Jayda Alvarez
Jarrell,United States
Summary
Accomplished Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally with a proven track record of exceeding standards.
A detail-oriented team player with strong organizational skills. Currently seeking a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Correspondence/ IOP Agent
TTEC/TxTag
01.2022 - Current
- Responsible for maintaining high hourly, weekly, and monthly Quality and Production standards
- Interface with customers and clients from our agency as well as other tolling agencies, regarding their issues and concerns with our website and their accounts
- Respond to escalated customer service issues, clients may experience with their Online Accounts
- Responsible for correcting billing and informational errors within client's accounts, as well as answering a wide variety of general questions via email and online
- I am required to achieve a minimum number of completed items per day while also maintaining a high level of quality. Both of which are measured and reported on daily/weekly by my management and a QA department,
- I maintained above a 90 average in Quality and am always hitting minimum goals, while I strive to achieve consistency all across the board.
- Handled and promptly resolved customer complaints to maintain professional relationships.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite, and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Resolved caller issues quickly and thoroughly.
Team Lead/Customer Service Representative
Faneuil (TXTag)
01.2021 - Current
- Answer phone calls about concern callers or changes wanting to be made
- Make outbound calls to customers regarding payments or account issues
- Provide information and assistance to the customer
- Verify account information and security questions
- Process customers payments
- Create inquiries and disputes about incorrect vehicles or charges
- Create and process cancellations of accounts
- Add and remove vehicles per customer's request
- Update personal information such as an address, payment method, vehicle information, etc
- Dispute incorrect charges that may have been made on the account
- Refund payment or funds on an account if required
- Reply to and complete service requests customers create about issues or opinions on an account or the website
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Explained products such as a txtag sticker and benefit rates
- Performed data entry for customer information
- Provided policy and service information
- Answered general questions
- Performed floor support to agents who have questions or need assistance
- Handle escalations
- Ensure team is meeting goals and on track
- Monitor agents call, handle times, and status
- Help agents troubleshoot system and audio issues
- Accomplishments: Gain the ability to deescalate calls from angry or upset customers
- Improved on my communication and typing skills
- Received many compliments on my work and attitude from customers and other agents.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Collaborated with other leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Clean Room
Djo Incorporated (Randstad temp agency)
08.2020 - 01.2021
- Review work order forms on implants and nonsterile for correct details, measurements, quantity, and employee signatures on incoming lots
- Perform quality control on lots to look for correct work order and lot numbers also look for any grime or defects that may have gone unseen
- Read implant blueprints and notes
- Create labels of our implants and nonsterile for pouching and sealing, and make sure incorrect labels get properly placed in the shred bin
- Performed cleaning techniques by thoroughly vacuuming clean room areas, removing trash and bio-hazard materials, and mopping walls, ceilings, and floors.
- Perform moving transactions in Oracle application and prepare pouches for implants to be placed and sealed in our inner clean room
- Gather materials listed on a picklist for implants to be boxed and labeled, and perform quality control on sealed implants to ensure proper labels have been placed
- View sealing of implants to check if fibers or lint may have been trapped in the pouching
- Sign paperwork then transfer to shrink wrap
- Assist shrink wrap to lead to ensure that the packaging is properly wrapped and scanned before being transferred to shipping
- Accurately receiving/sorting
- Performs other duties as assigned
- Follow all safety codes and maintain safe and clean working areas
- Accomplishment: Learned how to work under pressure
- Keep a close eye on implants for defects
- My experience with Excel improved.
- Maintained clean, neat, and organized work area to prevent safety hazards, reducing workplace incidents
Customer Service
Sams Club
09.2019 - 08.2020
- Check bakery inventory for low-stock
- Perform opening duties, set ovens to preheat and bread to raise
- Work with incoming pallets before being placed in freezers
- Reorganize old pallets to keep a steady flow of products and dates
- Bake/Packager
- Perform quality control on bakery items to make sure they meet expectations
- Place orders on the baker's side as well as the cakes decorator's
- Place orders for materials needed
- Follow recipes and measurement
- Collaborate with others on daily goals and tasks
- Wrapping/Labeling products to be placed on the sales floor
- Maintain food safety standards
- Demonstrating an understanding of product and layout execution
- Customer service
- Complete work assignments and tests
- Assist customers/help with purchasing orders
- Work/assist with different departments when needed
- Pallet jack experience
- Hand shrink wrap completed pallets
- Accurately receiving/sorting and stocking inventory
- Accurately pull, and load pallets for backstock
- Performs other duties as assigned
- Follow all safety codes, maintain safe and clean working areas
- Accomplishments: Became head baker within 6 months
- Became team lead of bakery.
- Developed customer service scorecards to measure customer service performance.
- Provided outstanding customer service.
- Delivered exemplary customer service and warmly greeted guests.
- Addressed customer service overflow to reduce complaints.
Education
No Degree -
Richarte High School
2295 N Austin Ave, Georgetown, TX 7862601.2017
Skills
- Quality Control
- Team Lead
- Cisco
- Oracle
- SAP
- Conflict Resolution
- Outbound Calls
- Scheduling
- Customer Service
- Customer Service Representative
- Typing
- Customer Service Oriented
- Microsoft Excel
- Problem-solving skills
- Positive Attitude
- Problem-Solving
Accomplishments
• Improvement of work ethics
• Ranked one of the top performers on my team
• learned to work in a fast-paced environment
• learned how to handle multiple situations while maintaining a calm attitude
- Received outstanding compliments on my work
Work Authorization
United States
Personal Information
Title: Correspondence Agent
Awards
Received outstanding compliments on my work
Timeline
Correspondence/ IOP Agent
TTEC/TxTag
01.2022 - Current
Team Lead/Customer Service Representative
Faneuil (TXTag)
01.2021 - Current
Clean Room
Djo Incorporated (Randstad temp agency)
08.2020 - 01.2021
Customer Service
Sams Club
09.2019 - 08.2020
No Degree -
Richarte High School
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