Jocabet Urena
Kissimmee,FL
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Proficient in utilizing technology platforms and software to enhance productivity. Passionate about always looking to better myself in a workspace and with family/friends.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
JetBlue Airlines
Orlando, FL
06.2022 - Current
- Promoted brand and products by deploying marketing tactics.
- Developed and maintained strong relationships with JetBlue Airways credit card holders and JetBlue Airways Mosaic customers.
- Executed promotions that increased customer acquisition.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about policies and procedures.
- Collected payment, tracked rewards and handled customer service issues for 50 or more customers per shift.
- Documented calls according to company policies for use in performance measurement and business progress tracking.
Receptionist Administrator
Obstetrics & Gynecology Associates Of Central FL
Orlando, FL
01.2021 - 02.2022
- Evaluate daily schedules to accommodate patient flow;obtain necessary charts.
- Utilize electronic health records for patient work-ups and tasks assigned.
- Schedule/reschedule appointments for both OB and GYN patients.
- Schedule in-house procedures/insertions.
- Maintain clean work space.
- Obtains necessary demographic and insurance information. Reconciles billing with kept appointments.
- Travel to more than one location to assist patients/providers.
- Establish trust and build long term relationships with expectant mothers.
- Provide clinical support to key physicians/hospitals.
- Provide billing information/payments.
- General computer knowledge/ experience working from home.
- Offered solutions to issues that were often non-standard and non-routine.
- Inbound and outbound calls.
Receptionist Administrator
Avanti Resort And Conference Center
Orlando, FL
03.2019 - 03.2020
- Perform simple bookkeeping activities, such as balancing cash accounts.
- Excellent telephone skills related to customer service or sales.
- Take and confirm reservations over phone, via email, Airbnb and in person, ensuring no reservation overlaps.
- Maintain clean work station.
- Respond to guest requests and handle guest issues.
- Maximize efforts toward productivity, and assist in implementing solutions.
- Ensuring guests are satisfied.
- Disbursed petty cash by recording entries and verifying documentation.
- Processed payments via telephone and in person with focus on accuracy and efficiency.
Sales Associate
Pacsun
Orlando, FL
02.2018 - 02.2019
- Provided excellent customer service to cultivate loyalty and satisfaction.
- Organized store merchandise by size, style and color to promote visually appealing environment.
- Assisted customers with selecting and customizing available items based on individual requirements.
- Up sold products effectively, which increased revenue.
- Monitored entrances, exits and fitting rooms for signs of theft.
Sales Associate
Bath And Body Work
Orlando, FL
05.2016 - 01.2018
- Helped customers with questions, problems and complaints in person and via telephone.
- Collaborated with teams to complete store maintenance, and stocking.
- Stocked shelves, supplies and organized displays.
- Skillfully prepared products for distribution and placement across sales floor.
- Worked collaboratively in difficult environments.
Secretary
Ufonetech
Orlando, FL
04.2015 - 12.2015
- Received and counted stock items.
- Recorded data manually.
- Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment, and dispose of damages or defective items, or return them to vendors.
- Prepare and maintain records and reports of inventories, price lists, shortages, shipments, goods used or issued.
Education
High School Diploma -
Cypress Creek High School
Orlando, FL05.2015
Skills
- Bilingual (fluent in English/Spanish)
- Multitasking abilities
- Ability to work independently and maintain positive attitude in high-pressure environments
- Excellent verbal and written communication skills
- Strong leadership and organizational skills
- Web and tech savvy
- Telephone techniques
- Conflict resolution expert
Certification
- BCAT - Board Certified Autism Technician
Hobbies & Interests
- Actively participating in weekly vocal lessons
- Community involvement
- Vintage collecting
- Making music
Timeline
Customer Support Specialist
JetBlue Airlines
06.2022 - Current
Receptionist Administrator
Obstetrics & Gynecology Associates Of Central FL
01.2021 - 02.2022
Receptionist Administrator
Avanti Resort And Conference Center
03.2019 - 03.2020
Sales Associate
Pacsun
02.2018 - 02.2019
Sales Associate
Bath And Body Work
05.2016 - 01.2018
Secretary
Ufonetech
04.2015 - 12.2015
High School Diploma -
Cypress Creek High School