Joselyn Jurado
3535 Fred Wilson Ave Apt 2,TX
Summary
Passionate about promoting lasting client satisfaction by delivering quality service and support. Possess deep understanding of customer service best practices and related options. Strong leader and encouraging manager, excelling in analytical problem-solving and team building, leading, and motivating. Excellent customer relations aptitude and relationship-building skills contribute to ability to positively impact company success through independent decision-making and sound judgment. Dedicated to enhancing employee engagement and boosting performance, applying training, monitoring, and morale-building abilities to create a high-performing team.
Overview
7
7
years of professional experience
Work History
Federal Customer Service Representative
Maximus Federal
2023.11 - 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing the most accurate information.
- Developed strong medical verbage knowledge to provide informed recommendations based on individual clientele needs.
- Being proactive promptly to increase customer satisfaction and business standard operating procedures.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues are met.
- Assisted customers in navigating website improving overall user experience.
- Observe discussion with team members to develop best practices for consistent customer service delivery.
- Utilized customer service software to manage interactions and track personal growth and overall customer satisfaction.
- Been given constructive feedback through coaching and mentoring to contribute to the successful integration into the current team.
- Exceeded performance metrics consistently, earning certain recognition as a top performer within the team.
- Tracked customer service inquiries during the call and updated new information to help finding a faster resolution.
- Improved communication between departments by facilitating interdepartmental and individual meetings that focused on problem-solving strategies for common issues affecting customers'' experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
Customer Service Representative
Rent To Own Services
2022.12 - Current
- Work with clients who want to buy a home but don’t have a high enough credit score and need credit repair. Non cold calling organization, all return phone calls are requested by the client , we assist with pre-qualify the client and then transfer the client to one of our credit repair partners.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly no hold times given for this business.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Trainer/Manager on Duty
GC Services
2018.04 - 2019.08
- Inbound call center for third party vendor for Fedex provided assistance with tracking packages data entry for personal and confidential and escalated cases.
- Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
- Trained employees in essential job functions through auditory tactile and visual based on class request to insure productivity.
- Initiated plans to improve customer relations, quality standards and service efficiency.
- Handled employee-related issues to improve performance, maintain attrition, professional conduct and attendance reliability.
- Was given an opportunity to open a new GC business in Jacksonville Florida.
Trainer/Server
Famous Daves BBQ
2017.05 - 2018.04
- Trained new team members on restaurant procedures, menu items and performance strategies.
- Taught servers to memorize menu ingredients and provide information on preparation methods in a fun and encouraging way.
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
- Provided continuous evaluation and feedback to server employees and followed up with management of growth and areas of opportunity.
- Opened Store on 12704 Montana Ave #1/2, El Paso, TX 79938 and Dave Anderson did a showing on the day of opening, Founder of Famous Daves.
Education
Associates of Arts, In Progress
El Paso Community College
El Paso, TXHigh School Diploma -
Montwood High School
El Paso, TX08.2008
Skills
Timeline
Federal Customer Service Representative
Maximus Federal
2023.11 - Current
Customer Service Representative
Rent To Own Services
2022.12 - Current
Trainer/Manager on Duty
GC Services
2018.04 - 2019.08
Trainer/Server
Famous Daves BBQ
2017.05 - 2018.04
Associates of Arts, In Progress
El Paso Community College
High School Diploma -
Montwood High School
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