JENNIFER DE LEON POLANCO
The Bronx,NY
Summary
Organized administrative professional with experience in court operations, quality assurance, medical office intake, and high- volume customer service environments. Skilled in records management, documentation accuracy, workflow coordination, and handling confidential information. Bilingual in English and Spanish, bringing strong organizational, communication, and problem-solving skills adaptable to legal, medical, hospitality, and corporate office settings. Actively relocating to New York and available for local opportunities in the Bronx and surrounding areas.
Overview
12
12
years of professional experience
Work History
Court Clerk
Seminole County Clerk of the Circuit Court
Sanford, Florida
08.2025 - Current
- Prepare and maintain daily court dockets and official case records across criminal and traffic divisions
- Process legal filings, continuances, and case updates in court management systems in compliance with procedural rules.
- Support judges, attorneys, and law enforcement during proceedings by managing documentation, case files and courtroom workflow.
- Verify legal document accuracy, case entries and evidentiary records to ensure compliance with court standards.
- Provide procedural guidance to defendants' attorneys, and the public regarding filings, court processes, and next steps.
- Manage high-volume caseload activity while maintaining strict confidentiality and organization.
Customer Service Representative
Tivly
St. Petersburg, Florida
11.2024 - 08.2025
- Managed communication with 30+ clients daily, ensuring documentation accuracy and adherence to internal protocols to enhance client satisfaction.
- Screened commercial insurance clients, gathered intake information, and verified eligibility, facilitating efficient routing to licensed agents.
- Entered detailed records into CRM systems while maintaining accuracy, organization, and workflow, standards.
- Demonstrated professionalism and empathy in fast-paced remote environment, effectively supporting broker operations.
Quality Assurance Analyst
BPA Quality
Orlando , FL
11.2019 - 07.2023
- Evaluated and documented 50+ customer service calls weekly, ensuring adherence to company standards and enhancing overall service quality.
- Developed detailed QA reports and summaries for leadership review, driving operational improvements and strategic decision-making.
- Delivered structured feedback to agents to improve accuracy, communication, and service quality.
- Identified trends and workflow issues, recommending targeted improvements that streamlined processes and enhanced service delivery.
Front Desk Supervisor
Hilton
Palm Beach Gardens, Florida
10.2016 - 09.2019
- Supervised front desk staff and coordinated daily operations and scheduling.
- Resolved escalated guest concerns professionally while maintaining service standards.
- Maintained accurate records of reservations, billing activity, and reports.
Medical Receptionist Supervisor
Foot & Ankle Surgery Center
Palm Beach Gardens, Florida
07.2014 - 10.2016
- Supervised front Office staff and daily patient intake operations.
- Trained new hires on front desk procedures and electronic health record systems to enhance team competency.
- Managed Multi-line phones, verified insurance, and maintained accurate patient records.
- Audited Confidential records in compliance with HIPAA regulations.
Education
High School Diploma -
Port St Lucie
Port St Lucie, Florida05.2014
Some College (No Degree) - Legal Studies
Seminole State College of Florida
Sanford, Florida, FLSkills
- Court records & legal documentation
- Data entry, records management & case tracking
- Records verification & accuracy checking
- Confidential information handling
- File management & document organization
- Scheduling & workflow coordination
- Quality Assurance & detail review
- Microsoft Office (Word, Excel, Outlook)
- Customer service & client intake
- Multi-line phone management
- Bilingual (English & Spanish)
Timeline
Court Clerk
Seminole County Clerk of the Circuit Court
08.2025 - Current
Customer Service Representative
Tivly
11.2024 - 08.2025
Quality Assurance Analyst
BPA Quality
11.2019 - 07.2023
Front Desk Supervisor
Hilton
10.2016 - 09.2019
Medical Receptionist Supervisor
Foot & Ankle Surgery Center
07.2014 - 10.2016
High School Diploma -
Port St Lucie
Some College (No Degree) - Legal Studies
Seminole State College of Florida