Jalanna Sepulveda
Scranton,PA
Summary
Adaptable professional with 5.5 years of experience and a proven knowledge of conflict resolution. customer communications, critical thinking and customer needs assessment. Also, with a great amount of medical information and termonlogy Aiming to leverage my skills to successfully fill the Customer Service role
at your company.
Overview
5
5
years of professional experience
Work History
IT Specialist
C3I Solutions
Pittston, PA
06.2017 - 08.2019
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Observed system functioning and entered commands to test different areas of operations.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Provided local and remote Tier 1 IT support for hardware and software to company personnel.
- Maintain and administer computer networks and related computing environments including computer hardware, Systems software, applications software, and all configurations.
- Perform data backups and disaster recovery operations, Diagnose, troubleshoot, and resolve hardware. software, or other network and system problems, and replace defective components when necessary.
- Assisted Customers via Email and chat.
Customer Service Representative
Navient Solutions
Nanticoke, PA
05.2016 - 04.2017
- Assisted between 80 and 100 customers each day with questions in regards to their student loans.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Delivered high level of service and support to each customer, paving way for future business opportunities.
- Maintained calm, friendly demeanor with upset customers to de-escalate stressful situations.
- Documented conversations with customers to track requests, problems and solutions.
- Escalated customer concerns, store issues and inventory requirements to supervisors.
Logistics Assistant
Sanofi Pasteur VaxDesign Corporation
Mount Pocono, PA
05.2014 - 06.2016
- Maintain databases of logistics information.
- Prepare reports on logistics performance measures.
- Made equipment for the production Of the Flu Vaccine.
- Designed quality assurance methods and detailed inspections for all completed products.
Front Desk Agent
Kalahari Resorts
Mount Pocono, PA
05.2015 - 10.2015
- Enhanced guest satisfaction by answering inquiries about business operations and policies, resolving concerns and developing creative solutions to guest concerns.
- Posted charges, updated accounts and issued bills to departing guests.
- Monitored reservations to track incoming parties and special events.
- Monitored safety, health and sanitation processes throughout all areas and enforced rules to promote security and safety.
- Pleasantly greeted every guest approaching front desk, maintaining pleasant demeanor even during moments of stress.
- Pleasantly answered phone calls and routed to proper guest or department.
- Answered phones, responded to customer inquiries and transferred calls to appropriate staff members.
Education
Some College (No Degree) -
Lackawanna College
Scranton, PAMedical Assistance Certificate -
Fortis Institute
Scranton 12.2015
High School Diploma -
terminologyJalannaPocono Mountain East High-school
Mount Pocono PA06.2012
Skills
- Technical issue analysis
- Application installations
- Software upgrades
- Hardware diagnosis
- Technical troubleshooting
- Report creation
- Credit card payment processing
- Inbound and outbound calling
- Conflict resolution
- Customer relations
- Call center experience
- Team collaboration
- Oral and writing communication
- Hospitality services
- Listening skills
- Correspondence typing
- Recordkeeping
- Strong attention to detail
- Reliable
- Dedicated and careful
- Strong attention to detail
- Fast learner
Timeline
IT Specialist
C3I Solutions
06.2017 - 08.2019
Customer Service Representative
Navient Solutions
05.2016 - 04.2017
Front Desk Agent
Kalahari Resorts
05.2015 - 10.2015
Logistics Assistant
Sanofi Pasteur VaxDesign Corporation
05.2014 - 06.2016
Some College (No Degree) -
Lackawanna College
Medical Assistance Certificate -
Fortis Institute
High School Diploma -
terminologyJalannaPocono Mountain East High-school
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