Janelly Alvarado-Valle
Cleveland,OH
Summary
Versatile and results-driven professional with a strong background in customer service and operations, notably with United Ground Express. Excelled in fueling procedures and customer complaints resolution, enhancing operational efficiency and client satisfaction. Demonstrated exceptional attention to detail and problem-solving skills, contributing to a significant improvement in on-time departure rates and customer retention. Talented customer service professional skilled at managing incoming and escalated customer calls, emails and texts with knowledgeable, friendly service. Highly experienced with processes with talent for identifying and addressing trends in caller issues. Good interpersonal, communication and problem-solving abilities.
Overview
15
15
years of professional experience
Work History
Jet Fueler/Leader
united ground epress
Cleveland, Ohio
01.2024 - Current
- Maintained daily log of all fueling activities and reported any irregularities or discrepancies to the supervisor.
- Conducted regular maintenance checks on fueling equipment to identify potential issues or malfunctions.
- Assisted with daily fuel inspections including preloading and quality control.
- Loaded supplies onto airplanes according to weight specifications set by airlines for each flight route.
- Fueled aircraft efficiently to reduce aircraft downtime and boost cycle times in order to maximize on-time departure rate.
- Fueled and de-fuel many aircraft per flight crew and flight plan requirements.
- Completed and submitted documentation associated with fueling activities.
- Verified accuracy of paperwork associated with each fueling operation such as flight numbers, quantities dispensed.
- Inspected fuel tanks for leaks or other damages, replenished fuel as needed.
Flex Associate
Amazon
Bedford, OH
10.2020 - Current
- Unloaded, sorted and stocked merchandise according to store layout and product placement.
- Placed products in correct storage locations to keep stock areas organized and inventory counts accurate.
- Performed inventory control, such as counting, and stocking merchandise.
- Operated manual and electric pallet jacks, safely relocating heavy merchandise on sales floor for timely stocking.
- Picked and packed order items.
- Kept work areas neat, clean and free from debris.
- Stocked shelves, racks and cases with new or transferred merchandise.
Customer Service Representative
Results CX
Home, OH
07.2021 - 07.2024
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted new policyholders with processing claims.
- Acted as intermediary between insurance companies and customers by researching and assessing information to determine claim validity.
- Assisted claimants, providers and clients with problems or questions regarding claims.
- Retained strong medical terminology understanding in effort to better comprehend procedures.
- Used insurance rate standards to calculate premiums, refunds, commissions and adjustments.
- Processed claims for payment or forwarded to appropriate personnel for further investigation
- Corresponded with insured or agent to obtain information or inform of account status or changes.
- Precisely calculated refunds, premiums, and adjustments.
- Collected payments, processed receipts and informed policyholders of outstanding balances.
- Provided guidance and support to customers regarding billing issues and payment plans.
- Collaborated with various departments within the organization to resolve customer issues quickly and efficiently.
- Cooperated with Medicare, Medicaid and private insurance providers to establish relationships and resolve billing issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Answered incoming calls from Medicare beneficiaries, providing them with information regarding their benefits.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Provided beneficiaries with information about plan benefits and eligibility determinations.
- Responded promptly to customer inquiries about coverage options, claims status, and other related topics.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Driver
UPS
10.2019 - 11.2020
- Deliver packages in a safely and timely manner.
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
Cabin Appearance
Envoy Air
Cleveland, OH
06.2019 - 11.2020
- Envoy Air
- Security search and clean aircraft t night making sure they are clean and safe for first flight in the morning.
- Cleaned and sanitized bathrooms, kitchens and other similar areas according to established protocols.
- Removed trash, debris and other waste materials from premises.
- Confirmed all cleaning tools and equipment were stored properly after use.
Customer Service/ Collector
Capital Management Services LLC
09.2009 - 03.2017
- Contact customer regarding past due credit cards, overdraft accounts or loans
- Help customer with any questions they have regarding account or online banking
- Help with online applications by phone
- Handle inbound and outbound calls.
Education
none - Class B Commercial Lisence
Tri-C Community College
Ohio03.2021
G.E.D -
Cassadaga Job
04.2008
Skills
- Fueling procedures
- Equipment maintenance
- Quality control inspections
- Record keeping
- Attention to detail
- Team collaboration
- Reliability and punctuality
- Adaptable to weather conditions
- Clean driving record
- Aircraft fueling
- Customer retention
- Customer complaints resolution
- Documentation accuracy
- Problem solving
- Time management
- Relationship building
- De-escalation techniques
- Call center experience
- Office equipment proficiency
- Verbal and written communication
- Positive and professional
- Appointment scheduling
- Customer relationship management (CRM)
- [Software] CRM system proficiency
- Active listening
- Staff training
Languages
5
Contact
Cleveland, OH 44135
Languages
Spanish
Professional
Timeline
Jet Fueler/Leader
united ground epress
01.2024 - Current
Customer Service Representative
Results CX
07.2021 - 07.2024
Flex Associate
Amazon
10.2020 - Current
Driver
UPS
10.2019 - 11.2020
Cabin Appearance
Envoy Air
06.2019 - 11.2020
Customer Service/ Collector
Capital Management Services LLC
09.2009 - 03.2017
none - Class B Commercial Lisence
Tri-C Community College
G.E.D -
Cassadaga Job
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