JENNIFER GUERRA
MISSION,USA
Overview
17
17
years of professional experience
1
1
Certification
Work History
Work from Home CSR
Concentrix
Mission, TX
10.2022 - Current
- Answer back to back incoming calls from customers calling in with technical issues, they were experiencing with their cellular devices while maintaining a strong level of professionalism and courtesy, as well as notating their account with all information their service with the company and if necessary transferred them to the appropriate maintained an open conversation in the Instant Messenger with the rest of the team score obtainable as per their satisfaction as well as providing positive feedback to Supervisors about the assistance provided by me. Assisted with password resets, billing issues, such as unrecognized charges, add ons, refunds. Positioned bundles to gain sales that would benefit the customer.
- Express Employment, McAllen Tx
- Work from Home CSR
- Jan 29 2021 - April 03 2021
Server
Beef Outlaws
Mission, Tx
05.2020 - 07.2020
- Took customers orders for dine in and carry out. Served 50-60 customers on average. prepped & cooked appetizers. Served meals and beverages. Assisted in closing by cleaning kitchen and dining area.
- Managed on average 40-50 back to back incoming calls for the DMV of New York. I answered all inquires related to statuses of delivery of ID and Licenses. Checked statuses of all types of suspensions on IDs. Assisted with answering questions on how to lift suspension. Helped to schedule all DMV related appointments. Also helped with basic updates to address changes and phone numbers.
Customer Svc Agent
Maximus Federal
Pharr, Tx
10.2018 - 12.2018
- Answered calls and sorted out call type for the VA. Answered questions related to VA appointments and scheduling. Assisted with escalated callers to deescalate the call.
- Sept 1, 2017 - December 17, 2017
- Answered calls and sorted out call type. Took applications for FEMA related assistance. Answered inquiry calls related to a status of persons claims. Assisted with escalated calls.
Office Admin
Servpro of McAllen
Alton, Tx
08.2016 - 03.2017
- Answered calls, dispatched jobs, handled customers request and complaints, accounts receivable, Operated office machines, such as photocopiers and scanners, fax machines, voice mail systems, and personal computers. Answered telephones, directed calls, and took messages. Maintained and updated filing, inventory, mailing, and database systems, either manually or using a computer. Communicated with customers, employees, and other individuals to answer questions or explain information. Take orders, and address complaints. Opened, sorted, and routed incoming mail, answered correspondence, and prepared outgoing mail. Compiled, copied, sorted, and filed records of office activities, business transactions, and other activities. Computed, recorded, and proofread data and other information, such as records or reports. Typed, formatted, proofread, and edited correspondence and other documents from notes or dictating machines, using computers or typewriters. Managed calendars and arranged appointments. Reviewed files, records, and other documents to obtain information to respond to requests. Delivered messages and ran errands.
- Texas Workforce Commission, MCALLEN, Texas
- Customer Service Rep
- Oct 16, 2013 - Nov 25, 2015
- Answered calls and sorted out call type. Took all types of claims. Answered inquiry calls related to a persons claim and teleserve calls. Handled late filings or when a claimant had issues with completing their payment request or had general questions. Assisted with escalated callers to deescalate the call and helped with new hire cases and option a cases.
Customer Service Rep II
Texas Workforce Commission
MCALLEN, Texas
04.2009 - 07.2012
- Answered calls and sorted out call type. I would take initial claims, additional claims, reopen claims, government approved claims, extended benefit claims, overseas claim and military claims. I would also answer inquiry calls related to a persons claim and teleserve calls. I would handle late filings or when a claimant had issues with completing their payment request or had general questions. I also dealt with escalated callers to deescalate the call. I helped with new hire cases and option a cases.
- T-Mobile, USA, MISSION, Texas
- Customer Service Representative
- Oct 13, 2003 - Mar 17, 2008
- Answered back to back incoming calls from customers calling in with technical issues they were experiencing with their cellular devices while maintaining a strong level of professionalism and courtesy, as well as notating their account with all information and steps used to fix the issue. Answered any questions the customer might have regarding their service with the company and if necessary transferred them to the appropriate department. Utilized 4-5 different programs to assist and fix customers issues, and maintained an open conversation in the Instant Messenger with the rest of the team for immediate response of questions asked. Customers scored me grades of 5, highest score obtainable as per their satisfaction as well as providing positive feedback to Supervisors about the assistance provided by me.
Education
1 year college, technical or vocational school - Major:Medical Assistant, Minor:Medical Office Specialist
SACMDA
MCALLEN, Texas11-2001
High School Diploma/GED - Medical Assistant
Mission ISD
Mission, Texas05-1999
Skills
Typing Speed 60 Words Per Minute
Word Processing Software (Word, WordPerfect, etc
Critical thinking
Data entry
Customer relations
Problem resolution
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel, outlook, PowerPoint
Payment processing
Appointment scheduling
De-escalation techniques
Dispute resolution
Certification
Class C - Standard Driver's License
Language Skills
English - Excellent ( Read Write Speak )
Spanish - Good ( Read Write Speak )
Timeline
Work from Home CSR
Concentrix
10.2022 - Current
Server
Beef Outlaws
05.2020 - 07.2020
Customer Svc Agent
Maximus Federal
10.2018 - 12.2018
Office Admin
Servpro of McAllen
08.2016 - 03.2017
Customer Service Rep II
Texas Workforce Commission
04.2009 - 07.2012
1 year college, technical or vocational school - Major:Medical Assistant, Minor:Medical Office Specialist
SACMDA
High School Diploma/GED - Medical Assistant
Mission ISD