Summary

Overview

Work History

Education

Skills

Awards

Personal Information

Languages

Timeline

Jeanette Guzman

Houston,TX

Summary

Dedicated administrative professional well-versed in communication and team building. Knowledgeable in customer service and scheduling. Ready to bring 10 years of relevant work experience to your team.

Capable Client Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.

Overview

years of professional experience

Work History

Outreach Agent

Datavant

02.2025 - 06.2025

3-Month Contract position to test new System.
Utilize multiple screens and software programs.
Schedule appointments.
Retrieve Medical Charts.
High volume call center.
Document and read notes.
Ensure accuracy.
Adhere to Company KPI's.
Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
Input data into computer programs and filing systems.

CSR - Customer Service Representative

Insync Consulting Services LLC

08.2024 - 02.2025

Contract Position
Responded to customer requests for products, services, and company information.
Managed a high volume of incoming calls and emails, consistently 35-90 a shift.
Meeting or exceeding performance metrics for response time and resolution.
Utilized CRM software to accurately document customer interactions, ensuring comprehensive records for future reference.
Maintained a high level of professionalism and empathy while interacting with customers to ensure a positive experience.
Participated in regular team meetings to share insights, discuss challenges, and collaborate on strategies for improving customer support operations.
Collaborated with the quality assurance team to identify areas for improvement in customer support processes.

Customer Service Advisor II

Concentrix

08.2023 - 08.2024

Contract Position.
Answer inbound calls and greet customers with energy and enthusiasm 25-48 a shift.
Build lasting relationships with clients, customers, and other call center team members based on trust and reliability.
Understand and strive to meet or exceed call center metrics while providing excellent and consistent customer service.
Meet department productivity and quality standards.
Strive for first-call resolution and take ownership of customer needs and issues.
Communicate and follow instructions for one-call customer resolution.
Deliver amazing customer service through effective and timely resolution of various customer inquiries and concerns.
Take an active role in educating customers about our client's products and services.

Verification Agent II

Above Lending

01.2021 - 07.2023

Started from the Ground up, entire department laid off.
Request and review sensitive documents.
Keep up with compliance training and ongoing developmental trainings.
Communicate with customers via phone and email using applications such as Zendesk and talk desk.
Update and maintain various spreadsheets daily.
Data entry while on the phone and receiving emails.
Multitasking and meeting deadlines for final reviews.
Participate via zoom for one on one or group meetings and help fellow teammates when needed.
Call center environment when in office.
Time management skills as most work is remote.
Assessed loan portfolios for compliance with underwriting policies.
Evaluated loan requests and documents to verify accuracy and completeness.
Processed loan applications and monitored progress from start to finish.

Customer Loyalty Representative

Sun Loan Company

03.2019 - 09.2019

Process loan applications.
Adhered to appropriate legal scripting when required.
Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Provide excellent customer service to our customers in person and over the phone.
Receive and post payments.
Maintain and balance cash drawer daily.
Perform collections calls on delinquent accounts with dignity and respect to our customers and build solutions. 97-114 calls per shift.
Make daily bank deposits.
Maintain compliance with policies.
Network within the community to find and attract new business.
Work closely with other team members and the Manager to obtain branch goals.

Customer Service Representative

Oportun

06.2016 - 03.2019

Office was no longer commutable.
Process loan applications.
Money handling.
Inventory management.
Data Entry/clerical duties.
Maintain operational, procedural, and Regulatory oversight to ensure family members pass audit.
Provide outstanding customer service.
Coordinate community events to bring in new clients.
Marketing.
Point of contact for clients.
Maintained up-to-date knowledge of product and service changes.
Submitted loan applications to underwriter for verification and recommendations.
Originated, reviewed, processed, closed, and administered customer loan proposals.