Jamie Mendoza
Plant City,FL
Summary
Personable and dedicated Customer Service Representative with extensive experience in call center industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Ethical representative talented at processing high volumes of error-free cases and meeting departmental goals. Offering 9 years of experience in quickly resolving high demand issues and maximizing customer retention opportunities. Proficient in managing conversational flow and diffusing difficult customer situations.
Overview
14
14
years of professional experience
Work History
Hotshot Cabin Cleaner
ABM Aviation
Dallas, Texas
11.2024 - Current
- Ensured that all cleaning supplies were properly stored after use.
- Applied fluid to aircraft surfaces to remove ice.
- Stocked linens and towels in the cabins according to established procedures.
- Communicated frequently with dispatch to relay route changes and delays impacting customer delivery timetables.
- Inspected vehicle and maintained gas, oil and water levels.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Worked effectively in team environments to make the workplace more productive.
Credit Assistant
Bank of America
Tampa, FL
10.2023 - 07.2024
- Reviewed credit applications and financial statements to assess risk and determine appropriate terms for customers.
- Maintained customer files, including credit histories, payment records and account status information.
- Researched potential customers to verify identity and obtain credit references.
- Reviewed, analyzed and prepared payments for accuracy and completeness prior to processing.
- Collaborated with other departments to resolve payment issues in a timely manner.
- Performed regular audits of existing payment processes to ensure compliance with company policies and procedures.
- Interviewed customers to obtain financial information, payment history and other relevant details.
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Conducted skip-tracing activities to locate delinquent customers.
- Assisted in the development of strategies to improve collections process efficiency.
- Investigated customer disputes and complaints regarding billing errors and incorrect charges.
- Analyzed customer data to identify potential areas of improvement within the collections department.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Recruiting Coordinator, Temp Job
JP Morgan Chase
Tampa, FL
02.2023 - 10.2023
- Collaborated with recruitment and HR professional to achieve hiring goals.
- Reviewed referral candidates and contacted qualified individuals to request applications.
- Tracked personal information of employees.
- Explained policies, procedures and services to new candidates.
- Sourced, qualified and conducted screening interviews with job candidates.
- Interviewed job applicants to obtain information on work history, education or job skills.
- Searched for qualified job candidates using computer databases, media advertisements or employee referrals.
- Informed job applicants of duties and responsibilities, compensation and benefits.
- Scheduled or conducted new employee orientations.
- Reviewed employment applications and job orders to match applicants with job requirements.
Fraud Payment Lifecycle Analyst
JPMorgan Chase
Tampa, FL
05.2021 - 02.2023
- Inbound call for wire/ACH Bank-enforced limits and held payment confirmation or red flags
- Monitoring various queues for detection of potentially anomalous payments and prioritizing to ensure payment cutoffs are met.
- Troubleshooting payment transactions to identify false/positives and decision on how to handle.
- Monitoring of the group mailbox and assignment of email inquiries that require investigation or client callback.
- Support the development and maintenance of policies, procedures, and training materials. Escalation of issues as necessary.
- Partner with the leadership team, other team members, and business partners to resolve client issues and to meet business goals.
- Ability to multi task while working under minimal supervision
- Knowledge on Wires, ACH, SWIFT & international payment conventions/practices
Credit Ops Sr Specialist II
JP Morgan Chase
Tampa, FL
01.2020 - 05.2021
- Make judgmental credit decisions based on your training, departmental standards, and quality standards.
- Lending experience
- Strong interpersonal skills; professional, courteous, customer-friendly, warm, empathetic, level-headed and composedDemonstrated self-reliance by meeting and exceeding workflow needs.
- Analyzed applicants' financial status, credit and property evaluation to determine feasibility of granting the credit card.
- Motivated to deliver great customer experiences, maintaining a positive attitude in challenging situations by offering customers alternative solutions and enhanced products.
- Handled all delegated tasks, including Talking on the phone with customers in regards their credit report and determining if more documents will be needed.
- Assisted customers with invoice questions, special invoicing, reporting, corrections and write-offs and resolved customer issues discovered during invoicing and collection process.
- Accepted and processed customer payments and applied toward account balances.
- Provided excellent service and attention to customers when phone conversations.
Insurance Specialist
Progressive
Riverview, FL
11.2019 - 01.2020
- Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns.
- Engaged customers and provided high level of service by carefully explaining details about documents.
- Cultivated professional relations to establish long-term profitable partnerships.
- Resolved Billing issues quickly through meticulous research, making changes in the policy and building insurance cards.
- Analyzed customer needs and provided best options, upselling products and services.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Increased client retention through loyalty rewards and incentivization program.
- Cultivated lasting professional relationships, which created continuous client referral streams within community.
- Received underwriting approvals after accurately completing applications for insurance coverage.
Sr Specialist II
JP Morgan Chase
Tampa Fl, FL
03.2018 - 11.2019
- Cultivated impactful relationships with customers and drove business development by delivering product knowledge with exceptional customer service
- Take escalation calls
- Developed exceptional attendance record with special attention to punctuality and preparation to work upon arrival
- Addressed customer inquiries quickly and accurately by planning, Prioritizing and organizing cases
- Passed daily re-key goal by 95% and end-of-month goals by 95% of productivity
- Proactively identified and solved complex problems impacting operations management and business direction
- Independently make decisions to satisfy the customer needs and meeting the company guidelines
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Provided outstanding customer service to new and long-standing customers by attending closely to concerns and developing solutions
- Prepared release letters for risk and attorney approval
- Protected company reputation and built loyal client base by working relentlessly to resolve problems and improve customer satisfaction
- Conducted analysis to address escalated cases which led to personal recognition and maintaining customer‘s relationship
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings
- Collected, tracked, searched, evaluated And analyzed transaction data to complete batch settlements on every cases
- Seeks guidance from team members to resolve issues and identify appropriate issues for escalation
- Partners with and/or directs vendors and internal business partners to facilitate claims resolution
- Supports workload surges and/or Catastrophe operations as needed to include working significant overtime during designated catastrophic events
Sr.Specialist I
JP Morgan Chase
Tampa Fl, FL
09.2016 - 03.2018
- Troubleshoot merchant’s Terminals issues
- Updated Terminals software versions with downloads to close security loopholes and protect users
- Configured download files, including all hardware, software and peripheral devices
- Documented repair processes and helped streamline procedures for future technical support actions
- Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns
- Assisted online users via phone to resolve issues related to logging issues and web use and access ROL
- Supported assistance to customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware
- Processed 100% inbound calls daily
- Collaborated with
- Provide an exceptional customer service satisfaction By then merchants leave a positive 5 star customer review rating
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Helped customers track and ship their Terminal replacement
- Maintained records, logs and lifecycle documentation of cases work requests
- Explained technology-related details in easy-to-understand terms to individuals from all walks of life and in various job positions
- Contributes to business goals, performance metrics, and effectively uses tools & technology
Bilingual Customer Service Representative
GC Services Limited Partnership
Lakeland, FL
09.2013 - 10.2016
- Manage new agents coming to floor
- Take escalated calls
- Effectively managed approximately 120 inbound and outbound calls daily
- Reasoned with customers and attempted to negotiate full balance payments
- Handled, researched and settled full passed due balances
- Advised debtors on payment options and set up payment plans Up to 6 months
- Handled irate customers smoothly to achieve performance targets when taking escalation calls
- Used effective questioning techniques to clarify why debtors were delinquent
- Developed high-performing every month which consistently exceeded department goals, and archiving Start Associate
- Completed frequent assessments of training materials, structure and success rates in order to enhance program
- Administered initial employees assessments, evaluating their Quality Controls calls and guide them to meet collection goal factors
Department Leader
AG-Mart Produce Inc
Plant City , FL
12.2011 - 09.2013
- Monitored new employees to maximize team performance and achieve daily performance objectives
- Managed Box shed department with over 10 employees
- Maintained high level of morale and team-work on production floor through frequent communication with employees
- Obtained required documentation for onward movement of cargo
- Organized storage areas to maximize efficiency of materials movements and minimize labor required
Bilingual Customer Service Representative
Teleperformance
Guadalajara , Jal
10.2010 - 08.2011
- Assisted in technical support process refinement to improve customer service and support
- Identified opportunities to upsell technical products and services, boosting revenues by 2% to existing accounts
- Supported Comcast customers having cable TV issues, assisting with troubleshooting steps and rebooting of hardware
- Compiled data for account reports to schedule a Technician
- Experience in an inbound phone-intensive, contact center environment using a headset
Education
High School Diploma -
Zephyrhills High School
Zephyrhills, FL05.2007
Associate of Arts - Business
Hillsborough Community College
Tampa, FLSkills
- Excellent Customer service
- Researching
- Sales
- Supervisor
- Technical support
- Phone
- Bilingual in English and Spanish
- Data entry
- Reporting
- Escalation calls experience
- Performance evaluation
- Opening and closing procedures
- Interest calculations
- Storage data
- Strong working knowledge of Visa/MasterCard operating rules and regulations pertaining to Chargebacks preferred
- Team leadership
- Transactions reconciliation
- Proficient in Microsoft Word, PowerPoint, Exel, OneNote, Outlook
- POS systems
- Quality control
- Active listening
- Call center experience
- Inbound and outbound calling
- Organizational strengths
- Problem-solving abilities
- Clerical support
- High-energy attitude
- Office equipment proficiency
- Work under pressure
- Critical thinker
- Scheduling and calendar management
- Telephone etiquette
- Client interactions
- Banking and financial services background
- Superior organization skills
- Resolution-oriented
- Excellent multi-tasker
- Effective team player
- Cheerful and energetic
- Savvy negotiator
- Dependable and reliable
- Detail-oriented
- Time management
- Organized
- Strong communication skills
- Invoice processing
- Staff training and development
- Managing risk
- Data collection
- Negotiation proficiency
- Manager skills
- self motivated
Affiliations
Start Associate of the month February 2014
Multiple five keys 2016-present
Nominated to Case One award June 2019
Timeline
Hotshot Cabin Cleaner
ABM Aviation
11.2024 - Current
Credit Assistant
Bank of America
10.2023 - 07.2024
Recruiting Coordinator, Temp Job
JP Morgan Chase
02.2023 - 10.2023
Fraud Payment Lifecycle Analyst
JPMorgan Chase
05.2021 - 02.2023
Credit Ops Sr Specialist II
JP Morgan Chase
01.2020 - 05.2021
Insurance Specialist
Progressive
11.2019 - 01.2020
Sr Specialist II
JP Morgan Chase
03.2018 - 11.2019
Sr.Specialist I
JP Morgan Chase
09.2016 - 03.2018
Bilingual Customer Service Representative
GC Services Limited Partnership
09.2013 - 10.2016
Department Leader
AG-Mart Produce Inc
12.2011 - 09.2013
Bilingual Customer Service Representative
Teleperformance
10.2010 - 08.2011
High School Diploma -
Zephyrhills High School
Associate of Arts - Business
Hillsborough Community College