JESSICA HINOJOSA
KATY
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals along with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Overview
2026
2026
years of professional experience
Work History
Remote Customer Service Representative
Southwest Airlines
Katy, TX
11.2022 - Current
- Provided exceptional customer support through effective communication and problem-solving techniques.
- Assisted in resolving customer inquiries using CRM software, enhancing response efficiency.
- Adapted to various customer needs by learning product features and services rapidly.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Special Event Chauffeur
Carey International
- Provided timely and accurate transportation to Carey clients in company vehicles to their scheduled itinerary trips with the highest degree of safety and adherence to the law and company standards at all times. Receives and properly interprets reservation and maintains communication with dispatch, advising of potential delays and any other issues of importance. Completed EOJ details and any paperwork for each trip accurately and legibly and timely. Demonstrated proper safe driving behavior, etiquette, and courtesy. Provides customer assistance as necessary.
- Clients are NFL-(SUPERBOWL), NBA- (NBA ALL-STAR), LOUIS VUITTON INC
- Provided safe and timely transportation for clients, ensuring comfort and satisfaction.
- Maintained vehicle cleanliness and performed routine inspections to ensure operational readiness.
- Developed strong relationships with clients, enhancing customer loyalty and repeat business.
- Managed unexpected situations calmly, such as road closures or accidents, finding alternative routes swiftly without compromising client safety or satisfaction.
Team Lead & B2B Sales Mgr.
HoneyBaked Ham Co.
01.2016 - 01.2022
- Assist phone customers, catering customers, in-store lunch customers and in-store retail customers, providing excellent service in a friendly and helpful manner. Respond positively to customer requests or comments. Assist with food preparation, including lunch, catering and retail ham and turkey. Demonstrate superior product knowledge and effectively articulate product features and benefits. Drive add-on sales through suggestion selling. Maintain store cleanliness and merchandising standards. Managed B2B customers by Identified and maximized sales opportunities and increased customer client and sales.
- Coordinated staff scheduling, optimizing workforce allocation for peak service times.
- Led team operations, ensuring adherence to quality standards and operational efficiency.
Customer Service Specialist-Remote
Marriott International Inc.
01.2011 - 01.2013
- Taking inbound calls to provide customer service to top clients for room reservations at international and local resorts and hotels. Remained flexible, adaptable, and committed to success. Brought forth advanced organizational and multitasking skills. Brought forth strong public speaking skills and proper phone etiquette. Managed high-volume workload within a deadline-driven environment. Resolved high volume queries per day and consistently met performance benchmarks in all areas (speed, accuracy, volume). Handling email support to customers about enquiries, complaints and appreciations and following up to the customers till their issues are resolved. Completed extensive customer service training to learn ways to enhance customer satisfaction and improve productivity.
Education
MBA - Sports Administration
University of Houston
Houston, TX05-2028
Associates - New Media Communications
Northwest Vista College
01.2013
Double Certifications - Medical Assistant & Billing and Coding
Career Quest College
01.2009
Skills
- Proficient time management
- Professional demeanor
- Schedule coordination
- Confidentiality
- Dispatcher communication
- Reservations
- Teamwork and collaboration
- Customer service
- Dependable and reliable
- Punctuality
- Professional manner
- Safe driving
Timeline
Remote Customer Service Representative
Southwest Airlines
11.2022 - Current
Team Lead & B2B Sales Mgr.
HoneyBaked Ham Co.
01.2016 - 01.2022
Customer Service Specialist-Remote
Marriott International Inc.
01.2011 - 01.2013
Associates - New Media Communications
Northwest Vista College
Double Certifications - Medical Assistant & Billing and Coding
Career Quest College
Special Event Chauffeur
Carey International
MBA - Sports Administration
University of Houston