Customer Service Quality Assurance

Jenna L. Gonzalez

Cell: 210-***-****

Email: *************@*****.***

SKILLS & QUAILIFICATIONS:

-PC & Mac proficient in Microsoft Word, Excel, Outlook, Power Point, Photoshop, InDesign,

Fireworks, Dreamweaver, Illustrator, Pro Tools, GoldWave, Soundtrack Pro, Garage Band, iMovie,

Final Cut Pro, Firefox, Safari, Internet Explorer, Word Press, and Social Networking

-Ability to prioritize, juggle multiple projects, and stay focused from project initiation to

completion

-Strong leadership

-Strong problem-solving skills, resourceful

-Ability to work quickly, accurately, and with attention in detail

-Ability to communicate effectively, both orally and in writing

-Process a thorough understanding and sensitive nature towards diverse cultures

-Bilingual: able to speak, read, and write in Spanish

EDUCATION:

Masters of Administration, concentration: Healthcare

University of the Incarnate Word-The Universe Online, San Antonio, Texas

Grade Point Average: Pending, First semester with six credit hours.

Relevant Course: Quality Assurance in Healthcare Administration, Essentials of Healthcare Marketing

Graduation Date: December 2013

Bachelor of Communication Arts

University of the Incarnate Word, San Antonio, Texas

Grade Point Average: 3.07 cumulative, 3.23 in major

Graduation Date: May 2011

CERTIFICATIONS:

Property and Casualty Insurance License, September 2011

Aveta Business Solutions Institute, February 2012

Six Sigma Certification, White Belt

American Heart Association

Basic Life Support (BLS), Healthcare Providers, March 2012 – March 2014

INTERNSHIPS:

Editor

Sister of Charity Documentary

University of the Incarnate Word, May 2011- Present

-Participated in the development of five specific themes for the documentary.

-Created a story line for each theme from different interviews.

-Edited the interviews for the documentary using Final Cut Pro.

-Collected archive photos for documentary.

-Edited photos for documentary using Photoshop.

-Assisted in gathering b-roll material for documentary.

Reporter

Newstalk 550 KTSA

Border Media, September 2010 – December 2010

-Professional office and phone etiquette in dealing with local community members for interviews.

-Assisted in updating and maintaining accurate online website database system.

-Flexible and willing to adapt to changing circumstances in order to support the anchors and other

reporters.

-Responsible for timely completion of all news reports to include accuracy and thoroughness.

-Required to operate audio equipment: sound mixer, microphone, Marantz, computer, and audio

editing software.

Reporter/ Assistant Floor Manager

KVCH Kerrville 15, August 2007 – May 2008

-Required to operate cameras, microphones, and audio equipment.

-Communicated with local business representatives, including Kerrville Police Department for

newsworthy stories.

-Expected to adapted to fast-passed environment and perform at the best of my ability

EMPLOYMENT:

Direct Sale Insurance Agent

Nationwide Sales Solutions

Standard/Specialty Auto Insurance, September 2011 – Present

-Interview prospective clients to collect information about their financial resources and needs, the

physical of the clients’ property to be insured, and to discuss any existing coverage.

-Elevate client relations by establishing credibility, discerning need and provide appropriate

coverage recommendations.

-Consistently meeting and exceeding quote/bind ratios.

-Perform administrative task, such as maintain records and handling renewal policies.

-Created excel data template organizing monthly policies and direct premium written.

-Responsible for confirming correct guidelines for the insured and company’s best interest within

Nationwide’s system.

-Ability to memorize the procedures and requirements for all calls.

-Maintaining high levels of customer satisfaction at all times.

Communication Consultant II/Mentor

Pocket Communications

Telecommunications, September 2007 – September 2010

-Responsible for properly training incoming Communication Consultants in job function.

-Created numerous checklists and training aids, increasing levels of retention.

-Designed and implemented alternative training programs to fit individual and specialized needs

of new employees.

-Maintained customer relationships and resolved customer complaints.

-Offered Assistant Management Position, but declined position because getting post-level

education was priority.

-Assisted in trouble shooting cellular phones, and uploading correct software to fix problem in a

timely fashion.

-Received Top Sales Award in San Antonio District in December 2007 (ranked # 3), May 2010

(ranked #10).

Assistant Director of Children Ministries

Salvation Army Corps, June 2006 – September 2007

-Designed and created after school and summer activities.

-Promoted with in 3 months.

-Ensured accurate upkeep of in-office job databases.

-Responsible for greeting all parents and students with questions regarding all aspects of the after

school and summer program.

-Assisted in event planning, execution, and budgeting.

-Required to perform problem solving in fast-paced environment including conflict resolution

-Maintained healthy relationship with staff, children, and parents.

-Ensured safety of all children by strictly enforcing all on campus rules and guidelines.

Cashier

H-E-B

Grocery Department Store, August 2005 – June 2006

-Responsible to keep an accurate overall deposit.

-Ensured all consumers received satisfactory customer service.

-Required to do all assignments in a timely manner.

Sales Associate

The Dove’s Nest

Christian Book Store, May 2003 – August 2005

-Responsible to ensure a positive attitude and answer all customer questions.

-Imprinted and Personalized customers bibles and books.

-Required to special order books, music, bibles, and gifts upon customer’s request.

-Assisted in store design during holiday and seasonal events.

AWARDS:

Dean’s List, University of the Incarnate Word, Fall 2008, Spring 2011

University of the Incarnate Word Academic Scholarship

Community Service:

University of the Incarnate Word’s Golden Harvest, UIW Light the Way, BFCS Holiday Committee

Contact this candidate