Jessica Trevino
Houston,TX
Summary
Committed and motivated Administrative Assistant with exceptional customer service and decision making skills. Strong work ethic, professional demeanor and great initiative.Receptionist who answers a high volume of incoming calls while handling in-person inquiries from clients and colleagues. Flexible and hardworking with the drive to succeed. Quality-focused Data Entry Clerk experienced in data processing, coding and transcription. Skilled at entering data quickly with strong attention to detail and accuracy. Team player with outstanding communication skills and flexibility in working with others.
Overview
11
11
years of professional experience
Work History
Customer Service & Support Representative
PNC Bank
10.2022 - Current
- Assisted customers with account setup and navigation of their online banking environment.
- Researched customer complaints and resolved technical issues related to online banking accounts.
- Provided guidance to customers on using online banking tools such as transfers, payments, deposits.
- Provided advice on different bank products and financial options.
- Troubleshot customer inquiries regarding passwords and security questions.
- Monitored customer accounts for suspicious activity or fraud attempts.
- Answered customer questions and explained available services, such as deposit accounts, bonds, and securities.
- Handled various accounting transactions.
- Calculated fees due, interest, and change for customer transactions.
- Analyzed transactions for potential fraud or errors.
- Reviewed customer inquiries and complaints to identify potential disputes.
- Reviewed customer profiles for any changes that may indicate fraudulent activities.
Customer Service Representative
Anthem
08.2021 - 10.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and backed up other customer service managers.
- Examined reports, accounts and evidence to determine integrity and accuracy of information.
- Followed up with customers on unresolved issues.
- Calculated adjustments, premiums, and refunds.
- Posted payments to accounts and maintained records.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Developed a working knowledge of insurance plans, including Medicare and Medicaid regulations and requirements.
- Responded promptly to customer inquiries regarding their benefits and eligibility status.
- Verified account information to ensure accuracy of data entry.
Galveston Operations Manager
Greater Houston
04.2016 - 06.2021
- Handled accounting functions such as payroll administration, invoicing and budget administration in an independent and efficient fashion.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Received and processed cash and credit payments.
- Filled out paperwork to register vehicles and complete sales.
- Built and maintained effective relationships with peers and higher authority within the City Of Galveston T.X
- Answered customers' questions and addressed problems and complaints in person and via phone.
- Maintained an up-to-date department TDL and CCL chart.
- Managed multiple accounts simultaneously while meeting deadlines.
- Resolved customer complaints in a timely manner.
- Identified any potential hazards or areas that needed improvement through visual inspection and testing.
- Documented all inspection results accurately in accordance with established guidelines.
Administrative Assistants / Recruiter
Greater Houston
05.2013 - 04.2016
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Reviewed resumes, conducted phone screens, and managed candidate pipelines.
- Conducted in-depth interviews with top candidates to assess skills and fit.
- Maintained confidential records such as personnel files, contracts and customer accounts.
- Monitored office inventory to maintain supply levels.
- Handled incoming calls, emails, and other correspondence from clients and vendors.
- Maintained accurate records of all applicants' information throughout the recruitment process.
Education
High School Diploma -
Sam Houston
2008
Accomplishments
Multitasking
- Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
Customer Service
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
Administration
- Performed administration tasks such as filing, developing spreadsheets, faxing reports, photocopying collateral and scanning documents for inter-departmental use.
Timeline
Customer Service & Support Representative
PNC Bank
10.2022 - Current
Customer Service Representative
Anthem
08.2021 - 10.2022
Galveston Operations Manager
Greater Houston
04.2016 - 06.2021
Administrative Assistants / Recruiter
Greater Houston
05.2013 - 04.2016
High School Diploma -
Sam Houston