Jacqueline Olivas-Monarrez
Charlotte,NC
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Fraud & Claims Operations Rep
Wells Fargo
Charlotte, NC
02.2023 - Current
- Conduct research on industry trends and best practices related to fraud detection techniques.
- Perform periodic reviews of existing policies, procedures, and controls related to fraud prevention initiatives.
- Monitor customer accounts for unusual or suspicious behavior.
- perform moderately complex customer support tasks to establish rapport with customer and deescalate difficult as well as sensitive information as part of resolving a claim.
- oversee multiple systems and applications
- Interact with colleagues on required information as well as external ans internal customers through inbound ir outbound calling.
Phlebotomist
regional medical center
Hickory, NC
04.2019 - 06.2022
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Used personal protective equipment correctly to protect coworkers and patients.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Reviewed patient records for accuracy and completeness.
- Organized daily work based on collection priority.
- Packaged and shipped specimens to central lab daily.
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles.
Phlebotomist
Dr, mercado
Greensboro, NC
05.2021 - 11.2021
- (Dr
- Mercado moved back to Mexico so I had to leave position there)
- Completed proper sanitation and cleaning of equipment and work areas between patients.
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport.
- Used personal protective equipment correctly to protect coworkers and patients.
- Stocked phlebotomy cart or carrier with appropriate supplies.
- Reviewed patient records for accuracy and completeness.
Customer Service Rep./ Receptionist
Affinity Living Group
Hickory, NC
01.2018 - 01.2020
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Managed multiple tasks and met time-sensitive deadlines
- Answered central telephone system and directed calls accordingly
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives
Sales Associates/Cashier
Belk Hickory NC
08.2016 - 11.2017
- Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
- Provided positive first impressions to welcome existing, new and potential customers.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions regarding sizing, accessories and proper care for merchandise.
- Processed product returns and assisted customers with other selections.
- Achieved perfect attendance and on-time record.
Education
Certified Phlebolotmist -
Catawba Valley Community College
Hickory, NC03.2020
High School Diploma -
Bunker Hill High School
Claremont, NC06.2014
Skills
- Professional phone etiquette
- Excellent communication skills
- Team building
- Fast learner
- Computer skills (MS, PP, Excel)
- Vacuum Tube and Syringe Use
- Sample Processing
- Equipment and Instrument Sterilizations
- Courteous with Strong Service Mindset
- Customer Account Management
- Call Documentation
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Customer Support
Timeline
Fraud & Claims Operations Rep
Wells Fargo
02.2023 - Current
Phlebotomist
Dr, mercado
05.2021 - 11.2021
Phlebotomist
regional medical center
04.2019 - 06.2022
Customer Service Rep./ Receptionist
Affinity Living Group
01.2018 - 01.2020
Sales Associates/Cashier
Belk Hickory NC
08.2016 - 11.2017
Certified Phlebolotmist -
Catawba Valley Community College
High School Diploma -
Bunker Hill High School
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