Jessica Vallejo
Round Rock,TX
Summary
Organized office professional with experience with various administrative tasks such as preparing agendas, scheduling meetings and providing customer assistance.
Overview
22
22
years of professional experience
Work History
CURRENTCUSTOMER SERVICE REPRESENTATIVE
City Of Austin -DSD
2017.10 - Current
- Answered constant flow of customer calls with minimal wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Assist customer though live chat as well as email
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Scheduled office meetings and client appointments for staff teams.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Surpassed team goals by partnering with colleagues to implement best practices and protocols.
- Developed strategies to streamline and improve office procedures.
- Assisted coworkers and staff members with special tasks on daily basis.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Performed research to collect and record industry data.
- Analyzed team performance and identified opportunities for additional training.
- Prepared and presented supplementary learning material to support structured lessons.
- Developed individualized training plans to achieve staff readiness.
- Identified and recommended staff for key positions and departments.
- Recruited and trained new members of guest service team.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Developed effective training plans based on department needs and objectives.
- Implemented new training courses after assessing corporate data and identifying employee weaknesses.
- Educated clients on proper use of products and systems.
- Gained strong leadership skills by managing projects from start to finish
- Worked effectively in fast-paced environments
CUSTOMER SERVICE REPRESENTATIVE
City Of Austin, Austin Energy
2015.06 - 2017.10
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided primary customer support to internal and external customers
- Responded to customer requests for products, services and company information
- Investigated and resolved customer inquiries and complaints quickly
- Responded proactively and positively to rapid change
- Exhibited high energy and professionalism when dealing with clients and staff
- Met customer call guidelines for service levels, handle time and productivity
- Educated customers about billing, payment processing and support policies and procedures.
- Completed forms, reports, logs and records to quickly handle all documentation for human resources.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Scheduled office meetings and client appointments for staff teams.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Executed record filing system to improve document organization and management.
- Developed strategies to streamline and improve office procedures.
- Assisted coworkers and staff members with special tasks on daily basis.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
- Increased office participation in special events by creating newsletter with detailed calendars and other office updates.
- Established administrative work procedures to track staff's daily tasks.
- Performed research to collect and record industry data.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Developed individualized training plans to achieve staff readiness.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Educated clients on proper use of products and systems.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Tracked attendance and evaluated progress for assigned trainees.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
CUSTOMER SERVICE REPRESENTATIVE
Apple One, Austin Energy
2015.04 - 2016.06
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered customer telephone calls promptly to avoid on-hold wait times
- Answered constant flow of customer calls with minimal wait times
- Offered advice and assistance to customers, paying attention to special needs or wants
- Provided primary customer support to internal and external customers
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Team Supervisor
MCI Telecommunications
2001.03 - 2003.05
- Managed performance reviews for 8 employees, analyzing individual employee achievements and overall trends in workforce execution metrics.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Held weekly team meetings to inform team members on company news and updates.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Maintained awareness of basic HR laws and regulations and kept up-to-date with company policies.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Maintained understanding of overall business goals, tailoring new hires and continuing training towards reaching prescribed targets.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Documented coaching and development sessions, corrective actions and performance improvement plans to help staff meet key performance indicators.
- Defined key performance indicators for employees to define clear, attainable landmarks for performance measurement.
- Developed, recommended and implemented measures to improve productivity, performance, quality and career path for staff members.
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
Education
High School Diploma -
Advent Harvest Academy
04.2008
Skills
- Customer Account Management
- Issue and Complaint Resolution
- Data Entry and Maintenance
- Document Conversion
- Inquiry Requests
- Directing Calls
- Calendar Management
- Document and Records Management
- Administrative and Office Support
- Client Service and Support
- Account Updates
- Till Counting
Timeline
CURRENTCUSTOMER SERVICE REPRESENTATIVE
City Of Austin -DSD
2017.10 - Current
CUSTOMER SERVICE REPRESENTATIVE
City Of Austin, Austin Energy
2015.06 - 2017.10
CUSTOMER SERVICE REPRESENTATIVE
Apple One, Austin Energy
2015.04 - 2016.06
Team Supervisor
MCI Telecommunications
2001.03 - 2003.05
High School Diploma -
Advent Harvest Academy
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