Jolenny Nepomuceno

• ➙ Excelled in the 250-hour rigorous career training on the essential toolkit for customer experience in tech. Emphasis on strengthening key professional abilities, including giving and receiving feedback, handling challenging customers, and effective workplace communication for in-person and remote work.
• ➙ Gained key certifications and experience with platforms including Zendesk (certified), Intercom (certified), HIPAA compliance for business associates (certified), Slack, Notion, Jira, macOS, Google Suite including Docs, Sheets, and Slides.
• ➙ FinTech Extension - Additional certification focused on customer support roles in FinServ and FinTech companies. Topics included industry overview, banking, personal finances, assets, investments, insurance, financial transactions and processes, ​​financial systems, regulations, and compliance.
• ➙ Healthcare & Wellness Tech Extension - Additional certification focused on customer support roles in healthcare and wellness companies. Topics included industry overview, medical terminology basics, medical billing and coding, insurance types and processes, regulations, and EMR and EHR software.

• ➙ Processed confidential mail (sorting, shredding, scanning, and faxing) to ensure efficient communication across departments.
• ➙ Increased open house attendance through outreach calls to 50+ parents, collecting RSVPs, and inputting data into Excel for tracking and follow-up.
• ➙ Reviewed and optimized the employee ticketing website, providing actionable feedback that reduced employee-generated tickets, promoting self-sufficiency.

• ➙ Collaborated with the lead teacher to create a positive and engaging environment for 12+ toddlers, fostering trust, clear communication, and tailored support to meet individual developmental needs.
• ➙ Planned and executed age-appropriate activities, demonstrating strong problem-solving and time-management skills while ensuring developmental milestones were achieved.
• ➙ Maintained a safe and organized environment, demonstrating attention to detail and achieving a 100% compliance rate during safety inspections, reflecting a commitment to quality and consistency.

• ➙ Ensured exceptional customer experience by quickly preparing accurate orders for 100+ guests daily, contributing to an increase in positive customer feedback.
• ➙ Collaborated with team members to optimize workflow and ensure smooth restaurant operations, enhancing overall team performance and customer experience.

• ➙ Assisted 50+ customers daily with personalized product recommendations, driving a 15% increase in sales.
• ➙ Educated customers on industry trends and product applications, enhancing loyalty and satisfaction.

The KindWork Fellowship is a program that helps individuals develop skills in customer experience and support within nonprofit and social impact organizations. Fellows work on projects to improve customer service, build better systems, and make a positive impact. It’s a great opportunity to gain hands-on experience while helping organizations serve their communities more effectively.

My sociology degree helps you understand human behavior, social dynamics, and communication, which are essential for resolving customer issues effectively. It also allows me to empathize with diverse customers, fostering positive interactions and ensuring their needs are met with a deeper understanding of their perspectives.