Janelle Uribe-Perez

• Provide direct supervision and leadership to CITeam agents, ensuring adherence to performance, attendance, reliability, and productivity standards
• Collaborate with customers and subcontractors during the installation process to support successful project completion
• Audit job documentation and system data in alignment with policies and procedures to ensure timely and accurate invoicing
• Follow up with customers post-installation to collect final payments and any outstanding documentation required for billing
• Manage inbound communications to resolve issues efficiently and professionally
• Serve as a liaison between divisions, ensuring all post-installation needs, services, or missing documentation are identified and addressed promptly
• Uphold and enforce company procedures related to customer experience, promoting consistent and high-quality service across all interactions
• Support the development and accuracy of training materials, SOPs, and process documentation
• Lead hiring, onboarding, and continuous training efforts for new and existing team members
• Act as the first point of contact for escalations and provide support to the team and divisions as needed
• Conduct regular 1:1s with team members to review performance, provide coaching, and support development
• Provide overflow coverage and assist with operational needs during peak times or absences
• Invoice jobs daily to ensure the divisions are getting their monthly revenue.
• Perform other duties and projects as assigned

• Responsible for division and customer support across various channels and touchpoints to ensure job installations have been completed as contracted, all required documents are in CRM for invoicing and ensuring overall customer satisfaction.
• Support divisions by communicating with customers and subcontractors during completion of installation
• Follow policy and procedures to audit documents and information in system to support invoicing team
• Follow up with customers after installation to collect final payment and/or documents needed to invoice
• Handle all inbound calls to ensure resolution
• Effectively communicate with divisions with needs upon completion of installation for additional services needed or if documents and/or data is needed in the system
• Adhere to established company processes and procedures related to customer experience, ensuring consistency and quality in customer interactions
• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
• Trained new team members on support protocols and tools, enhancing team efficiency and service quality.
• Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Other duties as assigned
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
• Mentored junior team members in mastering complex technical concepts, bolstering the overall capabilities of the support unit.
• Created user accounts and assigned permissions.
• Invoice jobs daily to ensure the divisions are getting their monthly revenue.

• Support divisions by communicating with customers and subcontractors during completion of installation

• Follow policy and procedures to audit documents and information in system to support invoicing team

• Follow up with customers after installation to collect final payment and/or documents needed to invoice

• Handle all inbound calls to ensure resolution

• Effectively communicate with divisions with needs upon completion of installation for additional services needed or if documents and/or data is needed in the system

• Adhere to established company processes and procedures related to customer experience, ensuring consistency and quality in customer interactions

• Invoice jobs daily to ensure the divisions are getting their monthly revenue.

• Other duties as assigned

• Constantly making sure daily tasks and jobs are being completed on time.
• In charge of delegating weekly tasks to the team and making sure they are completing them on time
• Ensured all financials and financial audits are completed on time daily
• Responsible for making sure all jobs are completed and done on time exceeding customer expectations
• Focused on the growth and the percentage of our monthly, quarterly & yearly sales for our store
• Responsible for completing shipping and printing talk tracks with all team member’s monthly
• Maintained office inventory and equipment by anticipating supply needs
• Place office supply and retail orders, ensuring we have enough supply to operate
• Monthly consumable counts, quarterly all retail counts, and weekly forecast
• Handle cash and have a 100% accuracy on daily till closing
• Handled customer complaints and concerns promptly, escalating to manager if needed
• Assisted customers to find appropriate products, answered questions and provided product solutions

• Constantly focusing on the importance of company image by providing the best customer service with clients throughout the day
• Ensure monthly retail changes were made and put up at the beginning of each month.
• Production specialist, focused on getting daily jobs finished and exceeding customer expectations
• Shipping, focused on meeting monthly and quarterly goals and provided exemplary customer service throughout the day to ensure customer satisfaction

• Cleaning and sanitizing toilets, showers/bathtubs, countertops, and sinks
• Maintaining a clean and sanitary kitchen
• Sweep, vacuum and mop all floors/carpets
• Cleaning mirrors and other glass surfaces
• Emptying trash & recycles
• Dusting all surfaces and blinds

• Cleaning and sanitizing toilets, showers/bathtubs, countertops, and sinks
• Maintaining a clean and sanitary kitchen
• Sweep, vacuum and mop all floors/carpets
• Cleaning mirrors and other glass surfaces
• Emptying trash and recycles
• Dusting all surfaces and blinds
• Creating weekly work schedules and shift reports
• Supervised employees making sure we are on schedule and exceeding client’s expectations
• Interviewed applicants and recommended individuals for hiring

• Processed credit card, cash, EBT and gift card payments in electronic computer systems
• Distributed new merchandise to shelves efficiently to different departments
• Helped customers locate and select appropriate merchandise throughout store
• Helped customers find specific products, answered questions, and provided product solutions
• Worked closely with front end staff to assist customers and maintain satisfaction
• Handled customer complaints and concerns promptly, escalating to direct supervisor for quick resolution
• Learned roles in other departments to provide coverage and keep store operational

• Scheduled and confirmed patient appointments in person and over the phone
• Always observed strict HIPAA guidelines according to company policy
• Answer and manage incoming calls with a multi-line phone system
• Verified and updated patient information and insurance
• Friendly greeted each patient and staff member on arrival
• Responded to emails and requests for information
• Managed in and outbound mail
• Explained intake forms to new patients and processing payments after treatment
• Kept office clean and tidy

• Monitor and assist students as needed in their daily routines across the classroom and/or setting
• Assist in collecting data for behavioral or academic progress
• Initiate and follow through with behavioral interventions as designated and demonstrated by the teacher
• Communicate with all team members in an appropriate manner regarding student progress and concerns
• Assist individual students to follow routines, directions, individual schedules, and tasks
• Monitor students at all times including on/off the bus, lunch and playground
• Take students to/from the bus in the morning and afternoons to assist with loading/unloading
• Assist with students requiring self-help skills in the areas of safety, eating, and toileting
• Create materials as time allows as directed by teacher
• Clean-up after students as necessary and at the end of the day ensuring the classroom is ready for the next day
• Prepare room daily for instruction in the morning and/or end of day
• Assist in helping students develop necessary skills in the generalized education environment
• Communicate and log any concerns to the classroom teacher regarding student performance and concerns
• Conducted special assessments and tutoring sessions to support individual student needs
• Modeled and taught basic and advanced social skills, conflict management techniques and study approaches to students
• Assisted teachers with lesson preparation and curriculum implementation
• Graded homework assignments, tests, and special projects