Gena Gentry
Arlington,TX
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Massage Therapist
Hand & Stone Massage and Facial Spa
Arlington, TX
10.2022 - Current
- Assessed medical histories and conditions of clients to determine contraindications to massage services.
- Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
- Assisted clients in understanding benefits of massage therapy to provided education on self-care techniques.
- Maintained accurate client records for effective treatment planning and progress tracking.
- Boosted repeat business through outstanding customer service and personalized massage experiences.
- Performed detailed assessments to identify areas of tension or discomfort, leading to more effective treatments.
Customer Service Representative
Kyocera Document Solutions America, Inc.
Irving, TX
01.2022 - 10.2022
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Massage Therapist
Hand & Stone Massage and Facial Spa
Mansfield, TX
08.2017 - 11.2021
- Assessed medical histories and conditions of clients to determine contraindications to massage services.
- Utilized deep tissue, Swedish and myofascial massage therapy techniques to provide options to customers.
- Assisted clients in understanding benefits of massage therapy to provided education on self-care techniques.
- Maintained accurate client records for effective treatment planning and progress tracking.
- Boosted repeat business through outstanding customer service and personalized massage experiences.
- Performed detailed assessments to identify areas of tension or discomfort, leading to more effective treatments.
Escrow Assistant
First American Title Insurance
Irving, TX
10.2020 - 07.2021
- Assisted customers with the escrow process, including answering questions and providing documentation.
- Processed payments from buyers and sellers in a timely manner.
- Resolved issues related to escrow accounts by communicating with customers and lenders.
- Verified funds received were sufficient to cover closing costs prior to closing date.
- Provided customer service through phone calls or emails promptly and professionally.
- Performed quality control checks on all documents associated with an escrow account.
- Monitored progress of each transaction from beginning to end ensuring timely completion.
- Managed master calendar of signings and organized related paperwork.
- Reviewed files, records and other documents to obtain information or respond to
- Scheduled and coordinated delivery of security certificates to and from companies and customers.
- Enhanced client satisfaction by delivering timely and accurate escrow services.
- Reduced errors in documentation by meticulously reviewing and verifying all necessary paperwork.
- Facilitated smooth document signing appointments, ensuring clients understood each step of the process.
- Expedited the resolution of any outstanding issues by proactively engaging relevant parties for prompt action on pending items.
- Scheduled signings and gathered required paperwork.
- Returned executed loan packages to lender for review and approval in accordance with lender instructions.
- Developed strong relationships with clients through excellent customer service, fostering trust and loyalty.
- Consistently updated client information in company database, keeping records accurate and up-to-date throughout the transaction process.
- Assisted with the successful closing of numerous escrow transactions, ensuring all parties were informed and satisfied.
Customer Service Representative
Kyocera Document Solutions America, Inc.
Irving, TX
10.2017 - 12.2018
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered prompt service to prioritize customer needs.
- Managed timely and effective replacement of damaged or missing products.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Lead Customer Service Associate
Examination Management Services, Inc
Irving, TX
04.2010 - 06.2014
- Enhanced customer satisfaction by promptly addressing concerns and providing tailored solutions.
- Established rapport with clients by actively listening to their needs and personalizing interactions.
- Optimized workflows through continuous process improvement efforts, enhancing operational efficiency.
- Championed the adoption of new tools, driving increased productivity within the team.
- Resolved escalated customer complaints effectively while maintaining composure under pressure.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Implemented and developed customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Consistently met performance metrics in call handling, fostering a high-quality service environment.
- Contributed ideas during strategy meetings focused on improving overall departmental performance metrics.
- Engaged clients in person and over phone to answer questions and address complaints.
- Reviewed associate performance to identify training needs.
Program Manager
Examination Management Services, Inc
Irving, TX
01.2006 - 04.2010
- Communicated regularly with external partners to ensure alignment of strategies and goals.
- Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
- Identified areas of improvement in existing processes, procedures and systems related to the program delivery cycle.
- Analyzed data collected during the course of the program operations and reported results accordingly.
- Maintained positive relationships with vendors by monitoring their performance against agreed upon contractual terms.
- Generated and delivered reports, program review presentations and other program status updates.
- Managed external client and business partner relationships.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
State License in Massage Therapy -
Texas Center for Massage Therapy
Arlington, TX03.2015
High school diploma -
South Grand Prairie
Grand Prairie, TX05.1988
Skills
- Customer Consultation
- Stress management techniques
- Administrative Procedures
- Administrative Support
- Deep Tissue Massage
- Relationship building and management
- Social skills
Accomplishments
Awarded KPI Hero four times
Awarded by the Vice President of the company as top employee for 2 quarters
Certification
Massage Therapy License, 01/01/16, 09/01/24
Additional Information
I started Massage School in August 2014, graduating in March 2015. I held a job with a Chiropractor from 4/2015 thru May 2016. I then went to work for a Massage Envy. 5/201 6 thru 7/2017. I went to work for Hand and Stone in 2017 and over the course of 4 years worked both part-time and full - time.
Timeline
Massage Therapist
Hand & Stone Massage and Facial Spa
10.2022 - Current
Customer Service Representative
Kyocera Document Solutions America, Inc.
01.2022 - 10.2022
Escrow Assistant
First American Title Insurance
10.2020 - 07.2021
Customer Service Representative
Kyocera Document Solutions America, Inc.
10.2017 - 12.2018
Massage Therapist
Hand & Stone Massage and Facial Spa
08.2017 - 11.2021
Lead Customer Service Associate
Examination Management Services, Inc
04.2010 - 06.2014
Program Manager
Examination Management Services, Inc
01.2006 - 04.2010
State License in Massage Therapy -
Texas Center for Massage Therapy
High school diploma -
South Grand Prairie