Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Torres

San Antonio,TX

Summary

Being a member of management within a company that has room to grow. Boost customer service team productivity while maximizing customer satisfaction. Skilled leader with excellent program management, relationship-building and administrative expertise. Accomplished in training new employees and mentoring established associates to drive continuous improvement. A valuable and committed professional with dynamic communication and interpersonal skills. Ready to take on a new role with a company where a strong work ethic and calm demeanor will be appreciated. Friendly Receptionist with background in various office settings. Knowledgeable about security, service and clerical requirements. Takes on multiple simultaneous tasks with excellent time management abilities and resourceful approach.

Overview

19
19
years of professional experience

Work History

Front Office Receptionist

NEISD
02.2021 - Current
  • Interacted with customers by phone, email, or in-person to provide information.
  • Greet incoming visitors professionally and provided friendly, knowledgeable assistance.
  • Provided clerical support to staff by copying and faxing.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Maintained clean reception area to promote positive, professional environment for parents and students.
  • Greet and verify parents information before directing them to appropriate areas or answering questions.

Pawn Broker

Money Mart
03.2022 - 12.2022
  • Prepared loan documentation according to standards.
  • Completed training programs to remain updated and further develop proficiency of important industry information.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Updated account information to maintain customer records.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Maintained tidy and organized store environment to comply with cleanliness standards.
  • Greeted customers, helped locate merchandise, and suggested suitable options.

Collection Specialist

Charter Communications
08.2020 - 02.2021
  • Met demands of busy collections group by performing high volume of daily calls.
  • Secured payments by following up with customers which disregarded promise to pay.
  • Received and submitted payments and applied amounts to customer balances.
  • Minimized total number of delinquent accounts
  • Gathered required information from customers for settlement reviews to help negotiate down debt with creditors.
  • Reviewed accounts to determine payment plan compliance.
  • Remained calm, stayed professional and provided exceptional service on all calls, even when interacting with difficult individuals.

FRAUD SPECIALIST II

Jp Morgan Chase
10.2018 - 07.2020
  • Helping customer releasing deposit holds they may have on hold after making it into their accts business or personal Electronic money movement; release zelle transfers, wires, ach transfers, bill payments, vendor payments Basic online restoring New account screening Restricting accounts for being compromised or being used for wrong doing.
  • Identified fraud patterns and anomalies through analysis of large quantities of data.
  • Participated in group discussions with team members to develop new ways to combat fraud.
  • Communicated with customers and company personnel, utilizing active listening and interpersonal skills.
  • Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
  • Motivated and encouraged team members to communicate more openly and constructively with each other.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Juggled multiple projects and tasks to ensure high quality and timely delivery.
  • Answered calls to assist with customer questions and concerns.

TELEPHONE BANKER

Jp Morgan Chase
05.2016 - 07.2020
  • Helping customers when they call in Chase for accounting information Balance checks, online banking, transferring money, changing account types, and fee Checks Getting customers to the right department if needed Helping out with special projects with in Chase Wealth Management Project- helping our customers with questions about their Retirement accounts and new adjustments we as Chase made.
  • Empowered customers with knowledge to independently navigate bank systems and online tools to get common answers and process basic transactions.
  • Helped customers complete withdrawals, deposits and transfers as well as open new accounts and obtain balance information.
  • Matched members to products and services meeting current needs and expected lifestyle changes.
  • Boosted customer satisfaction with knowledgeable answers and fast service for diverse needs.
  • Entered information and updated client records following telephone interactions.
  • Answered calls per day in fast-paced environment, transferring callers to appropriate personnel.
  • Handled incoming calls with friendly and cheerful attitude for organization
  • Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
  • Completed connections between callers, departments and professionals.
  • Worked call system, typically responding to calls within.
  • Delivered answers to customer questions and concerns regarding banking issues.

Pawn Broker

Cash America
03.2014 - 07.2016
  • Doing personal loans on personal items to get money for their personal needs Working 40 plus hours weekly Cleaning and organizing the main store and back warehouse Checking in jewelry and displaying it in the case as it comes in Face to face customer support daily.
  • Counted inventory every day and produced reports for management detailing such information.
  • Created eye-catching window displays to draw customers into store.
  • Explained store policies and procedures to customers and responded to questions about loan terms.
  • Valued items according to current market conditions and negotiated with customers regarding prices.
  • Set terms for loans and collateral, including rate, fee and expiration date.
  • Researched electronics and other items online to identify market value.
  • Delivered immediate, friendly and knowledgeable service to customers seeking to bring in or purchase merchandise.
  • Appraised items, including jewelry, firearms to determine product value and authenticity.
  • Reset store displays for special events and seasonal merchandise changes.

Store Manager

Family Dollar
08.2004 - 01.2014
  • Opening and closing the store on a daily basis Making daily deposits, operating the cash register Making weekly schedules for a crew of 8 to 20 employees Operating 1.5 million dollar stores Unloading weekly trucks as well as stocking in a timely matter Ordering merchandise for the store weekly Face to face customer support daily Helping out other stores within San Antonio Changing the layouts of the store monthly.
  • Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
  • Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
  • Developed and optimized store schedules to meet expected coverage demands and maintain optimal service levels.
  • Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
  • Updated store pricing, signage and merchandising to promote specials, sales and discounts.
  • Opened and closed store by processing daily paperwork, balancing register drawers, producing staffing schedules and preparing deposits.
  • Secured store perimeter and enforced safety procedures to minimize losses and protect assets.
  • Reorganized sales floor to optimize customer flow and improve product visibility.
  • Delegated work to employees based on shift requirements, individual strengths and unique training.
  • Conducted staff evaluations and determined promotions and realignments or reductions in workforce.
  • Coached and empowered employees by creating and sharing motivational vision plans.
  • Prioritized sanitation, safety and health standards in work areas to meet OSHA requirements.
  • Trained employees on store security, monetary procedures and customer service expectations.
  • Oversaw merchandising and displays, signage, decorations and cleaning to maintain safety and readiness for customers.

Education

High school Diploma -

John Jay High School
San Antonio, Texas

Skills

  • Accounting
  • Banking
  • Cash register
  • Customer support
  • Payment acceptance
  • Cashflow report generation
  • Investigation due diligence
  • Performance improvement techniques
  • Familiar with locating individuals
  • Customer research
  • Call center background
  • Scripted conversations
  • Investigative research
  • Statement issuing
  • Credit and collections

Timeline

Pawn Broker

Money Mart
03.2022 - 12.2022

Front Office Receptionist

NEISD
02.2021 - Current

Collection Specialist

Charter Communications
08.2020 - 02.2021

FRAUD SPECIALIST II

Jp Morgan Chase
10.2018 - 07.2020

TELEPHONE BANKER

Jp Morgan Chase
05.2016 - 07.2020

Pawn Broker

Cash America
03.2014 - 07.2016

Store Manager

Family Dollar
08.2004 - 01.2014

High school Diploma -

John Jay High School

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Jennifer Torres