Angel Marie Gracia
Gallup,NM
Summary
Outgoing and friendly multi-talented worker delivering customer service and administrative excellence, including clerical support and public interaction. Excels in multi-tasking and time management, data-entry and database administration. Commended for cultivating positive work culture by cheerfully interacting with staff and customers.
Overview
11
11
years of professional experience
Work History
Justice System Clerk
Maricopa County Public Defender's Office
Phoenix, AZ
07.2023 - Current
- Utilized strong multitasking skills to access, maintain and update case management systems. iCIS, JustWare. Manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Contributed to successful tasks by conducting thorough research, obtaining information from courts and staff to create case files, court calendars and case management.
- Provided support to internal and external customers with electronic or physical case files or records requests in person or telephonic.
- Improved customer satisfaction by promptly answering inquiries and providing accurate information. Managed incoming calls professionally. Directed callers to appropriate personnel.
- Contributed to integration of new clerks into Public Defender Records team by demonstrating department procedures.
- Reduced errors in data entry by carefully inputting information into computer systems with attention to detail.
- Supported staff with timely completion of court schedules for 20 to 30 attorneys.
- Provided quality clerical support through data entry, document management, email correspondence and ensured confidentiality of sensitive matters.
- Input data into spreadsheets and databases.
Office Aide
Maricopa County Public Defender's Office
Phoenix, AZ
06.2022 - 07.2023
- Assisted colleagues with clerical tasks for seamless continuation of daily operations.
- Preparing photocopies of up to 300 or more pages and organizing materials.
- Performed data entry tasks accurately and efficiently, contributing to well-organized recordkeeping systems within Central Services office environment.
- Receive, sort and properly distributed incoming and outgoing mail.
- Kept office supplies organized, logged and sufficiently stocked.
- Deliver and pick up legal materials, documents, equipment and other items.
- Supported justice staff by filing legal documents with courts.
- Assisted with onboarding of new employees' smooth transition into Central Services team.
Customer Service Representative
Maximus Federal Services
Phoenix, AZ
07.2021 - 11.2021
- Applied highly effective organizational communication skills while properly engaging and presenting solutions to resolve issues.
- Responded proactively and positively to rapid change. Consistent with departmental policies.
- Followed-through on all critical inter-departmental escalations to increase beneficiary satisfaction rates and professional goals.
- Educated beneficiaries about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity by following scripting.
- Provided primary customer support to Medicare beneficiaries, answered constant flow of calls responding to requests for medical insurance, claims, complaints and billing.
- Handled over 15-50 calls per shift signing up new beneficiaries, retrieving data, presenting relevant product information and cancelling services.
- Promoted superior experience by addressing concerns, demonstrating empathy and resolving problems swiftly.
Customer Service Representative
RemX, McKesson Specialty
Phoenix, AZ
11.2020 - 05.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing needs and resolving concerns.
- Answered up to 40 inbound calls promptly to avoid on-hold wait times.
- Offered assistance to patients, and other health care professionals paying attention to special needs or wants.
- Liaised with customers, management and pharmacy to better understand patient needs and recommend appropriate solutions.
- Document customer interaction details to track requests, problems and solutions offered.
- Assisted patients with ordering prescriptions, shipping and customer requests for products and company information.
- Before providing protected health information, verify caller identity and status.
- Process incoming correspondence, data entry into system for enrollment of patient support programs.
- Made outbound calls to obtain information needed
Fulfillment Specialist
Amazon Fulfillment Center
Phoenix, AZ
11.2015 - 05.2020
- Use company data system to fill customer orders while multi-tasking, to ensure productivity and performance exceed quality and customer satisfaction. Meet expected rate goals from 750 to 3,000 daily in high volume and fast paced environment.
- In pick role, worked independently, required of efforts, to sustain consistent strong picks to meet other areas demands such as, pack, dock etc.,
- Operated frequency scanners to track shipment progression and input data into shipping system.
- Received and reviewed new orders, located requested merchandise and promptly initiated processing.
- Collaborated effectively with coworkers on initiatives focused on achieving measurable improvements in production quality and workflow.
- Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
- Operated warehouse equipment and reported instances of safety code violations to management to reduce risk of accidents.
- Checked inventory and selected available inventory products from specific locations based upon customer orders and availability.
- Reduced fulfillment errors by using RF scanners to quickly pick items to proper bins.
- Followed procedures at all times for personal and team safety.
Customer Service Representative
Career Connect Live
Phoenix, AZ
06.2015 - 09.2015
- Using computer software programs, made inbound and outbound interview telephone calls with people in job search market.
- Recommended education opportunities while assisting with job search that was already in progress.
- Meet challenging daily rates handling over 50 customer calls per day.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on product and service details and information.
- Communicated with customers to assess and address individual needs, providing timely and quality support via various applications systems.
Housekeeping Shift Supervisor
Clarion Hotel
Phoenix, AZ
02.2013 - 03.2015
- Performed exceptional customer service for guests.
- Passionately lead housekeeping department into getting duties done with integrity through teamwork.
- Owned customer focus for increased quality work.
- Dependable to motivate and provide productivity from housekeeping staff of 5 to 8.
- Satisfy any requests of hotel management and guests with established sense of urgency.
- Adapt standards of hotel to ensure Clarion brand for guests and staff.
- Assigned housekeeping staff of to specific shifts and room blocks based on abilities and daily requirements.
- Worked with front desk to respond promptly to all guest requests.
- Trained and mentored all new personnel to maximize quality of service and performance.
- Monitored priorities and liaised between maintenance team and management, delegating tasks to complete on time.
- Coordinated daily workflow through task prioritization and concise scheduling.
Education
Associate of Applied Science - General Business
Maricopa Community Colleges - Phoenix College
Phoenix, AZ05.2011
Diploma - Business Technology
AIBT
Mesa, AZ09.2000
Timeline
Justice System Clerk
Maricopa County Public Defender's Office
07.2023 - Current
Office Aide
Maricopa County Public Defender's Office
06.2022 - 07.2023
Customer Service Representative
Maximus Federal Services
07.2021 - 11.2021
Customer Service Representative
RemX, McKesson Specialty
11.2020 - 05.2021
Fulfillment Specialist
Amazon Fulfillment Center
11.2015 - 05.2020
Customer Service Representative
Career Connect Live
06.2015 - 09.2015
Housekeeping Shift Supervisor
Clarion Hotel
02.2013 - 03.2015
Associate of Applied Science - General Business
Maricopa Community Colleges - Phoenix College
Diploma - Business Technology
AIBT
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