Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Timeline
Generic

Jennifer Bustos

Avondale,AZ

Summary

Positive and upbeat Customer Service Specialist bringing twenty two years of customer-facing experience in fast-paced settings. Highly adaptable to addressing diverse customer needs. Proven history of building trust with customers to promote satisfaction, resolve concerns and maintain loyalty.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Customer Care Representative

Integra Connect
Phoenix, AZ
03.2022 - Current
  • Answer customer inquiries over the phone, via email and fax. Taking appropriate action within the billing system to resolve during the initial contact, while adhering to Compliance/HIPAA regulations.
  • Resolve customer complaints promptly and professionally.
  • Escalate unresolved issues requiring further investigation or specialized expertise.
  • De-escalate customer issues with problem-solving abilities.
  • Built sustainable relationships of trust through open communication with customers.
  • Assist customers in navigating through website features and functions to locate desired information or products.

Fluid Loader

Amazon
Phoenix, AZ
09.2022 - 12.2023
  • Loaded trucks by hand efficiently to maintain a stable and secured wall in the outgoing trucks and securing the load after completion.
  • Inspected packages for damages prior to loading onto transport vehicles.
  • Scanned, pushed and loaded items on conveyor line for loading into trailers.
  • Applied shrink wrap to pallets, securing product for storage and shipment.

Stocking Associate

Recreational Equipment Inc.
Goodyear, AZ
10.2016 - 02.2022
  • Pick merchandise orders for retail stores as well as individual customers
  • Seal and tag containers, confirming accuracy of orders before stationing in the shipping department
  • Ensure inventory is directed to correct location
  • Report shortages/overages to the inventory department
  • Replenish out of stock merchandise on machinery
  • Instruct new team members on correct procedures for all areas of operations
  • Manage temporary workers throughout their employment period
  • Assist on internal projects and identifying solutions in order to improve the process of our customers' experience
  • Cross-trained in fulfillment, shipping and receiving departments; assisted in each department when needed

Operations Supervisor

Good Neighbor Support Service
Goodyear, AZ
01.2020 - 12.2020
  • Communicate client needs to a variety of care team members and follow up accordingly
  • Coordinate and facilitate client care through assessment, evaluation, and planning
  • Work collaboratively with case managers, clients and care members to ensure high quality care
  • Maintain the client's comprehensive clinical record through detailed documentation
  • Act as the client's advocate as it relates to insurance coverage and financial assistance
  • Manage discharge plans upon completion of treatment

Customer Support Specialist

Realprompt Real Estate Services
Gilbert, AZ
04.2015 - 09.2016
  • Oversaw the Customer Service Department
  • Analyzed statistics and compiled accurate reports
  • Acquired new partners through daily webinars
  • Documented conversations with customers to track requests, problems and solutions
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Responsible for the quality and delivery of marketing materials/campaigns to our partners
  • Obtained and ensured leads generation to each partner
  • Maximized customer satisfaction by handling all customer email and telephone interactions each day

Office Manager

Anthony's Plumbing And Drain Cleaning
Phoenix, AZ
03.2014 - 11.2015
  • Identified and assessed customers' needs to achieve satisfaction
  • Scheduled and notified service technicians of work order assignments using dispatching software
  • Handled complaints and provided appropriate solutions and alternatives within the time limits
  • Maintained customer repair records using computer database to give detailed history of work performed at their site
  • Managed on-call schedules and notified technicians of their assigned weeks
  • Reviewed work orders, invoices and time reports for accuracy
  • Ensured all company policies were being followed by all technicians
  • Responsible for all revisions in all technicians' cost binders

Operations Manager

Dynamic Living Counseling
Phoenix, AZ
12.2007 - 10.2013
  • Trained, mentored and supported a high-performing team, providing regular performance review, feedback and coaching in deficient areas
  • Managed daily operations, including supervising multiple team members across five locations
  • Prepared educational material and modules for new hire training
  • Supported and mentored new employees
  • Monitored clients' attendance and weekly payments during their program
  • Created and communicated client reports to courts, screeners and probation officers
  • Responsible for reviewing and approving all payment plan arrangements for clients needing assistance
  • Entered all MVD data entry for each client with DUI offenses
  • Ensured all required client forms were kept updated per HIPPA regulations

Mortgage Specialist

Chase Bank
Tempe, AZ
02.2007 - 11.2007
  • Negotiated payment arrangements with high risk customers to avoid mortgage further delinquency and foreclosures
  • Determined customer's financial ability to offer alternate payment programs and methods
  • Accepted and processed customer payments and applied toward aging account balances
  • Answered client questions about factors affecting credit and recommended suggestions to improve credit scores
  • Performed skip tracing to locate customers with incorrect contact information

Mortgage Specialist

CitiFinancial Mortgage
Phoenix, AZ
08.2003 - 02.2007
  • Negotiated payment arrangements with customers to avoid mortgage delinquency and foreclose
  • Cross trained new employees on collection process and procedures
  • Answered client questions about factors affecting credit and recommended suggestions to improve credit scores
  • Documented and maintained all incoming and outgoing collection efforts in accordance with the established standards
  • Managed customers that were impacted by Hurricane Katrina to ensure all FDCPA guidelines were followed in a professional and delicate manner

Education

Some College (No Degree) - General Studies

Glendale Community College
Glendale, AZ

High School Diploma -

Tolleson Union High School
Tolleson, AZ
05.2001

Skills

  • Issue and conflict resolution
  • Resolution-oriented
  • Strong communication skills
  • Dependable and reliable
  • Detail-oriented
  • Lead generation
  • Fluent in English and Spanish
  • Excellent multi-tasker
  • Quality control
  • Organizational strengths

Certification

Lean Six Sigma White Belt Certification, MSI Certified

Volunteer Experience

Habitat For Humanity 2014 - Current

Team Lead

  • Lead small groups of volunteers on the work site.
  • Maintain site safety through modeling of safety practices and guidelines.
  • Assist with hands on construction tasks including site preparation
  • Pick up and organize materials needed for projects

Tolleson Union High School 2001-2002

Softball Assistant Coach

  • Assisted in the coordination and supervision of the Softball program.
  • Assisted head coach with instructing players in the rules and the techniques of the sport
  • Ensured that all athletic activities conformed to guidelines.
  • Monitored players during competition as well as practice.

Timeline

Fluid Loader

Amazon
09.2022 - 12.2023

Customer Care Representative

Integra Connect
03.2022 - Current

Operations Supervisor

Good Neighbor Support Service
01.2020 - 12.2020

Stocking Associate

Recreational Equipment Inc.
10.2016 - 02.2022

Customer Support Specialist

Realprompt Real Estate Services
04.2015 - 09.2016

Office Manager

Anthony's Plumbing And Drain Cleaning
03.2014 - 11.2015

Operations Manager

Dynamic Living Counseling
12.2007 - 10.2013

Mortgage Specialist

Chase Bank
02.2007 - 11.2007

Mortgage Specialist

CitiFinancial Mortgage
08.2003 - 02.2007

Some College (No Degree) - General Studies

Glendale Community College

High School Diploma -

Tolleson Union High School

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