Jo Anna Lerma
Waco,TX
Summary
A customer service position where my previous work experience and skills can be an asset to your company.
Customer Service Manager experienced with all facets of the hiring, training, coaching, and development processes of Call Center Representatives. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem-solving.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Work order Review Specialist/ Escalation Team
Insight Global
01.2022 - Current
- I did Walmart work orders for repairs for the stores world wide
- Had over 80 work orders and emails a day
- Work with stores and vendors
- Was responsable for getting emergency fixed for the stores
- Was the help desk for Hvac techs
Supervisor
Axion Health care llc
07.2021 - 10.2021
- Supervised a team of 15
- Did zoom meetings
- Did quality calls
- To verify hippa and other regulations And help other supervisor with projects.
Customer Service Representative
QuestPro
07.2020 - 05.2021
- Work taking unemployment claims
- Answer questions on the claims.upload documents need
- And answer questions on their claims
- Also give tax information
- And when they would receive their check.
Customer Service Representative
Atmos Energy
08.2015 - 07.2020
- Take inbound calls from customer to set up new accounts
- Take emergency gas calls
- Take payments
- Help new employees that come on the floor
- Take around 600 calls a day
- Work in special projects to help improve our customers and company
- Help customer support for our customers
- Work on dual computer screens.
BILINGUAL COLLECTION MANAGER
GET IT NOW
03.2013 - 06.2014
- I made daily cals to our customers for payments, Also help out on the sales floor take cas payments from our customers I also filled paper, ran credit check, went to customers homes to insure payment
- Also did bank deposit
- Addressed and resolved customer product complaints empathetically and professionally
- Defused volatile customer situations calmly and courteously
- Accurately documented, researched and resolved customer service issues
- Mastery of customer service management systems and databases.
BILINGUAL COLLECTIONS Supervisor
Wells Fargo Mortgage
06.2009 - 03.2013
- Effectively managed a high-volume of inbound and outbound customer calls
- Answered a constant flow of customer calls with up to [number] calls in queue per minute
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Accurately documented, researched and resolved customer service issues
- Mastery of customer service management systems and databases
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
- Provided incentive to increase productivity by offering employees awards for best customer service
- Met or exceeded service and quality standards every review period
- Also I traveled to our outreach events to help ur customers in need with our modification programs
- I interacted face to face with our customers.
Office Manager
H&R Block
01.2003 - 05.2009
- File taxes return to irs
- Printed out refund checks
- Also passed test to be a certified tax person
Data Processor
Heads & Threads
11.1998 - 05.2008
- Printed out orders to ship to our customers, accountable for doing invoices
- Took care of our walk in customer's with there orders
- Assisted customers with their shipments, answered there questions and provide them tracking information
- Helped call in trucks to ick up our products to ship out to our customers
- Responsible for doing daily reports for our sales and keep them updated with our customers orders
- Addressed and resolved customer product complaints empathetically and professionally
- Gathered and verified all required customer information for tracking purposes
- Defused volatile customer situations calmly and courteously
- Prepared reports and communication for senior management and clients.
Customer service
Golden Walnut
06.1996 - 11.1998
- Took sales calls from our customers
- Did Specialty shows for our products
- Printed orders out for our warehouse to ship to our customers
- Also interacted with customers on a one and one basics at our candy shows
- Also filled paper away.
Education
High School Diploma - undefined
University High School
Waco, TX01.1987
Skills
- MULTI-LINE
- MULTI-LINE PHONE
- TELEPHONE
- CALL CENTER METRICS
- BILINGUAL
- Microsoft Office
- Training
- Receptionist
- Call Center
- CSR
- Customer Care
- Customer Service
- Customer Support
- Databases
- English
- Spanish
- Employee Orientation
- Multilingual
- Human Resources
- Office Management
- Management
- Microsoft Outlook
- Tax Experience
- Visual Basic
- Filing
- Payroll
- Inside Sales
- Translation
- Copywriting
Accomplishments
In my field of work.I have accomplished a certificate of tax preparation. Got 2 credits for accounting.
Certification
Driver's license
Additional Information
Talented client relations manager, Customer interface expertise, Skilled in call center operations, Committed to maintaining data integrity, Strong problem-solving aptitude, Multi-line phone operation proficiency, Completed telephone training seminar, Call center metrics decoding aptitude, Extensive history with predictive dialers. Also fluent in bilingual (Spanish/English).
Assessments
- Inside sales, Proficient, 05/01/21, Understanding and responding appropriately in sales scenarios, and performing common sales calculations
- Sales skills, Proficient, 04/01/21, Influencing and negotiating with customers
- Work style: Professionalism, Proficient, 05/01/21, Tendency to be accountable, professional, open to feedback, and act with integrity at work
- Basic bookkeeping, Proficient, 05/01/21, Calculating and determining the accuracy of financial data
- Customer focus & orientation, Proficient, 04/01/21, Responding to customer situations with sensitivity
- Customer service, Proficient, 04/01/21, Identifying and resolving common customer issues
Personal Information
Title: BILINGUAL COLLECTION MANAGER
Languages
English
Professional Working
Spanish
Professional Working
Timeline
Work order Review Specialist/ Escalation Team
Insight Global
01.2022 - Current
Supervisor
Axion Health care llc
07.2021 - 10.2021
Customer Service Representative
QuestPro
07.2020 - 05.2021
Customer Service Representative
Atmos Energy
08.2015 - 07.2020
BILINGUAL COLLECTION MANAGER
GET IT NOW
03.2013 - 06.2014
BILINGUAL COLLECTIONS Supervisor
Wells Fargo Mortgage
06.2009 - 03.2013
Office Manager
H&R Block
01.2003 - 05.2009
Data Processor
Heads & Threads
11.1998 - 05.2008
Customer service
Golden Walnut
06.1996 - 11.1998
High School Diploma - undefined
University High School