Annette Rocha
Las Vegas,NV
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Clearbalance Healthcare
Las Vegas, NV
08.2021 - 12.2025
- Handled customer complaints and inquiries in a courteous and efficient manner.
- Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
- Developed strong customer relationships and loyalty through effective communication.
- Met daily customer service quotas with a focus on quality.
- Remained open to feedback from supervisor and peers to build and improve skills set.
Customer Service Supervisor
Life Trans INC.
Las Vegas, NV
05.2020 - 06.2021
- Maintained adequate shift coverage by coordinating schedules and monitoring employee attendance.
- Improved customer service standards by assessing staff performance and offering constructive feedback.
- Drove customer satisfaction by addressing and providing swift resolution for escalated complaints.
- Promoted efficiency and productivity by coordinating daily department workflow.
- Mentored team members to apply quality customer service techniques to foster satisfaction.
- Preserved customer loyalty by quickly and completely resolving complaints.
- Motivated employees to continuously grow knowledge and enhance abilities.
- Developed and enhanced policies covering administrative processes.
- Supervised work of office, administrative, and customer service employees to verify adherence to quality standards, deadlines, and proper procedures.
- Resolved escalated customer issues with patience and understanding.
- Trained customer service representatives on customer service standards, policies, and procedures.
- Trained new customer service staff on company policies, procedures, and software systems.
- Monitored customer service team performance metrics, identifying areas for improvement and providing feedback.
- Prepared and presented monthly customer service performance reports to management.
- Developed strategies to improve customer service processes, increasing efficiency and productivity of the team.
- Reviewed employee attendance records regularly to ensure adherence to company policies.
Administrator Assistant
Nanshan America
Corona, CA
02.2018 - 09.2019
- Stayed on top of tracking procedures by updating databases and spreadsheets.
- Stored office supplies and kept meticulous inventory.
- Prepared meeting documentation and transcribed meeting recordings.
- Handled vendor invoices, verifying coding, reconciling purchase orders, and documenting approvals.
- Managed incoming and outgoing mail, packages, and faxes.
- Maintained accurate, compliant accounts, inputting new transactions each day.
- Handled all accounting, made sure everything all numbers matched up each day.
- Handled confidential financial information with discretion in accordance with company policies and procedures.
- Scheduled and coordinated meetings, events, conferences, and travel arrangements for staff members.
- Prepared agendas for departmental meetings and took minutes during these sessions.
- Managed calendar of appointments, meetings and other engagements ensuring accuracy of information entered into calendar system.
- Compiled statistical reports from various sources including databases and spreadsheets.
- Assisted in preparing presentations with Microsoft Office Suite.
- Developed filing systems to ensure effective document management and retrieval.
Accounts Payable Clerk
KAP Medical
Corona, CA
11.2015 - 01.2018
- Completed basic accounting tasks with minimal supervision, including entering new transactions and verifying paperwork.
- Reported on financial accounts and activities regularly, producing detailed and accurate reports for senior managers and department leaders.
- Processed incoming invoices in timely manner, quickly identifying and addressing any discrepancies between payment requests and established terms.
- Secured financially sensitive and confidential information from unauthorized access with consistent use of security procedures.
- Helped resolve accounting problems in multiple departments, collaborating with senior accounting staff to correct issues.
- Handled accounting department's clerical needs, including fielding telephone calls, routing mail, and restocking supplies.
- Received, recorded, and banked cash, checks, and vouchers.
- Checked figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.
- Processed a high volume of invoices daily utilizing accounts payable software for accurate record keeping.
- Maintained organized records of all payments, including disbursements, invoices and expenses.
- Matched invoices to purchase orders and received goods.
- Resolved payment discrepancies by communicating with vendors.
- Oversaw multiple vendor accounts while following company procedures and policies.
- Filed, sorted, and compiled documents related to accounts payable actions.
- Reviewed, coded and entered invoices into accounting system accurately and efficiently.
Receptionist
Ameri Pride
Corona, CA
06.2010 - 09.2015
- Routed messages, coordinated appointments, and directed personnel to various departments.
- Sorted and distributed incoming mail and coordinated pickups for outgoing parcels.
- Arranged catering for luncheons and special meetings.
- Delivered exceptional customer service, provided information, and independently resolved issues.
- Coordinated office cleaning and lobby organization for office and meeting areas.
- Maintained well-organized physical and digital records.
- Developed and maintained hardcopy and digital filing systems.
- Drafted letters, memos, and emails using MS Office applications.
- Answered questions regarding company pricing and policies.
- Greeted visitors warmly and ensured they had a positive experience.
- Handled cash and credit card payments with accuracy.
- Answered phones professionally in accordance with organizational protocols.
- Used proper telephone etiquette, answered calls and caller questions, and transferred to proper extensions.
- Provided superior customer service by responding to inquiries in an efficient and friendly manner.
Timeline
Customer Service Representative
Clearbalance Healthcare
08.2021 - 12.2025
Customer Service Supervisor
Life Trans INC.
05.2020 - 06.2021
Administrator Assistant
Nanshan America
02.2018 - 09.2019
Accounts Payable Clerk
KAP Medical
11.2015 - 01.2018
Receptionist
Ameri Pride
06.2010 - 09.2015