High-Performance Client Experience Specialist
Resume:
Jessica Ayala
*** ****** ***, *********, *****
*******.*********@*****.***
High-performance Client Experience Specialist with over 20 years of professional experience delivering exceptional customer support. Expert in telephonic support systems optimization, focused on leveraging active listening to resolve complex issues. Proven track record of advocating for product improvements while maintaining a high-touch client focus for professionals and medical clients.
WORK EXPERIENCE
MEDICAL TRANSPORTATION MANAGEMENT Houston, TX
Bilingual Customer Service Representative April 2023 – December 2025 Lead the optimization of telephonic support systems by managing high-volume inbound calls utilizing Avaya
& Five-9 to ensure 100% accuracy in scheduling non-emergent transportation for medical clients.
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Advocate for product improvement by translating client feedback into actionable insights for internal teams, facilitating the enhancement of features and service delivery.
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Utilize active listening and conflict resolution strategies to resolve complex client inquiries, maintaining a high satisfaction rate through detailed record-keeping.
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Embrace and implement new service protocols and compliance procedures, ensuring all telephonic support meets strict quality standards and service support requirements.
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UNIQUE SKILLS Spring, TX
Administrative Assistant December 2015 – April 2023 Managed sensitive client data, ensuring 100% confidentiality and accuracy while maintaining positive customer relationship management.
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Resolved complex client complaints and provided support by maintaining transparent communication on job status and technical service updates.
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Optimized the preparation and maintenance of work order records, improving administrative workflow efficiency for professionals and service teams.
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Developed strong rapport with clients by scheduling and confirming appointments with a high-performance, client-focused approach to active listening.
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ADDITIONAL SKILLS
Core Technical Skills: Avaya, Five-9, Telephonic Support Systems Optimization, Call Center Systems, Office Software Proficiency, Teams, Outlook
Client Advocacy & Support: Active Listening, Product Improvement Advocacy, Client Relationship Management, Conflict Resolution, Rapport Building
Operations & Logistics: Multi-Task Management, Data Entry & Records Maintenance, Front Desk Operations, High-Volume Scheduling, Protocol Compliance, Bilingual Communication LANGUAGES
• English, Spanish - Fluent
REFERENCES
Available Upon Request
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