Hi, I’m
Jenniffer Cardenas
San Antonio,TX
Summary
Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals.
Overview
20
years of professional experience
Work History
Comfort Care Transportation
Supervisor
04.2022 - 01.2024
Job overview
- As a supervisor for Comfort Care, I had a team of 15-18 people at any given time I worked with
- Responsibilities Include: In addition to Team Lead duties, interviewing, onboarding, and training new employees, running reports - extracting and compiling data for managing processes, conducting audits - pulling 3 call audits monthly for each of the staff, oversight for agent performance which involves monitoring, communicating, and holding agents accountable for metrics, and training as well as performing monthly one on ones with CSRs to ensure clear communication about expectations is being met
- Supervisor also assists with taking calls and working messages and voice mails as needed as well as escalation calls.
Comfort Care Transportation
Comfort Care Transportation Customer Service Team Lead
08.2021 - 04.2022
Job overview
- Responsibilities include: Support Team Members by Answering Questions, Build relationships of trust with team members, Serve as a Call Center SME Subject Matter Expert, Take Account Holder Calls, Address Tech Issues/Center Outage by Following Escalation Path, Collaborate with Supervisor on Monthly Team Meeting, Provide Error Coaching, Engage team by monitoring morale and supporting team boosting functions, Provide QA Coaching, Complete agent side by sides, Take Escalation Calls as needed.
Comfort Care Transportation
CSR / Dialysis Coordinator
10.2017 - 01.2021
Job overview
- At Comfort Care, my duties as a bilingual service agent include utilizing my customer service soft skills in order to assist patients and clinics to book transports to their medical appointments
- I also learned the various apps used to book transports for patients as well as learned the new system that was implemented in 2021
- I have assisted in the training of various new hires
- I briefly was taught how to do referrals for vendors although we no longer do that on our end, I feel it's a valuable tool, that showed me how we work with vendors and dispatchers as well as build rapport with them.
Education
Career Quest
University Overview
- Certified Nurse Aid
- Expired
St. Phillip's College
RN/psychology
01.2013
University Overview
GPA: 3.66
San Antonio College
01.2010
Judson ISD
01.2010
University Overview
GED
Career Point Institute
01.2007
University Overview
Medical Office Specialist
Skills
- Bilingual Spanish - Speak, Read, Write
- Microsoft Word
- Mircrosoft Excel
- Microsoft PowerPoint
- Knowledge of various types of Systems
- 15 years Customer Service Experience
References
- Kathy Villarreal, (210) 834-9484
- Esther Reyes, (210) 291-9625
- Kim Caballero, (210) 508-1919, kimcaballero@wellmed.net, Director Patient Service Operations
- Donna Debner, (726) 567-6134, ddebner@wellmed.net, Vice President Customer Service Wellmed
Languages
Spanish
Native or Bilingual
Timeline
Supervisor
Comfort Care Transportation
04.2022 - 01.2024
Comfort Care Transportation Customer Service Team Lead
Comfort Care Transportation
08.2021 - 04.2022
CSR / Dialysis Coordinator
Comfort Care Transportation
10.2017 - 01.2021
Career Quest
St. Phillip's College
RN/psychology