Jennifer Reyna
Winters,TX
Summary
Dedicated customer service professional with extensive experience in coordinating service requests and enhancing team collaboration. Skilled in communication and problem-solving, effectively adapting to dynamic environments. Committed to delivering reliable support and ensuring operational efficiency with a client-focused approach.
Overview
1
1
Language
1
1
Certification
19
19
years of professional experience
Work History
Bilingual Customer Service / Dispatcher
Cooperative Response Center, Inc.
Abilene, TX
11.2022 - Current
- Provided support to numerous customers with their electricity, took payments, and also dispatched crews to reconnect, electricity, or fix downed power lines
- Coordinated service requests, ensuring timely response and resolution for customer inquiries.
- Utilized dispatch software to track service calls and optimize technician assignments.
- Managed communication between clients and field technicians to facilitate smooth operations.
- Implemented process improvements, enhancing response times and overall efficiency in dispatch operations.
- Enhanced customer satisfaction by efficiently managing and prioritizing service calls.
Customer Advocate II
Blue Cross Blue Shield of IL, MT, NM, OK & TX
San Angelo, TX
12.2018 - 04.2022
- Assisted members with account payments, including setting up payment drafts and changing primary care providers and medical groups. Setting up payment drafts, changing PCP, medical groups, and sending out any and all correspondence. Supported members with claims by clarifying charges, explaining service lines and coverage options, and coordinating communication with providers to ensure comprehensive assistance. We don't want to leave the member in homework, we take care of that for them.
- Resolved customer inquiries efficiently, ensuring high satisfaction and adherence to company policies.
- Collaborated with cross-functional teams to enhance service delivery and streamline processes.
- Educated members on benefits and services, improving utilization of health resources.
Assistant Manager Retail
7-Eleven
San Angelo, TX
01.2017 - 05.2019
- Assisted customers with purchases to enhance their shopping experience. Executed tasks assigned by the General Managers to maintain store operations. Demonstrated commitment to role. Worked overnights while still maintaining a day job. Worked in Del Río, Tx before transferring to San Angelo, Tx.
- Supervised daily operations to ensure efficient store management and customer satisfaction.
- Trained and mentored staff on operational procedures and customer service excellence.
Shipping Clerk / Logistics Coordinator
Joyson Safety Systems
Del Rio, TX
10.2016 - 11.2018
- Verified and maintained accurate records of incoming and outgoing shipments to ensure compliance and efficiency. Prepared items for shipment by assembling, addressing, stamping, and shipping products, contributing to timely delivery. Assembled, addressed, stamped, and shipped merchandise; received, unpacked, verified, and recorded incoming products; arranged transportation for efficient product distribution.
- Coordinated shipping and delivery schedules to optimize logistics operations.
- Processed shipping documentation to ensure compliance with regulations and company policies.
- Managed inventory levels through effective tracking and reporting systems.
CSR/Dispatcher
Cooperative Response Center
Abilene, TX
09.2007 - 10.2016
- Responsibilities
- Answered daily calls, assisted customers with electricity issues, processed account payments, and dispatched repair crews during adverse weather conditions.
- Accomplishments
- Recognized value of assistance during power outages, understanding its impact on customer experience and appreciation.
- Being able to be bilingual assists in any job. So being able to assist customers in their need is very important and shows that there's always someone on the other end that cares.
Education
AAS High school diploma - Criminal Justice
Kaplan University
Des Moines, IA12-2012
Skills
- Active learning
- Complaint handling
- Follow-up skills
- De-escalation techniques
- Customer service
- Team leadership
- Decision-making
- Staff management
- Escalation management
- Detail-oriented
- Data entry skills
- Multi-line phone system
- Medical industry expertise
Certification
Driver's License, CPR Certification, Non-CDL Class C, CHAA, First Aid Certification
Personal Information
- Driving License: Driver's License
- Availability: Willing to relocate: Anywhere
- Work Permit: Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service / Dispatcher
Cooperative Response Center, Inc.
11.2022 - Current
Customer Advocate II
Blue Cross Blue Shield of IL, MT, NM, OK & TX
12.2018 - 04.2022
Assistant Manager Retail
7-Eleven
01.2017 - 05.2019
Shipping Clerk / Logistics Coordinator
Joyson Safety Systems
10.2016 - 11.2018
CSR/Dispatcher
Cooperative Response Center
09.2007 - 10.2016
AAS High school diploma - Criminal Justice
Kaplan University