JENIFER BARNES
Kissimmee,FL
Summary
Proven leader in customer service and project coordination, adept at managing complex orders and enhancing interdepartmental communication. At SINCH, I spearheaded the Bulk LNP process, significantly improving order efficiency. Skilled in CRM software and fostering client engagement, I excel in turning challenges into successes, evidenced by creating impactful training materials and streamlining workflow processes.
Overview
18
18
years of professional experience
Work History
LNP Customer Service Porting Lead - Remote
Jivetel
02.2023 - Current
- Creates and processes all new port local number portability requests for new and existing customers accurately and on time.
- Handles escalations with the vendor for service-impacting issues.
- Perform data validation and entry as required.
- Reconcile the account for billing purposes.
- Process trunk group move as needed.
- Handle project ports by contributing to core Professional Services projects, keeping the project manager and customers informed of porting updates for multiple locations throughout the lifecycle of the project.
- Initiate and maintain regular communication with colleagues and vendors to review and verify orders, which review the required information to provide the requested services and schedule and coordinate port dates.
- Collaborated with external vendors and suppliers providing support services related to customer service operations.
- Resolved escalated issues from team members or customers in an efficient manner.
- Maintained accurate records of customer interactions and transactions.
Sr. Project LNP Customer Service - Remote
SINCH
CHICAGO, IL
07.2013 - 02.2023
- I started working in the LNP group, processing simple orders for four years. I got promoted and transferred to process toll-free and SMS for a year. I was encouraged and moved to Bulk LNP, where my primary responsibility is to port complex orders that create multiple PONs, ranging from 20 to 80 orders per case, in which I work directly with various carriers.
- Responsible for coordinating and working with customers throughout the porting process, including placing orders through various software and web-based interfaces, monitoring orders through the portability life cycle, and porting the status of orders being worked.
- Help resolve customer issues, escalate them as they arise, provide duties, and assess customer-impacting issues.
- Created training materials for new hires on the company's procedures and policies.
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Set specific goals for projects to measure progress and evaluate end results.
- Reviewed documents for accuracy before submission or publication.
Inbound Customer Service
FIRST DATA
CORPUS CHRISTI, TX
11.2012 - 05.2013
- Working on a contractual basis, I was hired by Aerotek, located in San Antonio, TX, where I process payments for the Internal Revenue Service (IRS) via the Electronic Federal Tax Payment System (EFTPS).
- Receive incoming calls from taxpayers from all over 50 states.
- Help taxpayers process their payments for their federal and state taxes owed.
- Answer payment inquiries, including E-file, settlement date, installment agreement, and canceling payment.
- Cross-trained in processing payments for state tax, helping to update taxpayers' personal information on file.
- Answers questions on inquiries about taxes owed.
- Resolved customer service issues promptly while providing excellent customer care.
Co-Owner
CAP'T JOE'S SEAFOOD MARKET
ARANSAS PASS, TX
01.2011 - 05.2013
- Managed day-to-day business operations, including staffing, inventory management, budgeting, accounting, and payroll processing.
- Monitored expenses closely to stay within allocated budgets for each project and initiative.
- Resolved any customer complaints or issues quickly to maintain positive relationships.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Answer all questions based on the product they buy, upsell, and meet company goals.
- Developed and implemented marketing strategies to attract new customers.
- Established policies and procedures to ensure compliance with local, state, and federal regulations.
Phlebotomist
COASTAL BEND BLOOD CENTER
CORPUS CHRISTI, TX
03.2010 - 12.2010
- Working as a phlebotomist in a bloodmobile, I collect and draw blood from a donor.
- Register, greet, and screen the donors by checking their vital signs and reviewing their paperwork.
- Documented patient information in an electronic medical records system.
- Processed samples accurately and efficiently.
- Assisted in the preparation of laboratory specimens for analysis and testing.
- Adhered to HIPAA guidelines regarding patient privacy.
- Performed venipuncture and other blood collection procedures according to established standards.
- Provided excellent customer service while interacting with patients.
- Responded quickly and effectively to emergencies.
- Verified patient information before specimen collection.
Tech I
SOUTH TEXAS BLOOD & TISSUE CENTER
SAN ANTONIO, TX
10.2009 - 03.2010
- Working as a phlebotomist in a bloodmobile, I collect and draw blood from a donor.
- Register, greet, and screen the donors by checking their vital signs and reviewing their paperwork.
- Documented patient information in an electronic medical records system.
- Adhered to HIPAA guidelines regarding patient privacy.
- Performed venipuncture and other blood collection procedures according to established standards.
- Prepared specimens for transport to external laboratories.
- Provided excellent customer service while interacting with patients.
- Responded quickly and effectively to emergency situations.
Enrollment Specialist
LIFE MASTERS SELF-CARE INC.
SAN ANTONIO, TX
05.2007 - 02.2009
- Answered incoming calls from prospective participants seeking benefits information.
- Follow call guides, speak to potential participants by telephone to accurately explain the benefits of the applicable Life Master's program, and effectively promote participant enrollment at the appropriate level.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Meets and strives to exceed daily, weekly, and monthly internal and external metrics.
- Under clinical supervision, input participant data into the participant record, emphasizing confidentiality, accuracy, thoroughness, and timeliness.
- Call the participant to remind them of their telehealth appointment or reschedule the health history assessment with a nurse. with a Nurse.
- Conducts health histories and collects vital signs.
- Selects and uses the best method of communication in all contacts with team members and clients to ensure a smooth flow of communication and activities, clarify information, and coordinate complex, apparent activities.
- Maintains strict member, participant, and departmental confidentiality.
- Performs special projects and other duties as assigned.
Education
High School -
LAGUNA COLLEGE
SAN PABLO CITY, PHILIPPINESMedical Assisting -
EVEREST INSTITUTE
SAN ANTONIO, TXSkills
- Customer service excellence
- Interdepartmental communication
- Order management
- Call center experience
- Customer complaint resolution
- Client engagement
- Project coordination
- Effective time management
- Team training and development
- Knowledge of CRM software, HubSpot, and ConnectWise
- Microsoft Office, Microsoft Teams
- G Suite
- Slack
References
Available upon request.
Leadership Experience
- Ability to teach and mentor.
- Problem solver.
- Active listener, dependable and Team Player.
Communication Skills
- Excellent written and verbal communication skills.
- Empathic listener and persuasive speaker.
- Excellent presentation and negotiation skills.
Languages
English
Full Professional
Tagalog
Native/ Bilingual
Timeline
LNP Customer Service Porting Lead - Remote
Jivetel
02.2023 - Current
Sr. Project LNP Customer Service - Remote
SINCH
07.2013 - 02.2023
Inbound Customer Service
FIRST DATA
11.2012 - 05.2013
Co-Owner
CAP'T JOE'S SEAFOOD MARKET
01.2011 - 05.2013
Phlebotomist
COASTAL BEND BLOOD CENTER
03.2010 - 12.2010
Tech I
SOUTH TEXAS BLOOD & TISSUE CENTER
10.2009 - 03.2010
Enrollment Specialist
LIFE MASTERS SELF-CARE INC.
05.2007 - 02.2009
High School -
LAGUNA COLLEGE
Medical Assisting -
EVEREST INSTITUTE