Jovanna Reyes
Lake Wales,FL
Summary
Dynamic customer service professional with extensive experience at Trinity Health, excelling in issue resolution and customer satisfaction. Proven ability to analyze feedback and implement improvements, while maintaining high call quality. Skilled in CRM software and adept at multitasking, ensuring efficient support and fostering positive customer relationships.
Experienced with managing customer service operations to ensure high levels of satisfaction. Utilizes strong interpersonal and communication skills to address and resolve customer issues. Knowledge of administrative processes, ensuring efficiency and accuracy.
Overview
5
5
years of professional experience
Work History
Customer Service Administrator
Concord Rents
06.2023 - Current
- Provided customer support through phone and email, resolving inquiries efficiently.
- Assisted in maintaining accurate customer records within CRM systems.
- Coordinated order processing, ensuring timely fulfillment and delivery.
- Handled routine administrative tasks, enhancing team productivity and workflow.
- Manage talk time- RpH under 7 mins and wrap up time under .03 secs
- Contribute towards successful achievement of customer service KPI’s (i.e. call time, first call resolution, customer retention and customer satisfaction
- Learned company policies and procedures to provide informed assistance to customers.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Handled and address. All corporate complains in person and then send emails to VRD.
Customer Service Resolution Specialist
Trinity Health
06.2021 - 05.2023
- Resolved customer inquiries efficiently, ensuring high satisfaction and swift issue resolution.
- Assisted in developing training materials for new team members to enhance service delivery.
- Collaborated with cross-functional teams to streamline communication processes for improved customer support.
- Analyzed customer feedback to identify trends, driving initiatives for service improvement.
- Managed high call volume while maintaining exceptional service quality and professionalism.
- Provided personalized support to customers, ensuring their needs were thoroughly addressed.
- Handled high-pressure situations calmly while remaining focused on providing exceptional support to both internal colleagues and external clients.
- Utilized CRM software to manage customer accounts, track interactions, and monitor progress toward resolution goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Omni Interactions
06.2020 - 02.2021
- Provided customer support through phone and email, resolving inquiries efficiently.
- Assisted in maintaining accurate customer records within CRM systems.
- Coordinated order processing, ensuring timely fulfillment and delivery.
- Handled routine administrative tasks, enhancing team productivity and workflow.
- Manage talk time- RpH under 7 mins and wrap up time under .03 secs
- Contribute towards successful achievement of customer service KPI’s (i.e. call time, first call resolution, customer retention and customer satisfaction
- Learned company policies and procedures to provide informed assistance to customers.
- Answered incoming calls and emails from current customers and asked open-ended questions to determine needs.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries, complaints, and concerns.
- Handled and address. All corporate complains in person and then send emails to VRD.
Education
Palatka High School
Palatka, FL07.2020
Skills
- Customer service excellence
- Call center experience
- Data entry
- Customer focus
- Complaint handling
- Payment processing
- Meeting deadlines
- Issue resolution
- Customer needs assessment
- Skilled in software
- Telephone etiquette
- Data management
- Proficient in software
- Corporate policies
- CRM software
- Report generation
- Inbound call answering
- Organization and recordkeeping
- Front office administration
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking and organization
- Problem-solving abilities
- Multitasking
- Excellent communication
- Decision-making
- Customer service management
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Administrator
Concord Rents
06.2023 - Current
Customer Service Resolution Specialist
Trinity Health
06.2021 - 05.2023
Customer Service Representative
Omni Interactions
06.2020 - 02.2021
Palatka High School