Jennifer Quinones
Summary
Personable Customer Service Representative offering years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Service Clerk
Sierra Minit Mart
06.2019 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Stocked shelves, fried food, made sandwiches and pizza, cleaned store as needed and operated the cash register with great accuracy.
- I was asked to become Deli Manager. Duties were to order food from 4 different companies, send back any errors I was able to run the deli by myself and sales went up and so did my raise.
- I enjoyed the management position. I was a key holder opened the store alone at 3am. I stopped feeling safe when there was a homeless man sleeping at our door. I decided for my safety that I would step down and be a regular worker.
- My first time working for SMM was 12/12 to 03/18
- Second time working for SMM was March 2019 to Current
Office Manager
Golden State Paint And Body
03.2018 - 10.2018
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained computer and physical filing systems.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Hostess / Waitress
Country Cafe
03.2011 - 12.2012
- Used cash registers and credit card machines to cash out customers.
- Processed orders and sent to kitchen employees for preparation.
- Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
- Shared knowledge of menu items and flavors, enabling customers to make personal decisions based on taste and interest.
Customer Service Representative
CIGNA Healthcare
01.2008 - 06.2009
- At CIGNA I was a telephone operator for the claims department
- I managed calls to the medical group, printed ID cards, assisted customers if they needed help in navigating the website
- At CIGNA I would have to look up the claim and determine if it was processed correctly
- If it was not I had to search to see who was responsible for payment and either call, fax, email, or transfer the claim to get it processed
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- I have worked for CIGNA 2x. First was 03/98-06/99
Customer Service Representative
CIGNA Healthcare
01.1997 - 06.1999
- I have always had an interest in the medical field it fascinates me
- In high school I took extra classes to learn Hospital
- Occupations and upon completion I became a successful volunteer
- I also took the Certified Nurse's Assistant class duringhigh school
- When training came around, I found out I was pregnant, and I didn't complete the course to the end afraid thelifting would compromise my baby
- I never lost the love for helping others less fortunate than me.
Education
High -
Golden West High School
06.1996
Skills
- Productivity Standards
- Order Fulfillment
- Payment Processing
- Customer Service Excellence
- Customer Relations
- Loss Prevention Goals Monitoring
- Office Equipment Proficiency
- Typing Proficiency
- Professional Telephone Demeanor
- POS Systems Expertise
- Clerical Support
- Retail Sales Customer Service
- Client Rapport-Building
- Senior Leadership Support
- Till Counting
- Credit Card Payment Processing
- Sales Expertise
- Staff Training
- Stocking and Replenishing
- Order Processing
- Account Updating
- Store Maintenance
- Fee Collection
- Multi-Line Telephone Operation
- Call Center Operations
- Administrative Support
- Managing Cash Register
- Records Management
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Cashier - Achieved highest Number of new credit accounts opened within one-month period and I was awarded at the District level.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Achieved the Deli Manager position because I am hard working and efficient.
Certification
CPR and First Aid certified
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Price is what you pay. Value is what you get.
Warren Buffett
Timeline
Customer Service Clerk
Sierra Minit Mart
06.2019 - Current
Office Manager
Golden State Paint And Body
03.2018 - 10.2018
Hostess / Waitress
Country Cafe
03.2011 - 12.2012
Customer Service Representative
CIGNA Healthcare
01.2008 - 06.2009
Customer Service Representative
CIGNA Healthcare
01.1997 - 06.1999
High -
Golden West High School
CPR and First Aid certified
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