Joel Reyna
Dallas,TX
Summary
Professional with strong experience in observation and reporting, prepared for this role. Skilled in maintaining safety, enforcing policies, and identifying issues. Strong focus on team collaboration and achieving results. Reliable with ability to adapt to changing needs, ensuring effective communication and problem-solving.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Monitor Compliance Specialist
Everon
04.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided exceptional customer service to callers in crisis, displaying empathy while obtaining necessary information for emergency response teams.
Quality Assurance (QA), Team Lead, and SR. Trainer
247.ai
12.2019 - 01.2024
- Created a culture of continuous improvement within the QA team through regular training sessions and knowledge sharing activities.
- Conducted root cause analysis for recurring issues, leading to long-term solutions and improved reliability.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Delivered ongoing refresher courses to maintain employee proficiency in product knowledge and customer service skills.
- Coordinated cross-functional training programs, streamlining knowledge transfer between departments.
Cashier
HomeGoods
11.2017 - 01.2019
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Counted money in drawers at beginning and end of each shift.
- Managed returns and exchanges with efficiency, minimizing any inconvenience to customers while adhering to company policies.
Education
High School - Information Technology, Speech/ Communication, Intermediate Band, Tenor/ Bass Choir
EMMETT J. CONRAD HIGH SCHOOL
Dallas, TX05.2018
Skills
- Bilingual (Spanish and English)
- Discipline
- Incident reporting
- Behavior management
- Call center customer service
- Empathy and patience
- Expert in adobe photoshop
- Design software: sketch, invision, photoshop
Accomplishments
- Supervised team of 300+ staff members.
Certification
- Adobe Photoshop CS6
- Meta Certified Digital Marketing Associate
- Microsoft 365 Fundamentals Specialization
- Adobe CS6 DreamWeaver
- NAF TRACK
Awards
- Led a cross-functional project team focused on driving key metrics for customer service agents.
- Developed and implemented targeted training programs and performance incentives resulting in a 15% improvement in customer satisfaction scores and a 10% reduction in call handling times.
- Successfully managed stakeholder expectations and communicated progress updates to senior management throughout the project lifecycle.
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Monitor Compliance Specialist
Everon
04.2024 - Current
Quality Assurance (QA), Team Lead, and SR. Trainer
247.ai
12.2019 - 01.2024
Cashier
HomeGoods
11.2017 - 01.2019
High School - Information Technology, Speech/ Communication, Intermediate Band, Tenor/ Bass Choir
EMMETT J. CONRAD HIGH SCHOOL