Jennifer Mendoza
Naylor,GA
Summary
Accomplished customer service and operations professional with 20+ years of experience in enhancing client relations and retention. Expertise in managing high volume call center environments, leveraging technology to stream line processes and delivering empathetic support that significantly improves customer satisfaction
Overview
2027
2027
years of professional experience
Work History
State Medicaid Applications & Renewals Associate
Conduent Call Center
2026 - Current
- Assisted members with over the phone applications and renewals ensuring accurate completion of forms and adherence to state guidelines
- Demonstrated soft skills and multitasking by effectively managing dual monitors, communicated professionally and compassionately and delivering excellent customer service both written & verbally
- Programs utilized: Max/InContact/CX One Phone Agent, Microsoft Outlook Email, Microsoft Teams, Salesforce, and State admin tool for managing over the phone renewal applications
Patient Assistance Program Enrollment Specialist
Conduent Call Center
05.2025 - 03.2026
- Facilitated enrollment processes for diverse programs, ensuring compliance with regulations and policies.
- Managed customer inquiries regarding program eligibility and application procedures, enhancing client satisfaction.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Enhanced customer satisfaction with personalized enrollment assistance.
- Assisted Patients and Health Care providers by phone with enrollment, processing applications, answering questions about eligibility, order status, processing prescription refills when needed and reporting adverse events
- Programs utilized: Salesforce, Microsoft Teams, Adobe Acrobat, Microsoft Outlook email, Sims (adverse Event Software) & Xmedius (online faxing software)
Field Technology Support/ Tech Support
Conduent Call Center
06.2024 - 05.2025
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated strong verbal & written communication skills, effectively engaging with Tax Preparers and team members in a call center environment
- Remoted into workstations using Bomgar to troubleshoot & resolve computer, office equipment and tax software issues for Tax Preparers while providing real time support over the phone which also included documenting each call with the steps taken to resolve the issue
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Served as a SME (Subject Matter Expert) from Jan. 2025 to April 2025 assisting fellow agents in resolving technical issues for Tax Preparers enhancing overall support quality
- Daily Programs Utilized: Salesforce, Bomgar, Microsoft Teams & Microsoft Outlook email
Owner & Sales
Lake Park Video Games, LLC
01.2009 - 01.2023
- Owner, Customer Service & Sales including overall management of business
Owner & Sales
Thrift –N- Pawn
01.2012 - 01.2016
- Owner, Customer Service & Sales including overall management of business
- Developed comprehensive marketing strategies to enhance brand visibility and customer engagement.
- Managed inventory systems and supplier relationships to ensure optimal stock levels.
- Analyzed market trends to identify growth opportunities and adjust business strategies accordingly.
- Managed day-to-day business operations.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently by team members.
Part Owner & Operator of OTR Trucking Co.
Road Runner Logistics, Inc.
01.2006 - 01.2016
- Dispatch, Accounting, Fuel Taxes, Record Keeping of all business activities including Maintenance Records, Customer/ Broker Contracts & Bills of lading, General Clerical, Organizing and handling of any shipment discrepancies
- Built a loyal clientele base through personalized attention to client needs and consistently delivering outstanding results on every project undertaken.
- Evaluated company performance regularly against established goals and benchmarks, implementing strategic adjustments as needed to ensure long-term success and sustainability.
- Managed day-to-day business operations.
Business Owner & Sales
A to Z Equipment
01.2004 - 01.2006
- Business owner & Sales of Tools & Equipment such as Lawn Equipment, Generators, trash pumps, etc.
- Oversaw inventory management systems to maintain optimal stock levels and reduce costs.
- Established operational workflows to enhance efficiency in equipment rental processes.
- Managed financial operations, ensuring accuracy in budgeting and expense tracking.
- Implemented quality control measures to ensure compliance with safety standards across operations.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
Front Desk Reception & General Clerical
MKS Construction, Inc.
01.1998 - 01.2006
- Front Desk Reception & General Clerical duties including answering phones, filing, creating forms for automated record keeping. Customer follow-up regarding potential job leads.
- Construction Permit Administrator – skills & experience in obtaining construction permits from start to finish including coordinating with Project Managers & Officials to schedule inspections. As well as some general knowledge of how to read construction plans
- Contract Administrator & Notary – Reading legal binding contracts with subcontractors and adjusting contracts as needed.
- Construction Permitting Administrator
- Contract Administrator
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
Concession Attendant
Broward County Parks & Recreation
01.1996 - 01.1998
- Concession Attendant – including interaction & assisting patrons with purchasing activities within the park (including waterslide and beach, boat rentals, pavilion rentals for parties and company events & referring party planners when needed.
- Clerical & Customer Service
Education
High School Diploma -
Hallendale High School
Hallendale, FL06.1998
Skills
- Customer service
- Attention to detail
- Computer skills
- Application Intake
- Data Entry
- Call Center Operations
- Effective and strong written & verbal communication
- Reliable & punctual
- Multitasking including use of dual monitors
- Soft skills
- Decision-making
- Courteous and professional
- Flexible schedule
- Adaptability and flexibility
Timeline
Patient Assistance Program Enrollment Specialist
Conduent Call Center
05.2025 - 03.2026
Field Technology Support/ Tech Support
Conduent Call Center
06.2024 - 05.2025
Owner & Sales
Thrift –N- Pawn
01.2012 - 01.2016
Owner & Sales
Lake Park Video Games, LLC
01.2009 - 01.2023
Part Owner & Operator of OTR Trucking Co.
Road Runner Logistics, Inc.
01.2006 - 01.2016
Business Owner & Sales
A to Z Equipment
01.2004 - 01.2006
Front Desk Reception & General Clerical
MKS Construction, Inc.
01.1998 - 01.2006
Concession Attendant
Broward County Parks & Recreation
01.1996 - 01.1998
State Medicaid Applications & Renewals Associate
Conduent Call Center
2026 - Current
High School Diploma -
Hallendale High School