standards were maintained in room cleanliness and sanitizing of guest rooms
- Responsible for reporting routine maintenance requirements of guest rooms
- Performed other duties as assigned
- Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Monitored front desk telephone lines attentively for prompt response to incoming calls while multitasking effectively during busy periods.
- Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
- Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
Youth Care Worker (YCW)
SOUTHWEST KEY PROGRAMS
05.2018 - 10.2019
- Responsible for providing direct care supervision for youth residing at Casa Padre (SWKEY)
- Duties included encouraging a positive learning experiences and observing safety guidelines while implementing positive behavioral management techniques
- Provided direct care services to youth under my care and adhered to ratio standards
- It included developing positive rapport with youth ensuring a safe environment was paramount
- Assisted Classroom Teachers as necessary and maintained classroom organization for optimal learning opportunities
- Encouraged youth to participate in physical education (PE) activities as well as large muscle activities
- Familiar with organization's evacuation procedures for inclement weather, natural disasters and other unforeseen disasters
- Attended all meetings, required training as well as professional development training and events
- Maintained CPI certification and administered approved techniques as well as First Aid and CPR when deemed necessary
- Collaborated with other Team members to foster a safe and positive environment to the youth under our care
- Performed other duties as assigned
- Provided a safe and nurturing environment for at-risk youth through consistent supervision and positive reinforcement.
- Conducted regular safety checks and maintained facility cleanliness, ensuring a secure and hygienic environment for all program participants.
- Improved communication skills among youths by encouraging group discussions and collaborative projects.
- Enhanced youth development by implementing structured activities and educational support.
- Delivered crisis intervention services when necessary, addressing urgent concerns promptly while maintaining safety for all involved parties.
- Assisted with daily living skills training, supporting self-sufficiency among program participants.
- Established clear expectations for behavior within the residential facility, reinforcing accountability among youths in our care.
- Evaluated needs of youth and outlined measures to address.
- Provided academic support during homework hours helping students stay on track academically.
- Implemented behavior modification techniques to foster positive growth and change in troubled youths.
- Provided emotional support and guidance to promote positive self-esteem and resilience in challenging situations.
- Fostered safe and nurturing environment, ensuring physical and emotional safety of all youth under care.
- Improved communication skills among youth with tailored conflict resolution training.
- Built strong, trust-based relationships with youth, becoming reliable and positive role model.
- Intervened in crisis situations and counseled children experiencing emergencies and disruptive incidents.
Demo Event Specialist (ES)
CROSSMARK INC
03.2015 - 06.2017
- Promoted various products during on site events in retail environments in a bilingual atmosphere
- Provided outstanding customer service to all customers by facilitating in-store food/product demonstrations and events
- Demonstrated knowledge of products, accessories and services and used this knowledge to drive sales
- Established strong relationships with store managers and staff, collaborating on promotional events for increased brand exposure.
- Collaborated with fellow demonstrators on best practices for presentation techniques resulting in increased effectiveness across the entire team.
- Spoke with interested customers and provided additional product information.
- Improved overall customer satisfaction ratings through attentive service and detailed explanations during product demonstrations.
- Contributed to the achievement of sales targets through persuasive communication skills while presenting products to potential buyers.
- Ensured proper setup and breakdown of demonstration areas, maintaining a clean, organized, and visually appealing space for customers.
- Provided coupons, product samples and informational brochures to customers.
- Supported company presence at trade shows, conferences, or other industry events by demonstrating products in a professional manner that showcases their features effectively.
- Maintained up-to-date knowledge of industry trends and competitor offerings to effectively position products during demonstrations.
- Assisted in the creation of attractive marketing materials used during product demonstrations such as brochures or banners.
- Demonstrated and explained [Type] products to persuade customers to complete purchases.
- Consistently kept working area clean and organized and returned items to proper locations following demonstrations.
- Managed inventory control at demonstration sites accurately tracking items utilized throughout each event ensuring seamless replenishment for future engagements.
- Boosted sales performance by providing clear, concise, and appealing presentations of products to potential customers.
- Increased product awareness by conducting engaging and informative demonstrations in various retail settings.
- Cultivated positive brand image through professional demeanor and exceptional knowledge of products demonstrated.
- Provided valuable feedback to management regarding consumer preferences, leading to improved marketing strategies and product development.
- Enhanced customer experience by addressing questions and concerns promptly during product demonstrations.
- Exceeded event attendance goals by promoting upcoming demonstrations via social media platforms and in-store announcements.
- Prepared presentations to target audiences based on specific demographics and product details.
- Increased repeat business by developing rapport with customers and providing personalized follow-ups after product demonstrations.
- Evaluated consumer feedback post-demonstration, identifying areas for improvement and adapting presentation strategies accordingly.
- Assisted customers in locating items, addressed questions and provided product samples.
- Recommended specific product options to meet customer needs.
- Arranged demonstration areas to be appealing to attract attention of prospective customers.
- Engaged consumers in stores, on sidewalks and at outdoor events to encourage product sampling.
- Set up product displays before demonstrations and checked after completing presentation to maintain attractive sales space.
- Developed strong, honest and open customer relationships by presenting informational sales presentations to potential customers.
- Prepared and delivered sleek and professional sales presentations to explain product benefits.
- Recorded quantities of sample and coupon distribution to estimate productivity and sales.
- Requested contact information from potential customers to provide additional information.
- Provided [Type] product samples, coupons, informational brochures and incentives to persuade people to buy products.
- Worked with team to achieve sales goals for products.
- Developed creative displays and signage to draw customers to products.
- Planned and organized sampling events by working hand-in-hand with retail store managers and leaders.
- Collaborated with marketing team to create and implement promotional campaigns.
- Developed and executed promotional campaigns to drive brand awareness and sales.
- Collaborated with sales staff to identify target customers, promote products and increase sales.
- Maintained clean, organized and professional work environment.
- Established and maintained positive relationships with customers.
- Greeted customers warmly and pleasantly answered inquiries.
- Provided exceptional customer service to drive satisfaction.
- Educated customers on product features and answered questions regarding product use.
- Maintained knowledge of current promotions and product features.
- Increased sales by effectively communicating product benefits.
- Communicated product value, quality, and style to educate and entice potential customers.
- Demonstrated products to customers to illustrate features, advantages and benefits.
- Engaged customers to communicate key product features.
Substitute Teacher
Los Fresnos CISD
08.2013 - 10.2015
- Substituted for regular teacher in grades elementary, middle school and special resource classes
- Implemented differentiated instruction techniques to accommodate diverse learning styles and abilities.
- Improved student comprehension by utilizing diverse teaching methods and strategies.
- Participated in ongoing professional development opportunities to stay current on educational trends and research.
- Managed classroom behavior effectively to maintain an optimal learning atmosphere for all students.
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Supervised lunchroom and recess activities.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Followed lesson plans designed by absent teachers.
- Enforced school and class rules to maintain order in classroom.
- Implemented classroom management techniques to maintain positive learning environment.
- Monitored student behavior and administered discipline as needed.
- Monitored student performance and provided feedback to inform instruction.
- Utilized variety of instructional strategies to meet individual student needs.
- Developed creative instructional strategies to keep students engaged and motivated.
Substitute Teacher, K-12
Los Fresnos Consolidated Ind Sch Dist
08.2010 - 06.2013
- Was on call to substitute at various schools within the district
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Managed classroom behavior effectively, implementing clear expectations and consistent consequences for all students.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Supervised lunchroom and recess activities.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Kept accurate and current attendance records and assignment sheets to maintain file compliance.
- Provided one-on-one tutoring sessions for struggling students, helping them improve academic performance and gain confidence in their abilities.
- Followed lesson plans designed by absent teachers.
- Enforced school and class rules to maintain order in classroom.
- Implemented classroom management techniques to maintain positive learning environment.
- Utilized variety of instructional strategies to meet individual student needs.
- Monitored student performance and provided feedback to inform instruction.
- Monitored student behavior and administered discipline as needed.
- Developed creative instructional strategies to keep students engaged and motivated.
- Collaborated with other educators to plan and review instruction.
- Developed lesson plans to align with grade-level standards and objectives.
Teacher Junior Reserve Officers' Training (JTOTC)
Brownsville Independent School District (BISD)
09.1991 - 06.2009
- Taught Junior Reserve Officers' Training Corps (JROTC) courses to high school students in grades ninth through twelfth in various subjects covered in the JROTC curriculum
- Subjects taught included Physical Fitness and First Aid, US History, Citizenship, Leadership, Geography and Map Skills, American History and Government
- Interacted with students and parents to discuss their educational progress, administered tests, graded classwork, posted grades, modified lesson plans to meet current school year requirements
- Maintained the Unit's Supply Room which included the following: Issued uniforms and equipment at the beginning of the school year and coordinated their return and cleaning at the end of the school year
- Administered the Unit's Budget which included purchase of all uniforms and equipment; maintained student rosters and files and other pertinent supply-room correspondence
- Sponsored the Unit's Male and Female Color Guard teams and supervised after school practice training from Monday through Thursday
- Attended 4-Week Summer Camp Training in conjunction with other Rio Grande Valley Schools' Cadre and over 400 cadets who participated in advanced leadership and physical fitness training
- Performed other duties as assigned
- Developed strong relationships with students, parents, and colleagues by maintaining open lines of communication and fostering a supportive learning environment.
- Managed classroom behavior effectively by establishing clear expectations, modeling appropriate conduct, and consistently enforcing established rules and consequences.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Maintained accurate records of student progress, attendance, and behavior to facilitate ongoing communication with parents about their child''s educational journey.
- Differentiated instruction to accommodate diverse learning needs, ensuring each student had an equal opportunity for success.
- Assessed student performance regularly using both formative and summative assessments to inform future lesson planning.
- Collaborated with other teachers to plan interdisciplinary units that connected subjects and promoted deeper understanding among students.
- Identified struggling students early on and provided additional support through tutoring sessions and modified lesson plans.
- Continuously pursued professional development opportunities such as workshops or conferences to stay current in educational trends.
- Organized extracurricular activities such as clubs or field trips that enriched students' learning experiences outside traditional classroom settings.
- Integrated cultural awareness into lessons by incorporating diverse perspectives and materials into the curriculum.
- Served on school committees focused on curriculum development, teacher evaluations, or community outreach initiatives to contribute positively to the overall school climate.
- Fostered positive learning environment that encouraged student curiosity and critical thinking.
- Enhanced students' critical thinking and problem-solving skills through project-based learning.
- Implemented classroom management plan that reduced disruptions, creating more conducive learning environment.
- Designed and implemented differentiated instruction strategy to meet diverse learning needs, enhancing educational outcomes.
- Increased parental involvement in students' education by organizing regular communication and events.
- Improved student engagement by incorporating interactive learning technologies into lesson plans.
- Enhanced literacy skills with targeted reading programs.
- Created and developed lesson plans to meet students' academic needs.
- Helped students explore concepts with engaging, learning-focused activities.
- Developed and implemented classroom routines to address varying student needs.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
- Worked with staff members and teachers to design comprehensive and individualized plans to optimize student education.
- Met with students, parents and administrators to address and resolve students' behavioral and academic issues.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Fostered student curiosity and interest through creative hands-on activities.
- Participated in department meetings to provide input to colleagues about student achievement and improvement.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Completed student progress reports mid-term to notify students and parents of strengths and areas of improvement.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Adapted teaching methods and materials to meet students' varying needs.
- Designed detailed learning plans for struggling students based on test, homework and assignment records.
Administrative Specialist/Sergeant First Class, Combat Engineering Platoon
US Army Fort Sam Houston TX
07.1969 - 09.1991
- Functioned as the Administrative Specialist for the Patrick Henry Village (PHV) military family housing office under the Deputy Chief of Staff of Logistics (ODCSLOG), Major General (MG) Rossier
- Operated office equipment such as fax machines, copiers, and phone systems, and used computers for spreadsheet, word processing, database management, and other applications
- Answered telephones and gave information to callers, took messages, or transferred calls to appropriate individual/office
- Greeted visitors and callers, handled their inquiries, and directed them to the appropriate person/office according to their needs
- Set up and maintained paper and electronic filing systems for records, correspondence, and other material
- Located and attached appropriate files to incoming correspondence requiring replies
- Opened, read, routed, and distributed incoming mail and other material and answered routine letters
- Completed forms in accordance with company (United States Government Regulations) procedures
- Made copies of correspondence and other printed material
- Reviewed work done by others to check for correct spelling and grammar
- Followed the company's format and corresponding directives and suggested revisions
- Drafted, typed and distributed Monthly Agenda Meeting notes, routine correspondence, and report
- Maintained a Top Secret clearance while on Active Duty
- Performed other duties as assigned
- Safeguarded sensitive information through the proper handling of confidential documents and secure storage methods.
- Handled mail, packages, emails, document transmissions and other types of data with both manual and automated tracking strategies.
- Improved customer satisfaction with prompt and professional responses to inquiries and concerns.
- Expedited project completion times by effectively prioritizing tasks based on deadlines and resource availability.
- Minimized errors in documentation through meticulous proofreading, editing, formatting skills.
- Enhanced team productivity by providing administrative support and coordinating daily operations.
- Facilitated communication between departments, organizing meetings and distributing essential information.
- Managed schedules, appointments, and travel arrangements for executives, ensuring seamless coordination of events.
- Handled incoming and outgoing mail.
- Resolved customer concerns efficiently to promote satisfaction and loyalty.
- Collaborated closely with human resources personnel to ensure timely processing of new hire paperwork, benefits administration, and employee record updates.
- Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
- Maintained a professional work environment by establishing clear office policies and procedures.
- Streamlined office processes by implementing efficient document management and filing systems.
- Increased efficiency in data entry tasks through the implementation of advanced software tools.
- Worked on behalf of senior leaders to complete project requirements according to schedules and within budgetary limitations.
- Provided exceptional reception services such as answering phone calls professionally, directing them appropriately while maintaining visitor logs.
- Scheduled meetings booked meeting rooms and prepared meeting agendas.
- Maintained and optimized manager's calendar and scheduled appointments and meetings and addressed conflicts with adequate time for preparation, follow-up and planning.
- Sorted, opened, and routed incoming correspondence and deliveries to help senior leaders respond quickly to business and customer requirements.
- Ensured accuracy in financial records by reconciling accounts and preparing detailed reports.
- Reduced expenses by negotiating favorable contracts with vendors and service providers.
- Fostered positive client relationships by promptly addressing questions or concerns related to their case files.
- Optimized resource allocation by tracking inventory levels, ordering supplies, and managing budget constraints.
- Monitored and managed expenses with allotted budgets and reviewed and approved expense reports.
- Supported departmental goals by collaborating with colleagues on cross-functional projects.
- Assisted in recruiting qualified candidates for open positions, conducting initial screenings and interviews.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping, and data entry for increased efficiency.
- Volunteered to help with special projects of varying degrees of complexity.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Assisted coworkers and staff members with special tasks on daily basis.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Managed filing system, entered data and completed other clerical tasks.
- Established administrative work procedures to track staff's daily tasks.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Transcribed and organized information to assist in preparing speeches and presentations.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Organized logistics and materials for each meeting and took detailed notes for later dissemination to key stakeholders.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Liaised between clients and vendors and maintained effective lines of communication.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
Education
Bachelor of Arts - Management Studies
Maryland University, University College
Substitute Teacher -
Los Fresnos CISD
Los Fresnos, Texas10.2015
Substitute Teacher -
Los Fresnos Consolidated Ind Sch Dist
Los Fresnos, Texas06.2013
Instructor - US ARMY JROTC
Brownsville Independent School District
Brownsville, Texas06.2009
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Problem Resolution
- Call center experience
- Complaint Handling
- Complaint resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Paperwork Processing
- Follow-up skills
- Administrative Support
- Prioritization
- Clerical Support
- Filing
- Reading Comprehension
- Office equipment proficiency
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative/Call Agent
Maximus Federal Services
08.2021 - 05.2024
Youth Care Worker (YCW)
SOUTHWEST KEY PROGRAMS
05.2018 - 10.2019
Front Desk Clerk and Housekeeping Supervisor
THE INN at South Padre Island
01.2016 - 08.2021
Demo Event Specialist (ES)
CROSSMARK INC
03.2015 - 06.2017
Substitute Teacher
Los Fresnos CISD
08.2013 - 10.2015
Substitute Teacher, K-12
Los Fresnos Consolidated Ind Sch Dist
08.2010 - 06.2013
Teacher Junior Reserve Officers' Training (JTOTC)
Brownsville Independent School District (BISD)
09.1991 - 06.2009
Substitute Teacher -
Los Fresnos CISD
Substitute Teacher -
Los Fresnos Consolidated Ind Sch Dist
Instructor - US ARMY JROTC
Brownsville Independent School District
Bachelor of Arts - Management Studies
Maryland University, University College
Administrative Specialist/Sergeant First Class, Combat Engineering Platoon
US Army Fort Sam Houston TX
07.1969 - 09.1991
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