Jailene Serrano-Helm
Wimauma,FL
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Hostess Trainer
Barcelona Wine Bar
11.2024 - 04.2025
- Enhanced customer satisfaction by efficiently managing reservations and seating arrangements.
- Managed high-pressure situations during peak hours, maintaining excellent customer service and smooth operations.
- Promoted a culture of teamwork among all front-of-house staff which resulted in better collaboration and higher efficiency levels.
- Maintained clean and organized front-of-house areas, contributing to an inviting atmosphere for guests.
- Trained and mentored new hostesses, resulting in increased efficiency of the team as a whole.
- Addressed any guest complaints or issues swiftly resolving them leading to increased customer loyalty.
- Streamlined training process for new hostesses, reducing onboarding time significantly.
- Collaborated with waitstaff to accommodate guest requests promptly, enhancing overall dining experience.
- Partnered with the management team to identify areas of improvement and implement changes that positively impacted overall restaurant operations.
Customer Service Representative
Consumer support group
12.2023 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Insurance Sales Agent
USAA
01.2022 - 12.2023
- Educated clients on insurance products, enabling them to make informed decisions regarding their coverage needs.
- Developed strong relationships with clients through consistent communication and exceptional customer service.
- Contributed to agency success by consistently meeting or exceeding monthly sales targets.
- Enhanced sales pipeline by targeting potential customers in various markets and utilizing effective marketing strategies.
- Generated quotes and proposals for clients to match individual needs.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Developed sales strategies to increase sales of insurance policies.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
Customer Service Representative
Pure debt solutions
06.2021 - 12.2022
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Customer Service Representative
Consumer Justice Center
02.2017 - 05.2021
- Assisted clients with creditor harassing phone calls & legal documents they received from attorneys while being enrolled with a debt settlement company.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Analyzed customer service metrics to identify trends and develop strategies for improvement.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Server
Buffalo Wild wings
06.2017 - 11.2017
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
Server
Applebee's
08.2014 - 05.2017
- Server/Hostess
- Cultivated warm relationships with regular customers.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Education
High school Diploma -
Freedom High School
Tampa, FL05.2013
Skills
- Coaching team members
- Collaborative team development
- Experienced in insurance sales strategies
- Experienced in software utilization
- Strong verbal communication
- Service excellence
- Proficient typing skills
- Experienced with Microsoft Office applications
- Professional phone communication
- Advanced Excel skills
- Skilled in formatting and editing with Microsoft Word
- Strong organizational abilities
- Customer engagement via live chat
- Detail-oriented data input
- Proficient in Microsoft Access
- Sales enhancement techniques
- Effective written communication
- Client account management
- Strong leadership
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Critical thinking
- Active listening
- Decision-making
- Relationship building
- Safety procedures
- Task prioritization
- Goal setting
- Professionalism
- Staff training
Certification
Property & Casualty License
Timeline
Hostess Trainer
Barcelona Wine Bar
11.2024 - 04.2025
Customer Service Representative
Consumer support group
12.2023 - 03.2024
Insurance Sales Agent
USAA
01.2022 - 12.2023
Customer Service Representative
Pure debt solutions
06.2021 - 12.2022
Server
Buffalo Wild wings
06.2017 - 11.2017
Customer Service Representative
Consumer Justice Center
02.2017 - 05.2021
Server
Applebee's
08.2014 - 05.2017
High school Diploma -
Freedom High School
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