Jennifer Hinojos
Odessa,TX
Summary
Proven leader and effective communicator, adept at fostering client relationships and managing teams to exceed performance metrics. At Teleperformance, I spearheaded recruitment projects, enhancing offer acceptance rates through exceptional candidate experiences. Skilled in operational analysis and empathetic customer service, my approach significantly improves satisfaction and efficiency.
Overview
5
5
years of professional experience
Work History
Office Administrative Assistant
Black Ice Ind
05.2023 - 09.2024
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Maintained confidentiality in handling sensitive information while performing administrative tasks.
- Developed custom reports to address specific business needs and support decision-making processes.
Elementary School Teacher
BELEN
10.2022 - 04.2023
- Experience managing up to 50 students, adept at using positive reinforcement teaching techniques to encourage student behavior to growth.
- Create and adapt lesson plans according to students' academic needs, including individual and group work.
- Established open communication and positive relationships with students, parents, peers, and administrative staff.
- Communicated effectively with parents and guardians, maintaining open lines of communication regarding student progress and addressing concerns as needed.
RECRUITMENT & SELECTION SPECIALIST • HR •
Teleperformance
04.2022 - 10.2022
- Followed all company policies and procedures to deliver quality work.
- Experience in searching for candidates, managing recruitment processes and working with hiring managers.
- Searching for Talents, screening resumes and conducting competency-based interviews in Spanish and English for preselected candidates.
- Preparing solid analysis and assessments for the interviews conducted with candidates.
- Managed high-volume recruitment projects while maintaining excellent candidate experiences throughout the hiring process, resulting in improved offer acceptance rates.
CONTACT CENTER SUPERVISOR •
NRG Energy, Inc.
03.2020 - 03.2022
- Responsible for the analysis and management of claims, appeals & grievances filed by a team of 30+ front line and escalation representatives.
- Responsible for the bilingual representative's paychecks and overall satisfaction with the company.
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
BILINGUAL REPRESENTATIVE • NRG • JULY 2019 - FEBUA
NRG Energy, Inc.
07.2019 - 02.2020
- BILINGUAL REPRESENTATIVE • NRG • JULY 2019 - FEBUARY 2020
- Customer service experience developed by generating customer engagement in English and Spanish.
- retained customers that had a risk to leave the company, back office task such as process administration and financial transactions (credit scores, credit and check payments, invoice reviews).
- Exceeded performance metrics by providing exceptional customer service in a bilingual capacity.
- Reviewed new business applications for completeness and prepared for submittal to customers in one or two languages.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Education
Associate of Business Administration - Business Leadership
Odessa College
Odessa, TX05.2024
Skills
Customer service
Empathetic
Leadership
Communication
Problem solving
Adaptability
Ability to work under pressure
Managing people
Client relationship management
Time management
Teamwork
Microsoft office
Sales
Operational analysis
New hire onboarding
Talent incorporation
Critical thinking
Organized
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Office Administrative Assistant
Black Ice Ind
05.2023 - 09.2024
Elementary School Teacher
BELEN
10.2022 - 04.2023
RECRUITMENT & SELECTION SPECIALIST • HR •
Teleperformance
04.2022 - 10.2022
CONTACT CENTER SUPERVISOR •
NRG Energy, Inc.
03.2020 - 03.2022
BILINGUAL REPRESENTATIVE • NRG • JULY 2019 - FEBUA
NRG Energy, Inc.
07.2019 - 02.2020
Associate of Business Administration - Business Leadership
Odessa College
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