Summary
Overview
Work History
Education
Skills
Languages
Timeline
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JENNIFER DELEON POLANCO

Yonkers

Summary

Motivated and detailed-oriented professional with proven experience and customer service, quality assurance, and administrative support. Skilled in handling high volume client interactions with empathy, accuracy, and professionalism. Strong background in data entry, CRM tools, and remote work environments. Known for clear communication, problem solving, and delivering top tier service in both independent and team settings. Passionate about operational excellence and committed to driving positive results.

Overview

11
11
years of professional experience

Work History

Broker (remote)

Tivly
11.2023 - Current
  • Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
  • Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
  • Negotiated favorable terms for clients during transactions, maximizing their profits in both buying and selling scenarios.
  • Answered inquiries and provided information to sales representatives, distributed appropriate paperwork, and fulfilled quote requests to deliver excellent customer support.
  • Responded via telephone and email to questions regarding licensing, commissions, website logins and website navigation.
  • Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.

Quality Assurance Analyst

Disney World (remote)
11.2019 - 07.2023
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Reported progress, test metrics and results to project stakeholders.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.

Hotel Front Desk Supervisor

Hilton
10.2016 - 07.2019
  • Organized staff schedules according to anticipated occupancy levels, minimizing overtime costs while maintaining adequate staffing levels at all times.
  • Collaborated with housekeeping and maintenance teams to ensure timely completion of tasks and room readiness.
  • Maintained a professional and presentable front desk area, ensuring guests were greeted with a clean and welcoming environment upon arrival.
  • Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
  • Handled escalated guest complaints professionally, working towards resolution while maintaining composure under pressure.
  • Enhanced guest satisfaction by managing front desk operations and providing exceptional customer service.
  • Resolved guest issues promptly, ensuring a positive experience for all hotel patrons.
  • Trained new front desk staff members, improving overall team performance and knowledge.

Medical Receptionist Supervisor

Foot And Ankle Surgery Center
07.2014 - 10.2016
  • Supervised medical receptionist team, providing guidance and support to ensure quality service.
  • Implemented new procedures to reduce wait times, resulting in higher patient satisfaction scores.
  • Enhanced the patient experience with a warm, welcoming environment and professional demeanor.
  • Assisted in the training of new employees, developing comprehensive onboarding materials that enhanced knowledge retention.
  • Managed phone system effectively, triaging calls as necessary and reducing hold times for callers.
  • Maintained accurate patient records, ensuring compliance with HIPAA regulations and protecting sensitive information.
  • Organized office supply inventory for optimal cost control while maintaining adequate stock levels for smooth daily operations.

Education

High School Diploma -

Port St. Lucie High School
Port St. Lucie
05-2014

Skills

  • Customer service
  • Communication skills
  • Conflict resolution
  • Appointment scheduling
  • Data entry
  • Microsoft Office (Word, Excel, Outlook)
  • Quality assurance
  • Call monitoring and scoring
  • HIPAA Awareness
  • CRM software
  • Time management
  • Attention to detail
  • Remote work experience
  • Adaptability

Languages

Spanish
Native or Bilingual

Timeline

Broker (remote)

Tivly
11.2023 - Current

Quality Assurance Analyst

Disney World (remote)
11.2019 - 07.2023

Hotel Front Desk Supervisor

Hilton
10.2016 - 07.2019

Medical Receptionist Supervisor

Foot And Ankle Surgery Center
07.2014 - 10.2016

High School Diploma -

Port St. Lucie High School

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