Jessica Solano
Phoenix
Summary
Customer Service Specialist with 10 years of experience in credit, retail, healthcare, and technical support. Demonstrated excellence in remote roles, effectively managing inbound calls and resolving complex issues. Seeking a Customer Service Remote position, leveraging proven skills in de-escalation, technical troubleshooting, and ensuring customer satisfaction. Full authorization to work in the US for any employer. Service-oriented Customer Support Representative with over 9 years of experience in contact center operations. Adept at communicating with customers via phone, email, online chat, and social media to address concerns. Proficient in Word, Excel, and web-based applications. Consistently delivers exceptional communication with meticulous attention to detail. Known for multitasking and critical thinking abilities, consistently problem-solving to produce highly satisfied customers.
Overview
10
10
years of professional experience
Work History
Chat Support Representative
OnTrac
10.2024 - Current
- Evaluated customer feedback to identify areas of improvement for the company's services.
- Processed returns and refunds according to company policies
- Resolved customer complaints in a timely manner while maintaining a positive attitude.
- Documented all customer interactions and inquiries in the ticketing system accurately and completely.
Central Scheduling Specialist
Aspen Dental
10.2024 - 03.2025
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Performed bookkeeping duties, preparing and sending financial statements or bills.
- Interviewed patients to complete case histories and intake forms.
- Assisted patients with canceling and scheduled appointments and cancelled or rescheduling appointments.
- Facilitated emergency appointment requests, prioritizing patient care needs.
- Provided assistance with the registration process for new patients, including insurance verification.
- Updated patient information in databases and adhered to confidentiality requirements.
Customer Service Tech Support
McGraw Hill
04.2024 - 07.2024
- Seasonal Rep for back to school teachers would call in to set up there online courses mathematics, science, etc they would call in and i would assists with password reset adding new courses students would also call in to get there semester set up etc
- Collaborated with team members to develop effective strategies for handling challenging customer interactions.
- Developed comprehensive understanding of company policies and procedures to effectively assist customers with diverse requests.
CSR
Adecco-Phoenix, AZ
12.2023 - 03.2024
- Managed inbound customer inquiries regarding benefits applications, providing guidance on necessary documentation for approval or denial processes.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
Pre Enrollment Specialist
WTW-Tempe, AZ
07.2023 - 11.2023
- Conducted outbound and inbound calls, assisting clients with annual health insurance enrollment procedures and addressing their queries to facilitate a seamless selection process.
- Understood and thoroughly explained services provided to customers and potential customers.
- Communicated effectively via telephone, email, and in person with prospective customers.
- Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
- Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
- Updated, entered, and reviewed customer data.
Home Based Credit Specialist
Target-Tempe, AZ
06.2022 - 03.2023
- Resolved customer inquiries regarding credit services, ensuring timely and accurate assistance with payments and account questions
- Adhered to regulatory guidelines during inbound call management, maintaining full compliance with legal standards
- Fostered positive customer relationships, effectively de-escalating challenging situations and reinforcing client satisfaction.
- Optimized credit approval and collection processes, improving operational efficiencies by over 85 %.
Credit Specialist
iQor-Phoenix, AZ
08.2021 - 02.2022
- Conducted thorough reviews and approvals of credit applications, ensuring compliance with financial documentation standards
- Analyzed key financial documents, including tax returns and pay stubs, to assess loan application validity
- Maintained high accuracy in credit evaluations within a fast-paced, high-volume setting.
- Optimized credit approval and collection processes, improving operational efficiencies by over 85%.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
Retail Sales Associate
Victoria's Secret-Tucson, AZ
09.2021 - 01.2022
- Delivered high-quality customer service, addressing shopper inquiries and efficiently processing transactions
- Supported inventory control by assisting with stock maintenance and replenishment tasks.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Collaborated with team members to meet and exceed monthly sales targets consistently.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
Healthcare Call Center Representative
Alorica/Express Scripts-Tucson, AZ
03.2020 - 02.2021
- Coordinated prescription refills with healthcare providers to streamline medication management for senior clients
- Clarified insurance coverage and benefits for clients, ensuring transparent communication of information
- Maintained client satisfaction by efficiently handling a high volume of inbound calls and providing exceptional customer service.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Responded to customer calls and emails to answer questions about products and services.
Technical Support Representative
CustomerContactChannels-Tucson, AZ
12.2017 - 11.2019
- Resolved a high volume of technical issues pertaining to internet connectivity through diligent inbound call management
- Diagnosed and troubleshooted a range of technical problems using diverse systems, achieving high levels of customer satisfaction
- Expertly navigated customer concerns with strategic communication, effectively de-escalating potential conflicts.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Collections Specialist
Citibank Financial-Tucson, AZ
02.2018 - 11.2018
- Successfully resolved delinquent accounts by negotiating payment arrangements that aligned with client financial capabilities, emphasizing customer service retention
- Managed and customized collection approaches for diverse credit card portfolios, adapting strategies to reflect individual debtor circumstances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Customer Service Representative
Coworx Staffing-Tucson, AZ
02.2015 - 01.2018
- Addressed inbound customer inquiries, delivering resolutions for billing and service-related questions with a focus on customer satisfaction
- Offered technical support for television services and efficiently activated mobile SIM cards, enhancing user experience
- Confirmed and updated shipping information for customer devices, maintaining accuracy in order fulfillment.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
GED - General Educational Development
Primavera Online School
Tucson, AZ12.2017
Skills
- Excel (5 Years)
- Insurance verification
- Remote 6 years
- Customer service for ten years
- Retail (2 Years)
- Bilingual
- Tech Support (2 Year)
- Call center 11 years
- Troubleshooting
- PowerPoint (4 Years)
- Complaint Handling
- Upselling abilities
- Empathy Display
- Patient scheduling
- Patient registration
- HIPAA compliance
- Medical office procedures
Languages
English
Native/ Bilingual
Timeline
Chat Support Representative
OnTrac
10.2024 - Current
Central Scheduling Specialist
Aspen Dental
10.2024 - 03.2025
Customer Service Tech Support
McGraw Hill
04.2024 - 07.2024
CSR
Adecco-Phoenix, AZ
12.2023 - 03.2024
Pre Enrollment Specialist
WTW-Tempe, AZ
07.2023 - 11.2023
Home Based Credit Specialist
Target-Tempe, AZ
06.2022 - 03.2023
Retail Sales Associate
Victoria's Secret-Tucson, AZ
09.2021 - 01.2022
Credit Specialist
iQor-Phoenix, AZ
08.2021 - 02.2022
Healthcare Call Center Representative
Alorica/Express Scripts-Tucson, AZ
03.2020 - 02.2021
Collections Specialist
Citibank Financial-Tucson, AZ
02.2018 - 11.2018
Technical Support Representative
CustomerContactChannels-Tucson, AZ
12.2017 - 11.2019
Customer Service Representative
Coworx Staffing-Tucson, AZ
02.2015 - 01.2018
GED - General Educational Development
Primavera Online School
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