Juanita Gomez
San Antonio,TX
Summary
Flexible Escalation Manager who works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Thorough Quality Assurance experience, Excellent resource management and allocation skills. Outstanding communication, organizational and analytical skills.
Overview
10
10
years of professional experience
Work History
Quality Specialist
JPMorgan Chase
San Antonio, TX
10.2023 - Current
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
- Transmitted documents, organized revisions and tracked changes.
- Reviewed document management protocols and user activities against internal records policies and document management standards.
Escalations Manager
JPMorgan Chase
San Antonio, TX
07.2021 - 09.2023
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Learned and followed customer service policies and procedures to meet organizational and industry standards.
- Provided feedback on product or service improvements to better meet customer needs and expectations.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
- Supported productivity increase and business growth through new hire training and mentoring
Cashier/Return Specialist
H-E-B Grocery
San Antonio, TX
08.2014 - 11.2021
- Unloaded, inspected and stored damaged and returned products.
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with returns, refunds and resolving transaction issues.
- Streamlined checkout process for increased efficiency and reduced waiting times
Collections Specialist
Citibank
San Antonio, TX
11.2019 - 07.2021
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Researched accounts and completed due diligence to resolve collection problems.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices
Education
Bachelor Of Business - Business Management And Business Analyitics
Bellevue University
Bellevue, NE11.2024
Skills
- Timely Project Completion
- Written Communication
- Interpersonal Communication
- Flexible and Adaptable
- Microsoft Access
- Case Management Tracking
- Performance Tracking
- Critical Thinking
- Efficient and Detail-Oriented
- Project Deadlines
Timeline
Quality Specialist
JPMorgan Chase
10.2023 - Current
Escalations Manager
JPMorgan Chase
07.2021 - 09.2023
Collections Specialist
Citibank
11.2019 - 07.2021
Cashier/Return Specialist
H-E-B Grocery
08.2014 - 11.2021
Bachelor Of Business - Business Management And Business Analyitics
Bellevue University