Jessica Velazquez

Mas de 15 años de servicio al cliente.

Jessica Velazquez Figueroa

JESSVEL0510@AOL.com

Professional Summary

Highly motivated and dedicated Customer Service Representative with a strong human resources, front desk receptionist, healthcare recruiting and patient care background  who maintains a high level of professionalism, patience and efficiency to minimize customer dissatisfaction, increase customer loyalty and deliver strong results. Driven and reliable, with strong prioritization and time management abilities.

Highlights

●      Over 14 years of customer service experience

●      Courteous demeanor

●      Adaptable and Patient

●      Fluent in English and Spanish both written and verbal

●      Strong multitasking skills

●      Multi-channel phone operation skills

●      Active listening skills

●      Complaint/dispute resolution skills

●      Proficient in Microsoft Office(Word, Excel, Powerpoint)

Work Experience

MARCH 2024  - CURRENT

Mayaguez Resort & Casino Hotel, Mayaguez PR

Duties: In charge of overseeing front desk activities, Greeting guests. Selling passes to the pool and restaurant/bar area. Upgrading and upselling rooms to guests. Handling of all cash and credit payments over the phone and in person. De-escalating unsatisfied and upset guests. Reinforcing rules and regulations of the hotel. Assisting guests when creating reservations. Checking guests in and out in time.

NOVEMBER 2023 – MARCH 2024

Geriatric Patient Care, Añasco PR

Duties: Medication administration. In charge of setting up doctor appointments. Keeping patient mobile and active. Shopping for essentials. Keeping patient and home clean and disinfected. Amongst other tasks.

OCTOBER 2019 – JANUARY 2023

HealthTrust Workforce Solutions, Sunrise FL - Healthcare Associate Recruiter

Duties:  Screening potential candidates up until and beyond the point of hire. Meeting daily/weekly sourcing and call metrics such as 250-325 calls per week, 10 quality screens for assigned territory and 8-10 hours of talk time. Following up with nurses after hire to oversee shifts being completed and helping with any needs that may arise in the process. Remote.

OCTOBER 2018 - OCTOBER 2019

Chewy.com, Hollywood FL - Customer Service Representative

Duties:  Set up accounts for new customers. Assist new and existing customer with orders placed online and over the phone. Light Troubleshooting. De-escalating customer issues concerning accounts and orders by the customer or sales agent. Processing over the phone sales.

AUGUST 2017 - OCTOBER 2018

AT&T Call Center, Sunrise FL - Premier Support Customer Service Representative

Duties: Account Resolution agent in high volume call center setting. De-escalations. Set up payment arrangements for suspended and delinquent accounts. Light sales with a minimum daily quota. Light troubleshooting. Processing regular payments and over the phone sales.

SEPTEMBER 2010 - AUGUST 2017

Best Buy, Plantation FL - Customer Service Representative

Duties:  Greet all customers with utmost courtesy and respect. Loss prevention. Perform returns and exchanges. Troubleshooting of all electronics. Technical support. Processing credit card payments and resolving billing issues. De-escalating customer complaints/issues over the phone and/or in person. Attend to customers on the floor with intent of closing a sale. Daily quotas of accessory, credit card and technical support service attachment. Balancing of cash registers as part of closing duties. New employee training.

Education

Keiser University, Fort Lauderdale online campus - Bachelor in Criminal Justice(currently enrolled)

Miami Lakes Christian Academy, Miami Lakes - High School diploma(2004)