Joanna Jimenez-Serafin
Orlando,FL
Summary
Hardworking Collections Specialist adept at persuading customers and obtaining payments. Strong researcher with top-notch follow-through and meticulous attention to detail. Highly skilled candidate experienced in information organization and data entry. Self-directed and organized professional with proven track record for managing information with extreme care. Committed to maintaining high standards for confidentiality, productivity and accuracy.
Overview
6
6
years of professional experience
Work History
Collections Floorwalker
Concentrix
01.2021 - Current
- In servicing I would assist customers with any ongoing issue about their card
- Also used a lot of empathy and made sure customer was satisfied in every call
- Where we make manual outbound, inbound, and dialer calls
- Verifying all information before accessing account
- After 6 months in servicing, I was promoted to a Supervisor.
- Making sure I provided them the tools to agents to correctly assist customers.
- Worked with other supervisors to improve agents scores on call using huddles and announcements when new information was released
- Worked with Microsoft Word and Excel in order to keep all information on file and correct.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
Line Leader
Spice World Inc.
05.2020 - 01.2021
- I work as a line leader in a production line
- In where I manage a production line making sure the production line workers are doing what they have to also that the machines are running correctly and that the product does not have any defects in its packaging or labeling, especially with the expiration dates
- Having to make quick decisions when things happen out of nowhere and also being able to communicate everything and record information
- Finally working with Microsoft Word to print correct labels for boxes and pallets.
- Supervised updating procedures for working documents such as shift reports and handovers.
- Assisted in training new employees and implementing procedural changes.
Concession
Cinemark
11.2019 - 03.2020
- Collaborated with team members to efficiently serve large crowds during peak event times.
- Complied with all food safety regulations, consistently passing health inspections with no violations noted.
- Enhanced customer satisfaction by providing efficient and friendly service at the concession stand.
- Contributed to increased sales by upselling menu items and promoting special offers.
- Assisted in inventory management, accurately tracking stock levels and restocking as needed for seamless operations.
SALES ASSOCIATE & CASHIER
FOOTLOCKER
11.2018 - 03.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Food and beverage
Funspot America Theme Park
03.2018 - 02.2019
- Increased overall efficiency by assisting in the preparation of food items and maintaining proper inventory levels.
- Contributed to higher sales by upselling menu items and promoting daily specials to guests.
- Supported team members during peak hours, multitasking between various roles as needed.
- Maintained compliance with local health codes through regular cleaning schedules and strict adherence to sanitation guidelines in all areas of the establishment.
- Enhanced customer satisfaction by providing exceptional service and maintaining a clean, organized dining area.
- Reduced waste by monitoring portion sizes, practicing proper food storage techniques, and managing inventory accurately.
Education
Associate of Science - Dental Hygiene
Valencia College
1800 S Kirkman Rd, Orlando, FL 3281105.2025
High School Diploma -
Oakridge High School
05.2020
Skills
- Teamwork
- Leadership skills
- Fast learner
- Problem solver
- Positive attitude
- Communication
- Adaptability
- Fluent in Spanish and English
- Critical thinker
- Certified with Microsoft Word and PowerPoint
- Showing Empathy
- Organization
- Tech-savvy
- Data collector
- Public Speaking
- Communication Planning
- Filing management
- Customer Service
- Accuracy and Precision
Languages
Spanish
Native or Bilingual
Timeline
Collections Floorwalker
Concentrix
01.2021 - Current
Line Leader
Spice World Inc.
05.2020 - 01.2021
Concession
Cinemark
11.2019 - 03.2020
SALES ASSOCIATE & CASHIER
FOOTLOCKER
11.2018 - 03.2020
Food and beverage
Funspot America Theme Park
03.2018 - 02.2019
Associate of Science - Dental Hygiene
Valencia College
High School Diploma -
Oakridge High School