Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

JOVANNA JAMES

Sunrise

Summary


Professional bilingual customer service specialist with deep expertise in managing customer inquiries and resolving issues efficiently. Strong focus on teamwork and delivering results, adapting seamlessly to changing needs. Skilled in communication, problem-solving, and maintaining high standards of customer satisfaction. Dependable and flexible, ensuring smooth operations and positive customer experiences.

Overview

12
12
years of professional experience

Work History

Receptionist Administrator

Custom Fit Prolabs
01.2025 - Current
  • Answered incoming calls, directing clients to individuals addressing specific needs.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Handled complaints and questions, and re-directed calls to other team members.

Retention Specialist

Greenwise Debt Management
11.2023 - 08.2024
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.

Customer Service Manager / Senior Negotiator

Helbing Law Group
01.2018 - 10.2023
  • Working with Debtmanagement I build and establish a courteous relationship with clients to facilitate and improve customer loyalty and satisfaction.
  • Oversee the designation and allocation of work tasks to customer service teams.
  • Oversee the customer service representatives as well as their training to ensure a highly performing workforce.
  • Negotiations work with a variety of credit card companies and was responsible for obtaining settlement between the collector and the debtor. Samples for this job focus on duties like handling strategic accounts, mentoring contracting personnel, liaising between parties, drafting documents, and conducting research.
  • Trained and mentored 20+ new and existing account specialist and interns on solutions selling strategies, customer relationship management, and advanced data knowledge.

Assistant Manager

LKQ Pick Your Part
11.2016 - 09.2018
  • Updates Company Website
  • Scheduling for staff shifts
  • Supervising Employees
  • Performa Bank Reconciliations, Financial Statements, and Monthly Financial Expenses
  • Light IT work
  • Attends to customers’ needs with a smile.
  • Handles difficult customers.

Office Manager / CSR Cashier

KHN Auto Shop
05.2013 - 04.2015
  • Ordered auto parts.
  • Scheduled service appointments
  • Assisted customers.
  • Accepted cash and credit card payments
  • Answered calls
  • Maintained office supplies.

Education

Diploma -

J.P. Taravella High School
06.1994

Skills

  • Knowledgeable understanding of technology and Microsoft programs
  • Able to key 55WPMs and ten keystrokes
  • Obtains Data entry skills
  • Bilingual, speaks fluent English and Spanish
  • Smart, confident, excellent listener, respectful, excellent communication skills (on and off the phone)
  • File organization
  • Multi-line phone operation
  • Experience with Debt Manager Database
  • Team leadership
  • Decision-making
  • Time management

Languages

Spanish
Full Professional

Timeline

Receptionist Administrator

Custom Fit Prolabs
01.2025 - Current

Retention Specialist

Greenwise Debt Management
11.2023 - 08.2024

Customer Service Manager / Senior Negotiator

Helbing Law Group
01.2018 - 10.2023

Assistant Manager

LKQ Pick Your Part
11.2016 - 09.2018

Office Manager / CSR Cashier

KHN Auto Shop
05.2013 - 04.2015

Diploma -

J.P. Taravella High School

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