Serena Jones
Brooklyn,NY
Summary
Exceptional knowledge of computers and relevant software applications. Well versed in managing multiple phone line systems and multiple incoming calls. Committed to providing excellent customer service to clients and co-workers. Update patient information to ensure prompt collections. Motivated, reliable and results-oriented individual with 10 yrs experience,Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
15
15
years of professional experience
Work History
Counselor
P.S 10 Magnet School of Math, Science and Design Technology
04.2022 - Current
- Speaking one on one with students, on behavioral issues, grades & activities
- Supporting students academic,careers & social emotional developments
- Answer incoming calls, organize student’s activities
- Assist teacher with various classroom activities
- Assist with recording student grades and daily attendance
- Guided students in developing skills and strategies for dealing with problems.
- Assisted students in setting realistic goals, developing action plans, and monitoring progress towards achievement.
Associate Teacher
Bright Horizon Weil Cornell Family Solutions
01.2016 - 04.2022
- Curriculum
- Plan and lead educational activities
- Assist with students’ homework
- Assist with various office and classroom duties
- Promoted a positive classroom environment by fostering respectful, open communication between students and staff.
- Helped lead teacher set up and manage classroom and outdoor activities.
- Developed students'' critical thinking skills by incorporating problem-solving activities in the curriculum.
Customer Service Representative
RY Management
09.2012 - 06.2015
- Resolve tenants complaints promptly and effectively
- Provide support with maintenance issues
- Maintain orders to ensure efficiency and effectiveness within the office
- Receive, direct and relay telephone messages
- Maintain adequate inventory of office supplies
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved tenants complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both tenant and the company
- Enhanced tenant satisfaction by promptly addressing concerns and providing accurate information.
Call Center Representative /Pediatrics
St. Luke’s Roosevelt Hosp
02.2010 - 02.2012
- Providing support and responding to patient inquiries
- Providing Information & problem solving
- Answering inbound and outbound calls
- Maintain and organize file system, process and maintain file records for storage
- Collect co-pays, completing other miscellaneous clerical duties as assigned
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring patient satisfaction at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to patients while maintaining quality interactions.
- Established trust with patients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with patients through empathetic listening skills, creating positive experiences even during difficult conversations.
Education
Nursing
Mandl College of Allied Health
New York, NY05.2012
Diploma - Forensic Science
Independence High School
01.2011
Skills
- Skilled in intake interviewing
- Counseling
- HIPAA
- Mental health support
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Payment processing
- Professional telephone demeanor
- Call center operations
- Scheduling
- Follow-up skills
- Appointment scheduling
- Team development
- Administrative support
- Building rapport
- Clerical support
- Filing
- Multi-line phone talent
- Assertiveness
- Recordkeeping strengths
Music, shopping, travel,Reading & researching
I’m very laid back I love music,shopping, traveling reading and researching
Timeline
Counselor
P.S 10 Magnet School of Math, Science and Design Technology
04.2022 - Current
Associate Teacher
Bright Horizon Weil Cornell Family Solutions
01.2016 - 04.2022
Customer Service Representative
RY Management
09.2012 - 06.2015
Call Center Representative /Pediatrics
St. Luke’s Roosevelt Hosp
02.2010 - 02.2012
Nursing
Mandl College of Allied Health
Diploma - Forensic Science
Independence High School
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