Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nancy Juarez

Rogers,AR

Summary

Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

10
10
years of professional experience

Work History

Bilingual Senior Client Support Manager

Goodleap
Bentonville, AR
09.2024 - Current
  • Maintained up-to-date knowledge of company products and services in order to effectively answer questions from customers.
  • Conducted regular meetings with client representatives in order to discuss current challenges faced by their organization.
  • Created detailed documentation of customer issues and resolutions for future reference.
  • Provided guidance and mentorship to members of the client support team.
  • Managed escalated customer cases by providing solutions that met or exceeded expectations.
  • Resolved customer inquiries in a timely manner, while maintaining high levels of customer satisfaction.
  • Established relationships with key contacts at client companies in order to address their needs quickly and efficiently.
  • Identified trends in customer complaints and reported them to management team.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems
  • Ensured compliance with applicable laws, regulations, and industry standards relating to consumer protection.

Bilingual Client Support Manager

Goodleap, LLC
Bentonville, AR
09.2023 - 09.2024
  • Provided technical support to customers via phone, email and text messages
  • Meet daily metrics set by company to effectively manage customer complaints.
  • Created detailed documentation of customer issues and resolutions for future reference.
  • Extensive knowledge in deescalating customers
  • Maintained up-to-date knowledge of company products and services in order to effectively answer questions from customers.
  • Further Developed my time management skills
  • Established relationships with key contacts at client companies in order to address their needs quickly and efficiently.
  • Managed escalated customer cases by providing solutions that met or exceeded expectations.
  • Performed quality assurance checks on all customer interactions prior to closure.
  • Conducted regular meetings with client representatives in order to discuss current challenges faced by their organization.
  • Ensured compliance with applicable laws, regulations, and industry standards relating to consumer protection.

Collections Specialist

Transplace, Tx/uber freight
Rogers, AR
07.2022 - 09.2023
  • Collected over $50 million in past due amount.
  • Notified customers of delinquent accounts with attempt to collect outstanding amounts.
  • Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
  • Developed collection methods to achieve or exceed company financial goals.
  • Recorded information about customers' financial status and collections status efforts.
  • Liaised with management and other departments to identify issues attributing to account delinquency and/or errors.
  • High level visibility role.
  • Developed a schedule to prioritize accounts based on level of delinquency.
  • Self starter and able to work with little to no supervision.

Office Assistant

Deeter Construction Inc.
Lowell, AR
03.2021 - 06.2022
  • Invoiced new and existing customers using QuickBooks
  • Manage 15+ projects at a time
  • Assisted our Finance Manager with determining our Accounts receivable and accounts Payable.
  • Create new contracts for customers and keep track of any legal paperwork
  • Follow up with existing customers on satisfaction about work performed.
  • Manage various applications to city offices and stay up to date with new requirements
  • Created spreadsheets using Microsoft Excel to track expenses and other financial data related to the projects budget.
  • Maintained an organized filing system of paper documents and electronic files.
  • Provided administrative support to staff members, including copying and scanning documents, filing paperwork, and ordering supplies.
  • Organized office operations and procedures, such as managing calendars, scheduling appointments, preparing reports and maintaining records.
  • Answered 15+ phone calls day and welcomed visitors to office with exceptional customer service.

Capacity Procurment Representative

J.B. Hunt Transport
Lowell, AR
06.2018 - 02.2021
  • Build my pocketbook of business by developing and maintaining relationships with carriers and customers and learning about their needs
  • Achieved team goal of 15% margin on loads
  • Brought in over $4 million of revenue in a little less than a year and had a 17% margin per load
  • Negotiated with carriers and customer to get the best price on every shipment
  • Multitasked daily by tracking shipment for multiple customers, sourcing capacity, and covering loads on our boards
  • Learned how to problem solve efficiently and quickly when problems arose on a shipment
  • Responsible for approving spot request, obtaining rate agreements, coordinating pickup and delivery appointments Great phone skills (answered about 65+ phone calls per day on average) Great written skills (various emails a day to customers and related) Awarded the A.C.T award in October 2018 and March 2019 for outstanding teamwork
  • Managed our team email with over 350+ emails per day and delegated emails to corresponding parties
  • Constant communication within our team chat to work more efficiently and help hold people accountable Implemented How-to-guides for new hires on our various systems and trained them as well Very adaptive to company changes and work changes
  • Able to work from home Great in team work as well as individual work

Customer Service/Co-backroom Supervisor

TjMaxx
Russellville, AR
10.2014 - 05.2018
  • Collaborated with Store Manager and other department supervisors regarding special projects.
  • Coordinated with vendors regarding delivery schedules.
  • Monitored inventory levels to ensure adequate supply for store needs.
  • Provided customers with excellent customer service
  • Maintained a record of employees metrics to meet standards
  • Delegated tasks
  • Coordinated with other supervisors and store managers to make sure we had adequate staffing based on volume
  • Adapted based on store needs and holidays needs
  • Maintained a safe work environment for employees

Education

Economics and Finance - MAJOR

Arkansas Tech University

Spanish Minor -

Arkansas Tech University

Skills

  • Highly Detail oriented
  • Proficient in Microsoft PowerPoint, Excel, Word
  • QuickBooks
  • Relationship Building
  • Business Correspondence Writing
  • Leadership
  • Account Reconciliation
  • Time Management
  • New Hire Training
  • Billing Practices
  • Customer Service
  • File and Data Retrieval Systems
  • Payroll and Budgeting
  • Contract Administration
  • Financial/ Budgeting Tracking
  • Organizational Skills
  • Scheduling and Calendar Management
  • Accounts Payable and Receivable
  • Problem-Solving
  • Deescalation
  • Revenue Generation
  • Retention Strategies
  • Multi-tasking
  • Transportation and Logistics Industry Expertise
  • Analytical Skills

Timeline

Bilingual Senior Client Support Manager

Goodleap
09.2024 - Current

Bilingual Client Support Manager

Goodleap, LLC
09.2023 - 09.2024

Collections Specialist

Transplace, Tx/uber freight
07.2022 - 09.2023

Office Assistant

Deeter Construction Inc.
03.2021 - 06.2022

Capacity Procurment Representative

J.B. Hunt Transport
06.2018 - 02.2021

Customer Service/Co-backroom Supervisor

TjMaxx
10.2014 - 05.2018

Economics and Finance - MAJOR

Arkansas Tech University

Spanish Minor -

Arkansas Tech University

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Nancy Juarez