Jenny Polanco De James
Ellabell
Summary
Bilingual Customer Service Representative with over 3 years of experience in resolving customer issues and processing orders in fast-paced environments. Proficient in Microsoft Word, Excel, and Outlook, with strong skills in problem-solving and technical support. Dedicated to enhancing customer satisfaction and fostering loyalty through empathetic and efficient service.
Overview
16
16
years of professional experience
Work History
Member Service Representative
Big blue swim school
06.2024 - 10.2024
- Welcomed customers warmly and professionally, enhancing client satisfaction
- Assisted members with account queries and transactions, resolving issues efficiently
- Opened new accounts for scheduling lessons, improving customer service workflow
- Working from home
Customer Service Representative
Voice Team
04.2022 - 03.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Investigated and resolved customer inquiries and complaints quickly
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Followed up with customers about resolved issues to maintain high standards of customer service
- Educated customers about billing, payment processing and support policies and procedures
- Managed timely and effective replacement of damaged or missing products
- Developed and updated databases to handle customer data
Customer Service Representative
15 Expo
01.2020 - 03.2021
- Handled customer inquiries and suggestions courteously and professionally
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
Secretary
Victorian House
02.2016 - 01.2018
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data
- Answered multi-line phone system and enthusiastically greeted callers
- Maintained daily report documents, memos and invoices
Cashier Supervisor
Dream Casino
04.2009 - 03.2015
- Built positive relationships with customers to increase repeat business
- Maintained a safe working environment, ensuring that all employees adhered to company policies and regulations at all times
- Improved customer satisfaction by efficiently handling cash transactions and addressing customer concerns
- Reduced transaction errors with thorough daily audits of cash drawers and regular monitoring of cashier performance
- Verified accuracy of daily cashier batches by checking receipts, checks, and cash
Education
High School Diploma -
Gregorio Urban Gilbert
Dominican Republic07.2008
Skills
- Customer Service
- Technical Support
- Sales
- Microsoft Word
- Excel
- Microsoft Outlook
- Real Estate
- Bilingual
- CRM
- Problem Solving
- Multi-tasking
- Understand and strive to meet or exceed metrics while providing excellent customer service
- Navigate through multiple systems
Timeline
Member Service Representative
Big blue swim school
06.2024 - 10.2024
Customer Service Representative
Voice Team
04.2022 - 03.2024
Customer Service Representative
15 Expo
01.2020 - 03.2021
Secretary
Victorian House
02.2016 - 01.2018
Cashier Supervisor
Dream Casino
04.2009 - 03.2015
High School Diploma -
Gregorio Urban Gilbert
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