Dedicated individual seeking an opportunity to provide quality work ethic and create a future for growth within the company. Enthusiastic attitude with excellent soft skills that have developed through diverse work experience over time. Motivated and organized which supports efficient multi tasking. Promotes relationship building among coworkers to provide a healthy and professional work environment. Possess knowledge of basic hard skills to provide clerical support, necessary documentation, and communication. Potential to learn additional skills needed to perform necessary duties.
Hi, I’m
Jenna Flores
El Paso,TX
Summary
Overview
14
years of professional experience
Work History
Adp- Automated Data ProcessingEl Paso, TX
Client Support Specialist
01.2023 - Current
Job overview
- Provided technical support to clients over the phone and via email.
- Resolved customer inquiries in a timely manner.
- Analyzed customer issues to identify root cause and provided appropriate solutions.
- Maintained customer accounts and updated account information as needed.
- Conducted regular follow-up calls with customers to ensure their issues were resolved.
- Documented all customer interactions in the company's database system.
- Assisted other departments with resolving any outstanding client issues.
- Acquired stagnant client cases regarding technical problems or product inquiries and assisted the client in resolving them.
- Collaborated with other teams within the organization to provide comprehensive solutions for clients.
- Demonstrated strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Applied client feedback to deliver information to management for corrective action.
- Utilized CEH, CCI, Avaya, and Cimplicity to make changes to client data in company database.
- Mentored junior team members and collaborated with them to assist their clients.
- Provided credits to resolve customers' service or billing complaints.
- Prevented key account losses by researching discrepancies and correcting problems.
El Paso County Sheriff's OfficeEl Paso, TX
Detention Officer
06.2019 - 11.2022
Job overview
- Inspected jail conditions and took action to rectify problems in order to meet state and federal regulations for health and safety.
- Supervised and controlled behavior of 96 - 144 inmates.
- Wrote daily reports and maintained logs of inmate housing activities and inmate behaviors.
- Regularly conducted security and sanitation checks.
- Processed visitors and attorneys arriving to see inmates.
- Conducted physical searches of inmates and inmate housing in search of weapons and contraband.
- Transported inmates throughout facility and off-site to medical appointments and emergency medical evaluations.
- Physically restrained prisoners during prisoner altercations using leverage holds and legal force.
- Attended to feeding, housing and physical well-being of inmates.
- Established positive working relationships and maintained boundaries with resident offenders.
- Made rounds at specified intervals and conducted head counts and roll calls.
El Paso County Sheriff's OfficeEl Paso, TX
Office Specialist Intermediate
05.2016 - 06.2019
Job overview
- Greeted incoming visitors and Law Enforcement Agencies professionally and provided friendly, knowledgeable assistance.
- Provided clerical support, addressing routine and special requirements to support Sheriff Office employees and outside agencies.
- Produced high-quality communications for internal and external use.
- Provided clerical support to EPCSO employees by copying, faxing and filing documents.
- Responded to inquiries from callers seeking information.
- Kept reception area clean and neat to give visitors positive first impression.
- Routed business correspondence, documents and messages to correct departments and staff members.
- Prepared mail and packages for shipment, pickup and courier services to expedite delivery.
- Screened visitors and issued badges to maintain safety and security.
- Interacted with law enforcement personnel by phone, email or in-person to provide information.
- Developed presentations and generated reports to facilitate office operations.
- Scheduled office equipment/facility repair and maintenance to extend equipment lifespan and prevent unplanned downtime.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Executed record filing system to improve document organization and management.
Firstlight Federal Credit UnionEl Paso, TX
Telephone Service Representative
10.2015 - 05.2016
Job overview
- Answered inbound telephone calls from members of the financial institution to provide information or investigate account issues.
- Managed over 20 member calls per day.
- Built relationships with customers using strong persuasion and active listening skills.
- Troubleshot problems for callers and helped independently resolve common issues.
- Asked pertinent questions to understand customer requirements.
- Minimized escalations by identifying and addressing client needs.
- Documented and detailed calls and complaints using company software.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Escalated concerns or advanced problem calls to management staff.
- Answered questions about company offerings with knowledgeable responses about products and services.
- Educated customers on current promotions, upgrades or new offerings available under current plan.
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.
Firstlight Federal Credit UnionEl Paso, TX
Teller
03.2015 - 10.2015
Job overview
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Processed an average of 20 - 40 transactions per day.
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Educated customers on use of banking website and mobile apps.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Assisted customers with setting up or closing accounts, completing loan applications and signing up for new services.
- Reconciled cash drawer and resolved discrepancies.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Placed orders for customer checks and verified starting numbers.
- Removed mutilated currency from circulation.
- Sold and cross-sold bank products to new and existing customers.
- Turned in excess cash to maintain drawer security.
- Provided customer records, account statements and copies of checks.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Stocked supplies for customers and personal teller station.
- Processed customer transactions promptly, minimizing wait times.
- Identified sales opportunities and referred customers to branch partners in financial services.
Best BuyEl Paso, TX
Sales Associate
09.2014 - 03.2015
Job overview
- Greeted customers, offered assistance in finding requested items, checked store system for item availability at other store locations, and carried merchandise to checkout line.
- Engaged with customers to build rapport and loyalty.
- Accurately processed POS transactions, returning coin, currency, payment cards and receipts to customers.
- Processed product returns and assisted customers with other selections.
- Prepared merchandise for sales floor by pricing or tagging.
- Enhanced product presentation and promotional material displays, organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Increased sales by offering advice on purchases and promoting additional products.
- Solved customer challenges by offering relevant products and services.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Education
El Paso Community CollegeEl Paso, TX
No Degree
University Overview
El Dorado High SchoolEl Paso, TX
High School Diploma
06-2010
University Overview
Skills
- Conflict resolution skills
- Crisis intervention training
- Report preparation
- Surveillance
- Administrative support
- Customer-Facing Communication
- Client Rapport Building
- Interpersonal and Written Communication
- Filing and data archiving
- Relationship building and management
- Positive
- Approachability
- Organization
- Microsoft applications proficiency
- Call Center Operations
- Computer Skills
Timeline
Client Support Specialist
Adp- Automated Data Processing
01.2023 - Current
Detention Officer
El Paso County Sheriff's Office
06.2019 - 11.2022
Office Specialist Intermediate
El Paso County Sheriff's Office
05.2016 - 06.2019
Telephone Service Representative
Firstlight Federal Credit Union
10.2015 - 05.2016
Teller
Firstlight Federal Credit Union
03.2015 - 10.2015
Sales Associate
Best Buy
09.2014 - 03.2015
El Paso Community College
No Degree
El Dorado High School
High School Diploma