Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

JOANN A TOLOSA

Wichita

Summary

Skilled communicator with broad base of experience in technical support and operations. Resolves problems quickly, delivering high levels of customer satisfaction. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of computer programs such as Microsoft and Excel. Bilingual and able to fully translate both English and Spanish clearly and concisely.

Overview

8
8
years of professional experience

Work History

Contractor

Intellisource
01.2021 - 07.2023
  • Coordinated with clients to understand requirements, ensuring alignment with project goals and expectations.
  • Worked with recruiting teams and human resources representatives to accomplish hiring objectives
  • Established long-term relationships with clients, resulting in increased repeat business.
  • Maintained current knowledge of industry regulations and legislation to amend policies as needed and promote compliance
  • Created and implemented forward-thinking initiatives to improve employee engagement
  • Updated training processes by reviewing existing documentation, leveraging feed back from associates, and working with legal and compliance teams.

Customer Service Representative

ADT Security Services
03.2020 - 01.2021
  • Evaluated accounts and service history to identify trends, using data to mitigate future issues.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Used company troubleshooting resolution to evaluate technical problems while leveraging personal expertise to find appropriate solutions.
  • Enhanced productivity by guaranteeing timely emergency response with no service delivery issues.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire and EMS while tracking data in real-time environments..

Technical Support

Cox Communications
12.2018 - 03.2020
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across the country
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
  • Achieved monthly sales quotas by effectively managing time, prioritizing tasks, maintaining excellent organizational skills throughout the entire process from lead generation to post-sales follow-up activities.

Reservation Specialist

CLC Lodging
06.2015 - 11.2018
  • Attended training programs to deepen professional skillset as well as assisted in training fellow TSC Agents on existing and new training programs.
  • Provided hotel consulting for major corporations including but not limited to BNSF, Schlumberger Oi, Union Pacific, American Red Cross, ETC.
  • Arranged for group hotel bookings in collaboration with sales department for natural disaster agencies and rail crew agencies.
  • Managed reservation systems to ensure accurate booking and availability for clients.
  • Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.

Education

High School Diploma -

Derby High School
Derby, KS
5.2015

No Degree - Adult Studies

Newman University
Wichita, KS

Skills

  • Client Relationship Management
  • Administrative skills
  • Recruiting and sourcing
  • Candidate screening
  • Cold calling
  • Networking
  • Adaptability
  • Time management
  • File management
  • Public speaking

Languages

Spanish
Native or Bilingual

Timeline

Contractor

Intellisource
01.2021 - 07.2023

Customer Service Representative

ADT Security Services
03.2020 - 01.2021

Technical Support

Cox Communications
12.2018 - 03.2020

Reservation Specialist

CLC Lodging
06.2015 - 11.2018

High School Diploma -

Derby High School

No Degree - Adult Studies

Newman University

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