Jessibel Velazquez
Buffalo,NY
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling urgent account and claims issues with patience and tact.
Overview
4
4
years of professional experience
Work History
Participant Support Specialist
P&A Group
11.2022 - Current
- Handle employee benefits for participants such as flexible spending(FSA) , retiree (IDB, IMF, COBRA etc..)and health savings accounts (HSA).
- Answer large volume of calls with friendly greeting to create positive inbound calling experience.
- Demonstrate strong problem-solving skills by resolving customer issues during the call.
- Provide customers with account information and answered inquiries to provide top-quality service.
- Occasionally reach out to participant via email with any updates from other departments.
- Review claims documents to verify required information and clarified any missing criteria.
- Ask fact-finding questions to determine customer needs and expectations and recommended best course of action.
- Escalate complicated customer account issues to supervisors and help desk workers.
- Adhere to company policies and scripts to consistently achieve call-time and quality standards.
Bridal Stylist/ Dress Consultant
Davids Bridal
09.2022 - 12.2022
- Led entire client shopping experience, putting together ensembles, and providing styling tips
- Worked with store managers to implement new displays, promotions and store layout changes.
- Monitored and replenished display inventory and restructured according to available stock.
- Logged call information and solutions provided into internal database.
- Promoted available products and services to customers during service, account management, and order calls.
- Provided accurate information about promotions, customer programs, and products, helping drive high customer retention.
Elderly Caregiver
Pleat Homecare
02.2020 - Current
- Acted as first point of contact and set appointments for patient
- Scheduled follow up calls with medical personnel to schedule appointments, transportation and evaluations
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Provided safe mobility support to help patients move around personal and public spaces.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Built strong relationships with clients to deliver emotional support and companionship.
Cafe Customer Service Associate/cashier
Tops Friendly Markets
04.2019 - 10.2019
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled billing and payment issues following guidelines, resolving disputes properly.
- Answered customer telephone calls promptly
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained current knowledge of store promotions and highlighted sales to customers.
Education
Bachelor of Science - Fashion And Textile Technology
SUNY Buffalo State
Buffalo, NY05.2022
Skills
- Active Listening
- bilingual communications (Spanish and English)
- multitasking
- Critical thinking/problem solving
- time management
- team work
- patience
Timeline
Participant Support Specialist
P&A Group
11.2022 - Current
Bridal Stylist/ Dress Consultant
Davids Bridal
09.2022 - 12.2022
Elderly Caregiver
Pleat Homecare
02.2020 - Current
Cafe Customer Service Associate/cashier
Tops Friendly Markets
04.2019 - 10.2019
Bachelor of Science - Fashion And Textile Technology
SUNY Buffalo State
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