JENNIFER R ROMAN
Caguas
Summary
Motivated Customer Service Representative leverages diplomatic communication and level-headed approach to resolve issues. Maintains meticulous records in company software and drafts reports detailing performance. Dedicated to fostering customer loyalty and guiding prompt resolutions. My goal is to belong to a private or government company in which I can develop and put into practice my skills, knowledge and abilities, in order to contribute to the growth of the company: inthis way acquire new experiences in the labor field.
Overview
13
13
years of professional experience
Work History
Customer Service Representative
Omni Interactions
02.2025 - Current
- Resolved customer complaints promptly and efficiently.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Customer Service Representative
Carelon Global Solutions
San Juan
09.2024 - 12.2024
- Provided accurate information about products and services to customers.
- Resolved product or service issues by clarifying customer complaints and offering appropriate solutions.
- Approached and solved problems with initiative and sound judgment.
- Listened to customer requests and specifications and made suggestions to appropriately fulfill needs.
- Complied with corporate regulations, policies and procedures to maximize safety, security and overall trust in organization and employees.
Customer Call Center Representative
United Health Group
SAN JUAN
02.2022 - 10.2023
- Resolved customer concerns, following internal database prompts and company scripts.
- Delivered accurate organizational information about products, services and procedures.
- Complied with data security and confidentiality policies to safeguard customer information.
Customer Financial Services Representative
Optum
SAN JUAN
10.2021 - 02.2022
- Guided clients in financial plan development, applying individual criteria to formulate advantageous strategy.
- Reviewed securities transactions to verify accuracy and confirm regulatory compliance.
- Verified accuracy and regulatory conformance of securities transactions.
- Educated clients about stock market trends terms and trading practices helping each make optimal financial plans.
- Addressed customer needs by analyzing bills and utility rate structures to identify optimal rates.
- Keep clients informed about transactions by openly discussing financial options and plans.
- Identified profitable and unprofitable agreements with regular evaluations.
Industrial Seamstress
The Cool Factory
CATAÑO
01.2021 - 03.2021
- Repaired garments by replacing buttons, mending holes and reinforcing seams.
- Performed alterations, including garment reconstruction, tailoring and hem adjustments.
- Defined technical specifications by leveraging knowledge of fabrics, patterns, shapes and colours.
- Allocated materials according to project needs and developed budget to include labor, textiles and supplies.
- Maintained organized textile and notions inventory.
- Created accurate estimates based on expected materials and time requirements.
- Assembled completed garments, producing as many as [Number] per day.
- Minimized wasted materials by carefully laying out and cutting each pattern.
- Removed stitches from garments to be altered using rippers or razor blades.
Customer Service Representative
Victoria Secrets
SAN JUAN
12.2020 - 01.2021
- Followed up with customers to offer additional support and check resolution satisfaction.
- Delivered fast and friendly service to handle questions and service complaints.
- Informed customers of promotions and special offers to increase sales.
- Collaborated with colleagues and co-workers to deliver quality customer experience.
- Collaborated across departments to resolve customer-related issues.
- Built trusting relationship with customers to better understand needs.
- Anticipated needs and resolved problems to keep customers happy.
- Contributed to upsell and cross-sell promotions to increase revenue.
- Enhanced customer satisfaction with fast, knowledgeable service.
- Met personal, team and company goals in customer service environment.
Fast Food Employee
Pollo Tropical LLC
PONCE
01.2012 - 12.2015
- Restocked supplies at front counter, in dining spaces and for kitchen staff.
- Accepted payments in various forms and maintained accurate register drawer.
- Took orders from customers and entered into POS system.
- Kept restaurant clean and in compliance with health code requirements.
- Adapted food preparation to include customer preferences and dietary restrictions.
- Completed opening, closing and shift change tasks each day.
- Took orders and resolved complaints using effective customer communication skills.
- Contributed to positive restaurant reputation by greeting and serving customers with professionalism.
- Managed orders from start to finish, verifying quality and quantity before bagging customer items.
- Peeled, cut and washed ingredients to be cooked.
- Cooked and packaged batches of made to order food.
- Persuaded customers to try food from special menu.
- Took orders and processed payments through touchscreen POS systems.
- Operated large-volume cooking equipment following set procedures to avoid kitchen accidents.
- Prevented germ spread by cleaning and sanitizing surfaces.
- Participated in set-up, opening and closing procedures.
Education
BACHELOR'S DEGREE - RELIGION
INTERAMERICAN UNIVERSITY OF PUERTO RICO
SAN JUAN, PR06-2025
BILLING - MEDICAL PLANS
NOVA COLLEGE
BAYAMON, PR06.2021
ASSOCIATE'S GRADUATE - OPTICAL SCIENCE
INTERAMERICAN UNIVERSITY OF PUERTO RICO
PONCE, PR12.2013
HIGH SCHOOL DIPLOMA -
STELLA MARQUEZ
SALINAS, PR05.2011
Skills
- Documentation
- Securities evaluation
- Cost calculation
- Customer needs assessment
- Client relations
- Insurance confirmation
References
References on request.
Languages
- Spanish, Advanced (C1)
- English, Advanced (C1)
Languages
Spanish
First Language
English
Advanced
C1
Timeline
Customer Service Representative
Omni Interactions
02.2025 - Current
Customer Service Representative
Carelon Global Solutions
09.2024 - 12.2024
Customer Call Center Representative
United Health Group
02.2022 - 10.2023
Customer Financial Services Representative
Optum
10.2021 - 02.2022
Industrial Seamstress
The Cool Factory
01.2021 - 03.2021
Customer Service Representative
Victoria Secrets
12.2020 - 01.2021
Fast Food Employee
Pollo Tropical LLC
01.2012 - 12.2015
BACHELOR'S DEGREE - RELIGION
INTERAMERICAN UNIVERSITY OF PUERTO RICO
BILLING - MEDICAL PLANS
NOVA COLLEGE
ASSOCIATE'S GRADUATE - OPTICAL SCIENCE
INTERAMERICAN UNIVERSITY OF PUERTO RICO
HIGH SCHOOL DIPLOMA -
STELLA MARQUEZ