JOCELYN PUENTES
Los Angeles
Summary
Customer service and sales professional prepared to drive impactful results. Proven ability to foster strong client relationships, resolve issues efficiently, and adapt to evolving needs. Skilled in communication, problem-solving, and teamwork, ensuring reliable collaboration and goal achievement
Overview
10
10
years of professional experience
Work History
Bilingual Customer Service Sales Rep
State Farm
01.2025 - 06.2025
- Contact prospects and current policy holders.
- Set and complete appointments for sales and policy reviews.
- Complete detail log entries with high level of accuracy.
- Prepare forms, policies, and endorsements when required.
- Provide prompt, accurate, and friendly service.
- As directed by the agent, update information in customer database.
- Utilized CRM systems to track customer interactions, ensuring accurate record-keeping and follow-up.
- Delivered exceptional customer service, resolving inquiries and issues with efficiency and care.
- Collaborated with team members to streamline sales processes, enhancing overall operational effectiveness.
- Developed tailored insurance solutions based on individual client needs, driving sales growth.
- Analyzed customer feedback to identify service gaps, implementing improvements for enhanced satisfaction.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
Self employed/Business owner
Jocy’s Beauty LLC
03.2020 - 12.2024
- Managed daily operations to ensure efficient workflow and customer satisfaction.
- Developed marketing strategies to enhance brand visibility and attract new clientele.
- Oversaw inventory management, ensuring optimal stock levels and reducing waste.
- Trained and mentored staff, fostering a collaborative and high-performance team environment.
- Implemented cost-saving measures that improved profitability without sacrificing quality.
- Established strong vendor relationships, negotiating favorable terms and pricing for supplies.
- Established strong customer relationships through excellent communication and attentive service.
- Enhanced customer service protocols, improving overall client retention and satisfaction rates.
- Monitored financial performance, analyzing sales data to inform strategic decisions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Maintained a safe work environment by enforcing strict safety protocols and regularly updating staff on industry best practices.
- Delivered exceptional results under tight deadlines by prioritizing tasks effectively and delegating responsibilities appropriately throughout the team.
Receptionist/Lounge Agent
Etihad Airways
02.2019 - 03.2020
- Welcoming guests at the lounge and checking in guests.
- Assisting guests with boarding passes and seat changes.
- End of shift reports etc.
- Managed front desk operations, ensuring seamless guest check-in and check-out processes.
- Coordinated communication between departments to enhance service delivery and operational efficiency.
- Utilized reservation systems to accurately process ticketing and customer inquiries.
- Developed and maintained positive relationships with clients, fostering brand loyalty and satisfaction.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Conducted inventory management of office supplies, ensuring availability for daily operations.
- Answered phone promptly and directed incoming calls to correct offices.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Corresponded with clients through email, telephone, or postal mail.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Ticket Agent
Aeromexico
04.2018 - 02.2019
- Greeting airline customers, helping check baggage, and assigning seats on the aircraft.
- Dispatching flights from the gate and helping with flight reservations.
- Assist airline personnel while aircraft are arriving and departing the premises.
- Provided exceptional customer service to resolve ticketing inquiries and issues.
- Managed flight reservations and changes using airline industry software systems.
- Assisted passengers with check-in processes, ensuring smooth boarding experiences.
- Collaborated with team members to streamline operational procedures and enhance efficiency.
- Trained new staff on ticketing systems and customer interaction protocols.
- Monitored flight schedules and communicated updates to passengers promptly.
- Handled payment transactions accurately, adhering to company policies and procedures.
- Implemented feedback mechanisms to improve service quality and customer satisfaction levels.
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Responded to customer inquiries related to services or accommodations and promptly addressed issues or complaints.
- Resolved customer complaints promptly, maintaining a professional demeanor and positive company image.
- Answered customer inquiries regarding ticket availability, pricing and event information.
- Monitored ticket sales and provided detailed reports to management.
- Supported fellow agents during peak hours by taking on additional tasks without compromising quality of service.
- Supported customers with wheelchair access and special seating requirements to support continuous accessibility.
Teller
Bank of America
03.2018 - 10.2018
- Cashing checks, issuing savings withdrawals, and selling cashier checks.
- Maintained in-depth knowledge of bank products, services, and best practices.
- Provided customers with a high level of service, privacy and confidentiality, and friendly, welcoming attitude.
- Handled all transactional services, including bank deposits, monetary withdrawals, financial transfers, and other bank transactions.
- Processed financial transactions accurately and efficiently, ensuring compliance with banking regulations.
- Provided exceptional customer service by resolving inquiries and addressing concerns promptly.
- Conducted thorough cash drawer audits to maintain accurate records and prevent discrepancies.
- Trained new tellers on operational procedures and best practices to enhance team performance.
- Promoted bank products and services, contributing to increased customer engagement and satisfaction.
- Collaborated with management to identify areas for workflow improvements, enhancing efficiency within the branch.
- Assisted in implementing new technology systems, streamlining transaction processes for customers and staff.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Contributed to a positive work environment by demonstrating professionalism, courteousness, and a strong work ethic.
Customer Service
Pacific Aviation
03.2017 - 08.2017
- Providing great customer service and welcoming all passengers.
- Responsible for helping passengers pass Cbp immigration line.
- Assist passengers when arriving at Tom Bradley international airport.
- Acknowledge all passengers and answer all questions.
- Boosted company reputation by consistently delivering exceptional customer service experiences.
Wheelchair agent
Aero port Services
08.2016 - 03.2017
- Providing great customer service to all passengers
- Responsible for transporting passengers in wheelchairs to aircraft, or airport terminal
- Assist in lifting passengers requiring assistance in and out of wheelchairs
Barista
Starbucks
02.2016 - 08.2016
- Providing legendary customer service to all customers
- Maintaining a clean and comfortable store environment
- Providing quality beverages, whole bean, and food products
- Performing many different tasks within the store during each shift
- Delivered exceptional customer service in fast-paced environment.
- Prepared high-quality beverages following standardized recipes and procedures.
- Operated espresso machines and brewing equipment efficiently and safely.
- Trained new team members on coffee preparation and customer engagement techniques.
- Maintained cleanliness and organization of workstations to ensure compliance with health standards.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Cleaned counters, machines, utensils, and seating areas daily.
- Controlled line and crowd with quick, efficient service.
- Handled customer complaints professionally, resolving issues promptly to ensure satisfaction and foster loyalty.
- Managed time effectively to balance both front-of-house tasks and back-of-house responsibilities during busy periods.
Retail Sales Associate
Hollister
09.2015 - 01.2016
- Assist in meeting sales plans and expectations
- Provide great customer service and communicate the brand identity
- Assist in maintaining store standards for cleanliness and store operations
- Delivered exceptional customer service, enhancing overall shopping experience.
- Assisted in visual merchandising, ensuring alignment with brand standards.
- Managed cash register operations, maintaining accuracy in transactions.
- Trained new team members on sales techniques and store policies.
- Conducted product knowledge sessions, improving team expertise and sales performance.
- 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.
Education
High School Diploma -
Leuzinger High School
Lawndale, CAundefined
West Los Angeles College
Culver City, CASkills
- Fluent in English and Spanish written, spoken, and translated
- Fast learner, punctual, and reliable
- Strong customer service skills, dependable, and operate with integrity
- Ability to maintain focus and awareness within a stressful environment
- Ability to take effective decisions in both crisis and routine situations
- Goal oriented
Summary of Qualifications
- Five years of customer service experience
- Fluent in speaking and writing Spanish
- Strong interpersonal and communication skills
Timeline
Bilingual Customer Service Sales Rep
State Farm
01.2025 - 06.2025
Self employed/Business owner
Jocy’s Beauty LLC
03.2020 - 12.2024
Receptionist/Lounge Agent
Etihad Airways
02.2019 - 03.2020
Ticket Agent
Aeromexico
04.2018 - 02.2019
Teller
Bank of America
03.2018 - 10.2018
Customer Service
Pacific Aviation
03.2017 - 08.2017
Wheelchair agent
Aero port Services
08.2016 - 03.2017
Barista
Starbucks
02.2016 - 08.2016
Retail Sales Associate
Hollister
09.2015 - 01.2016
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West Los Angeles College
High School Diploma -
Leuzinger High School
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