Jessica Reyes
Summary
To use my experience to provide assistance in the customer service area as well as using my Bi-lingual skills in English and Spanish to support this.
Overview
20
20
years of professional experience
Work History
House Cleaner
Self Employed
07.2019 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
Teacher Assistant
FiveCAP Headstart
07.2012 - 09.2014
- Bi-lingual Teachers Assistant
- Completed head start enrollment for teachers.
- Assisted with Dial testing for migrant families.
- Accompanied lead teachers on Spanish speaking home visits
- Recruit, hire, train, and coach over 30 staff members on customer service skills, food & beverage knowledge, sales, and health & safety standards.
- Reduced costs by 7% through controls on overtime, operational efficiencies, and reduced waste.
- Consistently exceed monthly sales goals by a minimum of 10% by training FOH staff on upselling techniques and by creating a featured food and beverage program.
Connections Representative
Absolute Total Care
05.2005 - 08.2011
- Facilitated connections between clients and resources to enhance service delivery.
- Analyzed client needs to provide tailored support and solutions.
- Collaborated with team members to streamline communication processes.
- Developed training materials for onboarding new team members on best practices.
- Implemented feedback mechanisms to continuously improve client interactions.
- Coordinated with cross-functional teams to address client concerns efficiently.
- Managed multiple projects simultaneously while maintaining strict deadlines and delivering exceptional results.
- Implemented process improvements to increase overall connection quality and reduce customer complaints.
- Served as the primary point of contact for clients experiencing connection challenges, offering prompt resolutions and preventing escalations.
- Enhanced client relationships by providing personalized and timely assistance on connection-related issues.
- Provided comprehensive training to new team members, fostering a culture of continuous learning and improvement.
- Documented data and completed accurate updates to case records.
- Assisted families in navigating the social services system, including applying for benefits, accessing resources and connecting with other family support services.
Member Service Representative
Absolute Total Care
05.2005 - 08.2011
- Delivered exceptional customer service by resolving inquiries and issues promptly.
- Enhanced member satisfaction through effective communication and personalized support.
- Streamlined account management processes to improve efficiency and accuracy.
- Conducted training sessions for new team members on operational procedures and best practices.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
- Verified customer identification and documentation for compliant transactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
- Consistently met or exceeded performance metrics through proactive management of workload and effective prioritization.
- Resolved customer issues through thorough dispute investigation.
- Partnered with other departments facilitating smooth resolution of complex cases resulting in improved member experience.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
In House Provider Relations Representative
PhyTrust of South Carolina
05.2005 - 08.2011
- Facilitated effective communication between providers and internal teams to resolve issues promptly.
- Managed relationships with healthcare providers to ensure satisfaction and compliance with company policies.
- Analyzed provider feedback to identify trends and recommend process improvements for enhanced service delivery.
- Developed training materials and conducted sessions to educate providers on new systems and procedures.
- Coordinated outreach efforts to onboard new providers, ensuring a smooth integration into the network.
- Collaborated with cross-functional teams to streamline processes, resulting in improved provider engagement strategies.
- Strengthened provider networks through regular outreach and relationship building activities.
- Answered provider inquiries via email, telephone and written correspondence.
- Fostered strong, positive relationships with key providers by coordinating, facilitating and leading partnership meetings and identifying on-site enrollment opportunities.
- Provided exceptional customer service when working directly with healthcare professionals, establishing a reputation as a trusted resource for assistance.
Education
Certification - Excel Classes
Computer Classes On The Strand
Myrtle Beach, SC03-2006
GED -
State Department of Education
Columbia, SC11-2005
Skills
- Competencies
- Excellent organizational skills as well as the ability to pay strict attention to detail
- Developed ability to work in a faced-paced atmosphere
- Work well under pressure and work well as a team member
- Ability to multitask in a variety of setting
- Diplomatically resolve customer complaints on an as-needed basis
- Ability to follow instructions well and make decision with limited to no supervision
- Professional Skills
- Microsoft Office
- Microsoft Windows
- Word Perfect 51/61
- Customer Service Skills
- Filing/Editing
- Office Procedures
- Telephone Skills
- Excellent interpersonal and communication skills
- Poised under pressure
Qualifications
Bilingual fluent in English/Spanish reading, writing and speaking.
Excel Classes 2006
65 WPM
Timeline
House Cleaner
Self Employed
07.2019 - Current
Teacher Assistant
FiveCAP Headstart
07.2012 - 09.2014
Connections Representative
Absolute Total Care
05.2005 - 08.2011
Member Service Representative
Absolute Total Care
05.2005 - 08.2011
In House Provider Relations Representative
PhyTrust of South Carolina
05.2005 - 08.2011
Certification - Excel Classes
Computer Classes On The Strand
GED -
State Department of Education