Jayda Alvarez
Jarrell,Texas
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
4
4
years of professional experience
Work History
Correspondence/ IOP Agent
TxTag
Austin, Texas
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 that clients may experience with their Online Accounts. Responsible for correcting billing and informational errors within clients' 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 always hit minimum goals, while striving 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.
- Assisted with training new employees.
Team Leader
TxTag
Austin
01.2021 - 01.2022
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem-solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Answered escalated phone calls about concerned callers or changes that needed 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.
- Refund payment or funds on an account if required.
- Reply to and complete inquiries 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 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.
Clean Room
Randstad
Austin, Texas
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 for our implants and nonsterile items for pouching and sealing, and make sure incorrect labels are properly placed in the shred bin.
- Performed cleaning techniques by thoroughly vacuuming clean room areas, removing trash and biohazard 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 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.
Education
High School Diploma -
Richarte High School
2295 N Austin Ave, Georgetown, TX 7862601-2017
Skills
- Schedule Management
- Lead prospecting
- Technical Support
- Relationship Building
- Conflict Resolution
- Resolving customer issues
- Polite communication skills
- Call Management
- Order Fulfillment
- Documenting information
- Business Correspondence
- Strong communication abilities
- Clear Communication
- Customer service and care
- Quality Control
- Leadership
- Training
- Cisco
- Oracle
- SAP
- Microsoft Excel
- Word
- Recordkeeping proficiency
- Meeting Coordination
- Positive Attitude
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
Timeline
Correspondence/ IOP Agent
TxTag
01.2022 - Current
Team Leader
TxTag
01.2021 - 01.2022
Clean Room
Randstad
08.2020 - 01.2021
High School Diploma -
Richarte High School
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