Jennifer Flores
Thornton,CO
Summary
- Bilingual Customer Service Representative with proven ability to quickly and effectively resolve complaints and issues.
- Experienced in managing paperwork, collecting payments and resolving issues.
- Forward-thinking professional with deep understanding of resolving customer problems with efficiency and civility.
- Skilled individual offering proven leadership, problem-solving and team-building abilities developed over progressive career. Consistently empower employees to improve performance and maximize customer satisfaction through advanced training and mentoring. Resourceful and forward-thinking Manager steadfast in developing opportunities to improve day-to-day operations and bottom-line profits.
Flexible hard worker ready to learn and contribute to team success. Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Member Advocate
Businessolver
Thornton, CO
04.2023 - 04.2024
- Responded to member inquiries and requests for services via phone, email, and in person.
- Provided guidance on insurance policies and procedures to members.
- Assisted members with understanding their benefit plans and coverage options.
- Resolved member complaints efficiently and effectively.
- Maintained accurate records of all interactions with members.
- Processed membership applications, renewals, changes, and cancellations.
- Performed data entry tasks related to membership information updates.
- Interfaced with other departments to ensure timely resolution of issues.
- Ensured compliance with industry regulations related to customer service.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Processed enrollment requests, including data entry into system database.
- Responded to customer inquiries regarding enrollment processes in a timely manner.
- Maintained up-to-date knowledge of relevant regulations and policies.
- Generated letters, emails, and other correspondence related to enrollments.
- Greeted customers and provided prompt, courteous service.
- Verified accuracy of customer data entered into the system.
- Maintained accurate records of customer interactions and transactions.
- Researched relevant policy information to answer customer questions.
- Advised customers on available coverage options that best fit their individual needs.
- Collaborated with colleagues from other departments to resolve escalated customer issues.
- Asked probing questions and offered solutions to resolve customer issues.
- Attended training and educational seminars to enhance knowledge and credentials.
Customer Care Representative
Sunrun
Denver, CO
01.2022 - 02.2023
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Researched resolutions, contacted necessary departments and responded back to customer back phone, mail or fax as follow up.
- Kept customer and system account information accurate and current to support timely resolutions for concerns.
- Interacted with customers to provide and process information in response to inquiries, concerns and requests about services and products.
- Followed up on emailed or web-submitted customer inquiries within standard response times.
- Provided high level of quality control, eliminating downtime to maximize revenue.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Executed computer-generated monetary, costs, reimbursements and concessions data.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Exceeded company productivity standards on consistent basis.
- Converted incoming calls into booked service appointments.
- Researched resolutions, contacted necessary departments and responded to customer by phone, mail or fax as follow-up.
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.
Office Assistant/ Accountant
Property Doctors
Arvada, CO
05.2021 - 06.2021
- Reconciled expenses and accounts, including company credit cards and expense accounts.
- Coordinated timely payments from vendors, clients and account holders.
- Monitored accounts payable and receivable statuses and delegated related tasks.
- Balanced reports and batch summaries to submit for approval.
- Established complete accounting structures, processes and controls to meet business requirements.
- Maintained accurate accounts for cash, fixed assets and other transactions.
- Offered diverse clerical support to office team members, including managing correspondence, answering telephone calls and tracking documentation.
- Automated office operations to manage client correspondence, record tracking and data communications.
- Monitored calendars and scheduled appointments based on availability and established load limits.
- Processed payroll entries and reports for employees.
- Collected payments, issued receipts and updated accounts to reflect new balances.
- Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizational workflow.
- Improved productivity initiatives, managing office support tasks and coordinating itinerary and scheduling appointments.
- Greeted visitors or callers daily to handle questions or direct to appropriate staff.
- Managed office paperwork, including scanning documents and routing business correspondence.
Administrative Assistant
24-7 Restoration
Longmont, CO
09.2020 - 04.2021
- Maintained inventory in supply closet to prevent shortages.
- Developed administrative processes to achieve organizational objectives and improve office efficiency.
- Verified operation of office equipment by completing preventive maintenance requirements and calling for repairs.
- Prepared packages for shipment by generating packing slips and setting up courier deliveries.
- Handled management of communication to executives by taking and making telephone calls, reviewing and prioritizing mail and composing and typing correspondence.
- Organized and maintained filing and document management systems by coordinating, archiving and purging files.
- Directed customer communication to appropriate department personnel.
- Entered invoice data into company database and updated details, including customer contacts and delivery dates to keep information current.
- Collected, calculated and reported on expenditure and statistical data to inform senior management.
- Conducted research using various media sources to obtain relevant data for staff requirements.
- Offered diverse clerical support to office team members, including managing correspondence, answering telephone calls and tracking documentation.
- Dispersed incoming mail to correct recipients throughout office.
- Collected payments, issued receipts and updated accounts to reflect new balances.
- Organized files, developed spreadsheets, faxed reports and scanned documents to bolster organizational workflow.
- Greeted visitors or callers daily to handle questions or direct to appropriate staff.
- Managed office paperwork, including scanning documents and routing business correspondence.
- Made orders for new office supplies based on demand and budgetary restraints.
Problem Solver
Amazon
Thornton, CO
02.2019 - 08.2020
- Worked with managers to develop service improvement initiatives.
- Escalated employee concerns, Warehouse issues and inventory requirements to supervisors.
- Completed diverse tasks on daily basis to serve customer needs, including processing shipments before due time.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Monitored employee performance and conducted retraining to correct problems and optimize productivity.
- Addressed employee and production issues to determine and implement optimal resolutions, preventing wasted resources and maintaining schedules.
- Tested trainees on materials to determine levels of understanding and areas requiring further instruction.
- Mentored and coached new employees by offering insight into successful task prioritization.
- Developed and coordinated trainings to help individuals learn company policies and procedures and job tasks.
Warehouse Associate
Amazon
Thornton, CO
12.2018 - 08.2020
- Loaded perishable and non-perishable goods into trucks for planned delivery schedules.
- Utilized pallet jacks to move items to and from different warehouse locations.
- Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities.
- Cleaned and maintained warehouse to comply with Occupational Safety and Health Administration (OSHA) and state safety and health standards.
- Received, stored and shipped goods and materials.
- Rotated goods in inventory by following “first in, first out” approach to keep shelves organized and stocked.
Manager
Off Broadway Shoes Warehouse
Westminster, CO
08.2018 - 12.2018
- Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
- Maintained ongoing system for development, recruitment, recognition and retention of store crew and management.
- Designed floor layouts, product displays and shelving layouts to maximize sales and influence customer purchasing habits.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Greeted and encouraged feedback from customers, using feedback to implement positive changes within store.
- Drove financial performance of assigned areas by verifying achieved sales and profit goals and implementing plans to correct deficiencies.
- Trained current employees on additional job positions to maintain coverage of roles at all times.
- Evaluated store performance by receiving, analyzing and incorporating feedback from store inspections to implement action plans for improvements.
- Welcomed customers, offering assistance to help find necessary store items.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
- Assisted with purchases, locating items and signing up for rewards programs.
- Unboxed new merchandise and added to shelves in accordance with planogram and stock rotation policies.
- Answered incoming telephone calls to provide information about products, services, store hours, policies and promotions.
Sales Associate
Off Broadway Shoes Warehouse
Westminster, CO
06.2018 - 08.2018
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Built and maintained effective relationships with peers and upper management to drive team success toward common sales, service and operational goals.0n
- Collaborated with fellow sales team members to achieve group targets.
- Helped average of 50 customers per day by responding to inquiries and locating products.
- Assisted customers by finding needed items and checking inventory for items at other locations.
- Shared product knowledge with customers and made personal recommendations, which boosted upselling and cross-selling.
Education
Associate of Science -
Front Range Community College
Westminster, CO05.2021
High School Diploma -
Global Leadership Academy
Denver, CO05.2018
Skills
- Inbound and outbound calling
- Business development understanding
- Microsoft Office expertise
- Employee coaching
- Conflict mediation
- Shipping and receiving understanding
- Store maintenance
- Customer service
- Call experience
- Neat, clean and professional appearance
- Excellent multi-tasker
- Comfortable standing for long time periods
- Fluent in English and Spanish
- Proven leader
- Assertiveness
- Quality Assurance
- Customer Service
- Problem-Solving
- Insurance company knowledgeable
- Strong empathy
- Data Entry
- Attention to Detail
- Multitasking
- Excellent Communication
- Adaptability
- Time management abilities
Certification
- Health and life insurance Lic
Timeline
Member Advocate
Businessolver
04.2023 - 04.2024
Customer Care Representative
Sunrun
01.2022 - 02.2023
Office Assistant/ Accountant
Property Doctors
05.2021 - 06.2021
Administrative Assistant
24-7 Restoration
09.2020 - 04.2021
Problem Solver
Amazon
02.2019 - 08.2020
Warehouse Associate
Amazon
12.2018 - 08.2020
Manager
Off Broadway Shoes Warehouse
08.2018 - 12.2018
Sales Associate
Off Broadway Shoes Warehouse
06.2018 - 08.2018
Associate of Science -
Front Range Community College
High School Diploma -
Global Leadership Academy