Customer Service and Operations Training Manager
Resume:
Jo Jimenez
Houston, TX *****
*********@*****.***
Professional Summary
To contribute to an organization that will take full advantage of my 28 years of operations and customer service specialist offering in in-house and outsourced customer service, collections, and account service for products and services, including voice/data communications and financial services, and more. Highly successful in training representatives in client offerings, streamlining operations, and reducing operating costs for high-volume centers. My customer care skills, and my work ethic, while still providing an environment to grow and learn.
Willing to relocate to: Houston, TX
Authorized to work in the US for any employer
Work Experience
Licensed Insurance Agent
HPOne-Houston, TX
August 2021 to Present
A licensed insurance agent acts as an intermediary between clients and insurers, identifying risk, selling policies (Medicare), and providing ongoing customer service to maintain high retention. Key responsibilities include analyzing client needs, customizing insurance programs, managing policy renewals, and ensuring compliance with state regulations. Policy Management: Prepare, process, and submit applications, binders, and renewals for insurance coverage.
Customer Service: Handle inquiries, resolve issues, process policy changes, and assist with claims. Compliance: Maintain up-to-date knowledge of insurance regulations and ensure all documentation is accurate and compliant.
Licensure: Must hold a valid, active state-specific license Required Skills & Qualifications:
Active state insurance license
Excellent communication (verbal and written) and negotiation skills Strong customer service and relationship-building abilities Basic computer proficiency, including CRM software and Microsoft Office Training Manager
Alltran Financial-Houston, TX
2002 to 2020
Initially, all new hire employees in all departments that have direct consumer contact attend a two- week training class. The training class is focused on four key critical area: regulatory compliance, systems and resources, collection skills, and interacting with consumers. There are various measures for success throughout the training program: attendance and schedule adherence, participation in class activities, role plays, and exercises, passing the regulatory compliance assessment with a 100% score, and passing a final assessment with a score of 90% or higher that is conducted by a member of Operations management team this is focused on call simulations and scenario based assessment questions.
• Provide new hire training programs that develop new hire employees for their new roles in the company
• On-going training interventions that are client mandated, operations requested, or company required
• Support for client audits and client meetings
• Provide collaboration among the legal, compliance, quality, and voice analytics departments to ensure employees have access to the latest, relevant information to do their jobs appropriately Credit and Collection Manager
AT&T Broadband-Dallas, TX
1999 to 2002
Managed 30 employees in broadband telecommunications customer service. Supervised representatives and provided assistance regarding bankruptcies, payment processing, credit, and collections on customer accounts. Oversaw the processing of returned checks, recovery of installed equipment, and customer transactions at payment centers. Generated feedback to representatives on performance and policies.
• Decreased credit adjustment from $600K monthly to $150K monthly.
• Restructured a credit viewing screen to show deposits received, increasing dollar amount by 50%.
• Managed and trained a small group handling credit and collections for the entire Dallas metro area.
• Developed a system that reduced the number of payment centers with no reduction in service.
• Created a new process for recovering installed equipment within the Dallas metro area. Account Service Manager
AT&T Broadband-Dallas, TX
1999 to 2000
Provided customer service in an inbound call center, serving as primary point of contact for clients of this tax consulting and outsourcing firm. Performed contract reviews to ensure the fulfillment of contract provisions and that what was sold was being delivered. Verified service start dates and confirmed specific reporting. Fielded inquiries from lessees regarding tax questions. Verified client contact information for preparation of outsourcing contracts.
• Reduced customer questions and concerns regarding new contract structure.
• Prevented the loss of a $35M account by resolving account service issues.
• Collection regarding tax payment.
• Train the client on tax policies and laws
Education
Electrical Engineering (Bachelor's)
University of Memphis-Memphis, TN
1985 to 1989
Skills
Client interaction via phone calls Customer support Order entry Sales Tax Experience Supervising experience Customer support experience within finance industry Escalation handling Customer service Tax experience Cross-functional collaboration Multitasking Human resources Candidate sourcing Administrative experience Office experience Typing Teaching Attention to detail Time management Analysis skills Computer operation Productivity software Client email correspondence Live chat Order processing Fair Housing regulations Data entry Financial Services Management Training & development Recruitment and selection Microsoft Excel Process Improvement Interviewing Employee relationship building Property management Telecommunication Operations Management Communication skills Human Resources Handling customer inquiries Languages
• English
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