Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Gutierrez

Wichita Falls

Summary

Dynamic Bilingual Customer Service Representative with 5+ years of experience handling incoming calls, resolving customer issues, skilled at coordinating busy offices and maintaining professionalism in stressful situations. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

ROI Solutions
04.2022 - 02.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Receptionist

Community Health Care Center
07.2017 - 07.2021
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Corresponded with clients through email, telephone, or postal mail.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Handled cash transactions and maintained sales and payments records accurately.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
  • Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.

Front Desk Medical Receptionist

BPL Plasma Donation Center
09.2016 - 07.2017
  • Enhanced patient satisfaction by consistently providing friendly and efficient service at the front desk.
  • Adhered to strict HIPAA guidelines to protect patient privacy.
  • Organized paperwork such as charts and reports for office and patient needs.
  • Used computer programs and registration systems to schedule patients for routine and complex procedures.
  • Provided vital support during peak hours by efficiently handling walk-ins, check-ins, and appointment scheduling duties.

Education

High School Diploma -

Wichita Falls High School
Wichita Falls, TX
05.2016

Skills

  • Scheduling
  • Data Entry
  • Paperwork Processing
  • Computer Proficiency
  • Microsoft Outlook
  • Microsoft Excel
  • Quality Control
  • Data Collection
  • Clerical Support
  • Detail oriented
  • Administrative and Office Support
  • Product Recommendations
  • Multitasking Abilities
  • HIPAA
  • 35 words per minute

Timeline

Customer Service Representative

ROI Solutions
04.2022 - 02.2023

Receptionist

Community Health Care Center
07.2017 - 07.2021

Front Desk Medical Receptionist

BPL Plasma Donation Center
09.2016 - 07.2017

High School Diploma -

Wichita Falls High School

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Jessica Gutierrez