Judith Gimenez

• Works with Client Manger to ensure the customer care deliverables are meet.
• Collaborates with the Client Manager and the operations team to resolve requests that are related to a project or an escalated employee issue.
• Performs root cause analysis on escalations, cases, and repeat callers.
• Run reports and analyze data to report back to the operations team or client.
• Track any current trends among the team with the Client Manager.
• Facilitate training for customer service team.
• Interacts with team members across departments to research and resolve customer issues.
• Conducts case management activities and services with multidisciplinary team.

• Delivered HWE training material during Annual Enrollment 2023.
• Troubleshooting and escalating technology issues as needed.
• Tracked and reported learner assessments scores to ensure completion and understanding of materials provided.
• Assessed learners progress and notified colleges of learning gap and what additional support is needed to help the learner become successful.
• Worked closely with the Client Team to review CSR performance and escalations.
• Encouraged students to think critically and develop problem-solving skills.
• Led group discussions and activities to stimulate student learning.
• Encouraged student participation and provided feedback to improve student performance.
• Utilized various technology tools and platforms to enhance student learning.

• Resolved escalated customer service inquiries and complaints to maintain satisfaction.
• Built positive rapport and relationships for high levels of customer satisfaction.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Worked with CCCS and CM to help ensure the customer's request were fulfilled.

• Effectively managed a high-volume of inbound and outbound customer calls with minimal wait times.
• Utilized Spanish language proficiency to build relationships with Spanish-speaking customers.
• Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
• Communicated with management when customer issues escalated and worked to find resolutions.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Consistently met customer call guidelines for service levels, handle time and productivity.

Sub contractor for the Internal Revenue Service- Economic impact payment information center for EIP1, EIP2 and EIP3. Currently Advanced Child credit.

Bilingual CSR for the IRS Economic Impact Payment Information Center

• Fielded Callers questions and concerns about Economic Impact payments; Payment traces, Forms and how to navigate the IRS website.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Used company Job aids to evaluate callers question and/or problems to find appropriate solutions.

• Part time digital marketing associate. Ship from store.
• Worked varied hours, days, nights and weekends as business needs dictate.
• Tracked stock using company inventory management software.
• Completed orders and organized product deliveries to meet customer timetables.

• Co Founded Lien Leverage LLC
• Presented the opportunity of exporting services from Puerto Rico to the United States
• Focused on developing relationship with New Clients. Made 20 to 30 cold calls per day reaching out to more then 3000 old and new clients
• Performed initial client assessment and analysis to begin research process
• Processed all New Jersey Liens. Abandoned on Private property, Repair facility and Towing company
• Obtained documents, clearances, certificates and approvals from local, state and federal agencies

• Developed new process to serve clients in New Jersey.
• Performed initial client assessment and analysis to begin research process.
• Processed all New Jersey Liens. Abandoned on Private property, Repair facility and Towing company.
• Implemented marketing strategies which resulted in significant growth of customer base.
• Obtained documents, clearances, certificates and approvals from local, state and federal agencies.

• AMADEUS Reservation, Pricing and Ticketing.

• Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
• Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
• Updated and maintained customer databases to increase customer retention.
• Conducted market research to investigate potential new travel destinations.
• Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.

• AMADEUS Reservation and pricing. Ticketing preformed by Tour operator.
• Arranged travel accommodations for groups, couples, executives and special needs clients.
• Developed a loyal clientele base due to excellent listening and research skills and a keen understanding of travel budgets.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
• Responded to clients' questions, issues, and complaints in a timely manner and found appropriate solutions when needed.
• Visa processing, security issues and protocols.

• Receptionist: Answered incoming calls, directed calls to appropriate associates, mail distribution, flow of correspondence, requisition of supplies as well as additional clerical duties.
• Greeted customers and visitors in-person and via telephone calls.
• Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
• Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
• Aggregated and prepared documentation and reports for office meetings, distribution, and filing.
• Wrote professional memorandum, letters and marketing copy.

• Worked as a translator and interpreter for oncological seminars and individual clients such as World wildlife fund.
• Created boardroom and multimedia presentations including video and text depositions for enhanced understanding.
• Successfully improved student participation in the classroom through integration of creative role-playing exercises.
• Developed program to work with students and increase interest in higher learning.