Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jenica Mendieta

Social services
Hollywood,FL

Summary

/ Result-oriented professional with a track record of success in call center operations, training, building and customer service team sales, training agents on forging strong relationships and growing customer bases. Self- Starter driven to bring new ideas that influence and support company policies. Quick learner eager to gain exposure to the Communication Director to different projects. Highly skilled in collaborating with new hire training on meeting company goals and sales coaching to prepare for taking calls after training. Outgoing Quality Assurance/Communications Manager with 5 years of onboarding experience with new hires. Committed to high standards of call center operations and customer service with extensive knowledge of CRM use. Adept at collaborative with various departments for comprehensive quality control.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Quality Assurace Coach

01.2017 - 01.2021
  • CCHS call center
  • Top ranked sales manager for 2 years
  • JD Power award recipient
  • Building leaders and offering support on closing leads, building rapports while company guidelines
  • Assist human resources with new hire onboarding
  • Established orientation day for new hires to process their hiring documents before class room training started
  • Interview prospective sales agents for call center
  • Teaching new hires on company policies, sales, and customer service training.
  • Increase company retention with bonus structure and maintaining fun competitive environment to motivate my team.
  • Onboarded new temps by entering employee information into systems

Sales Agent

CCHS Call Center
Sunrise, FL
01.2015 - 01.2016
  • Increased team sales metrics by 23%
  • Results driven sales agent exceeded key performance indicators and customer service trainings
  • Promoted to lead after 6 months of exceeding sales and quality quotas.
  • Trained and developed new sales team associates in products, selling techniques and company procedures
  • Planned, monitored and appraised employee work results by training managers to coach and discipline employees
  • Pre-screened resumes prior to sending to corporate hiring managers for consideration
  • Planned and launched large-scale events that boosted employee participation by 18%
  • Collected and analyzed information to monitor compliance outcomes and identify and address trends of non-compliant behavior
  • Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations
  • Handled administrative aspects of sales by completing customer contracts and warranties and accepting and processing payments
  • Performed cold-calling and follow-ups with leads to secure new revenue
  • Adjusted sales scripts to better target needs of specific individuals, boosting sales by 15%

Education

BACHELOR’S - COMMUNICATION MANAGEMENT

Florida International University
Miami, FL
12.2015

Skills

  • Quality Assurance & Coaching
  • Relationship development
  • Call Center Expertise
  • Project Management
  • Customer Service &Sales Management
  • Supply Chain & Logistics
  • Quality Monitoring
  • SAP Implementation
  • Customer Service Process Improvement
  • Process Improvement Initiatives
  • Guidelines and Compliance
  • Onboarding specialist
  • Motivational Leadership
  • Employee Performance Management System

Certification

  • CNP - Certified Notary Public

Timeline

Quality Assurace Coach

01.2017 - 01.2021

Sales Agent

CCHS Call Center
01.2015 - 01.2016

BACHELOR’S - COMMUNICATION MANAGEMENT

Florida International University

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Jenica MendietaSocial services