JEANETTE L DELACRUZ
Kestra Financial
Hubbard,TX
1
Language
1
Certification
19
years of professional experience
Motivated professional with strong customer service, organizational, and computer skills. Experience leading teams in high-pressure environments, achieving recognition as a top performer within weeks. Passionate about fostering positive interactions and supporting individuals, especially in challenging situations. Dedicated to continuous learning and personal growth.
Work History
Account Services Specialist
11 Months- Developed and maintained strong relationships with clients, enhancing customer satisfaction.
- Managed client accounts, ensuring accurate and timely service delivery.
- Coordinated account reviews, identifying opportunities for improvement in service offerings.
- Facilitated communication between departments to resolve client inquiries efficiently.
- Improved client satisfaction by efficiently addressing and resolving account-related issues.
- Assisted clients with onboarding procedures, ensuring smooth transitions and minimizing disruptions to their operations.
- Balanced up to 6 accounts simultaneously, maintaining regular contact, and professional relationships with each.
Defined Contribution Representative I/Financial Associate II - Tax Exempt
2 Years 9 Months- Established rapport and showed empathy with participants in 401k department, enhancing their sense of value and trust
- Demonstrating excellent customer service skills with perseverance to resolve issues and processing transactions accurately
- Assisting customers with professionalism while following measurable business goals
- Demonstrated strong customer service skills to resolve issues and accurately process transactions, ensuring participant satisfaction
- Defined problems clearly and raised concerns
- Defining a problem clearly and raising concerns when necessary
- Advocated for Fidelity's values and mission during participant interactions to our participants and adding my voice and ideas to the overall quality improvement process
- Upskilled to Electronic Response role in December 2022, I had upskilled to Electronic Response where I am responsible for assisting participants through the live chat feature
- Maintained consistent responsibilities while adding new tasks just an addition to my current role
Billing Agent
4 Years 3 Months- Started off as a billing agent and transitioned into an OTM agent
- Organized workflows to meet deadlines and enhance team efficiency
- Cultivated positive team environment by consistently promoting personal accountability and motivation
- Navigated ICOMs, C360, Gateway, and various articles to gain maximum product knowledge as a billing agent
- Overcame obstacles by making correct on-the-spot decisions
- Excelled in leading successful sales teams as a Supervisor
- Developed agents to their full potential and facilitated difficult conversations with subordinates
- Analyzed reports to identify faults in sales performance and worked on solutions to improve team morale
- Consistently met all project deadlines with careful planning and time management.
- Coached and guided new hires by rotating 8-15 agents over 9 weeks, facilitating their onboarding process
7D Driver- Monitor
9 Years 6 Months- Transported special needs children to and from school, ensuring punctuality and safety
- Monitored children during rides, providing attentive care to ensure a safe travel experience
- Monitored children's safety during transport on any medical emergencies that may or may not occur
Education
High School Diploma - Graphic Communications
- Some High School Coursework
- Graphic Communications
High School or equivalent
Skills
Client onboarding
Client Communication
Product expertise
CRM software
Excel
Powerpoint
Client relationship building
Performance tracking
Teamwork and collaboration
Customer service
Problem-solving
Time management
Attention to detail
Multitasking
Excellent communication
Computer skills
Active listening
Adaptability and flexibility
Customer relations
Data entry
Self-motivation
Issue and complaint resolution
Quality control
Quality assurance
Customer retention
Inbound call management
Billing procedures
Certification
Course Title
LANGUAGES
English - Advanced
Timeline
Account Services Specialist
Kestra Financial
09.2025 - 08.2026Read More
Defined Contribution Representative I/Financial Associate II - Tax Exempt
Fidelity
09.2021 - 06.2024Read More
Billing Agent
OTM Sales Rep
05.2017 - 08.2021Read More
7D Driver- Monitor
Trombly Motor Coach
09.2007 - 03.2017Read More
Greater Lawrence Vocational Technical School
High School Diploma from Graphic Communications
Read More
Adult Learning Center
High School or equivalent
Read More
KEY ACHIEVEMENTS
Rookie of the month, As a new sales supervisor I was able to achieve top sales performance for my new hire team
PASSIONS
- Helping people
- Learning new things and excelling at them
- Making a difference no matter how big or small