JANICE MONTERO
Spring Hill,FL
Summary
Customer service professional with proven record in boosting customer satisfaction and loyalty. Known for collaborative work style and achieving positive outcomes. Reliable team player with adaptability to changing priorities and excellent problem-solving skills.
Overview
34
34
years of professional experience
Work History
Customer Retention Specialist
Globe Life
03.2025 - Current
- Proactively engaged with existing policyholders to resolve concerns,address coverage questions,and reinforce the value of Globe Life insurance products.
- Utilize persuasive communication techniques and empathy to retain customers, consistently meeting or exceeding monthly retention and call quality goals.
- Handled a high volume of inbound and outbound calls in a fast-paced environment while maintaining a customer-focused approached.
- Documented all customer interactions accurately in the CRM system to ensure continuity of service and data integrity.
- Collaborated with cross-functional teams (billing, underwriting and customer support) to resolve complex customer issues and improve retention outcomes.
OFFICE MANAGER
NEW AGE MEDICAL CENTER
01.2023 - 01.2025
- Directed daily operations of a medical office, ensuring efficient workflows, patient satisfaction, and compliance with healthcare regulations.
- Recruited, trained, scheduled, and supervised staff; conducted performance reviews and led staff meetings.
- Managed payroll, patient fees, billing, insurance verification, pre-authorizations, and overall revenue cycle.
- Oversaw patient scheduling, coordinated with medical staff to optimize patient flow, and resolved patient concerns.
- Ensured compliance with HIPAA, OSHA, and privacy regulations; maintained data security.
- Managed vendor relationships, medical supply inventory, and equipment needs.
- Maintained and updated electronic health record (EHR) systems.
- Implemented quality improvement initiatives to enhance operational efficiency and patient care.
OWNER/DIRECTOR
FUNTASTIK PRESCHOOL & DAYCARE, INC.
01.2008 - 05.2024
- Oversaw all operational, financial, and educational aspects of a preschool serving children ages 2–5, including VPK and School Readiness programs.
- Directed implementation of state-mandated early learning curricula, ensuring compliance with Florida Office of Early Learning and Early Learning Coalition standards.
- Supervised, trained, and mentored teaching staff while maintaining high-quality instructional and safety practices.
- Collaborated with parents to support child development through individualized learning plans and progress monitoring.
- Managed budget, tuition, payroll, and resource allocation to sustain profitability and program quality.
- Led enrollment growth through marketing, community partnerships, and outreach initiatives.
CONTRACT TRAINER & PROCTOR
CHILDHOOD DEVELOPMENT SERVICES
02.2017 - 08.2022
- Conduct State mandated childcare program trainings. Proctored State exam sessions.
DISTRICT MANAGER
MANPOWER
04.2000 - 11.2007
- Directed operations across multiple branch offices, ensuring consistent service delivery, client satisfaction, and revenue growth.
- Led and developed branch managers and staffing teams to achieve recruitment, placement, retention, and profitability goals.
- Built and managed strategic client relationships, driving business development and contract negotiations to expand market share.
- Analyzed market trends and performance metrics to implement process improvements and identify growth opportunities.
- Ensured compliance with employment laws, safety regulations, and company policies across all district locations.
BRANCH MANAGER
MANPOWER
05.1997 - 04.2000
- Directed daily branch operations, including recruitment, client relations, and team leadership, to ensure strong business performance.
- Recruited and placed candidates in temporary, temp-to-hire, and direct hire positions across multiple industries.
- Built and maintained client relationships, delivering customized staffing solutions and ensuring contract retention.
- Managed branch P&L, budgeting, and forecasting, consistently meeting or exceeding revenue and margin targets.
- Trained, coached, and developed staff while ensuring compliance with labor laws, safety standards, and company policies.
STAFFING SPECIALIST
MANPOWER
05.1996 - 05.1997
- Recruited, screened, and placed candidates in temporary and permanent roles across diverse industries.
- Built and maintained relationships with clients and job seekers, delivering tailored workforce solutions.
- Managed the full staffing cycle, including job postings, interviews, onboarding, and follow-up.
- Ensured compliance with labor regulations by maintaining accurate records and conducting orientations.
- Supported client account management, monitoring employee performance and resolving workplace issues.
DIRECTOR OF OPERATIONS/DIRECTOR OF HUMAN RESOURCES
HOSPICE OF PASCO, INC.
02.1994 - 05.1996
- Directed daily operations and HR functions, ensuring high-quality, compassionate care in compliance with healthcare regulations (HIPAA, OSHA, Joint Commission).
- Oversaw staffing, recruitment, employee relations, performance management, and benefits administration.
- Developed and implemented strategic plans to improve service delivery, streamline workflows, and support growth.
- Partnered with executive leadership on policy development, budgeting, and organizational initiatives.
- Led HR programs to enhance employee engagement, retention, training, and professional development.
HUMAN RESOURCE ASSISTANT
COMMUNITY HOME HEALTH CARE, INC.
02.1992 - 02.1994
- Provided administrative support for HR operations, including recruiting, onboarding, payroll, and benefits administration.
- Assisted with job postings, resume screening, interview scheduling, and new hire paperwork.
- Maintained employee records in compliance with HIPAA, state regulations, and company policies.
- Supported employee relations, training coordination, and compliance tracking for certifications.
- Ensured efficient HR processes while fostering a professional, supportive work environment.
Education
MANAGEMENT IN HUMAN RESOURCES
ST. LEO COLLEGE
Bachelor of Science - EARLY CHILDHOOD DEVELOPMENT
ASHWORTH COLLEGE
MEDICAL BILLING & CODING
ASHWORTH COLLEGE
NOTARY
STATE OF FLORIDA
ASSOCIATE DEGREE - EARLY CHILDHOOD DEVELOPMENT
ASHWORTH COLLEGE
Skills
- Operations & Team Leadership
- Customer Service
- Human Resources & Talent Management
- Financial & Resource Management
- Compliance & Quality Assurance
- Strategic Planning & Process Improvement
Timeline
Customer Retention Specialist
Globe Life
03.2025 - Current
OFFICE MANAGER
NEW AGE MEDICAL CENTER
01.2023 - 01.2025
CONTRACT TRAINER & PROCTOR
CHILDHOOD DEVELOPMENT SERVICES
02.2017 - 08.2022
OWNER/DIRECTOR
FUNTASTIK PRESCHOOL & DAYCARE, INC.
01.2008 - 05.2024
DISTRICT MANAGER
MANPOWER
04.2000 - 11.2007
BRANCH MANAGER
MANPOWER
05.1997 - 04.2000
STAFFING SPECIALIST
MANPOWER
05.1996 - 05.1997
DIRECTOR OF OPERATIONS/DIRECTOR OF HUMAN RESOURCES
HOSPICE OF PASCO, INC.
02.1994 - 05.1996
HUMAN RESOURCE ASSISTANT
COMMUNITY HOME HEALTH CARE, INC.
02.1992 - 02.1994
MEDICAL BILLING & CODING
ASHWORTH COLLEGE
NOTARY
STATE OF FLORIDA
ASSOCIATE DEGREE - EARLY CHILDHOOD DEVELOPMENT
ASHWORTH COLLEGE
MANAGEMENT IN HUMAN RESOURCES
ST. LEO COLLEGE
Bachelor of Science - EARLY CHILDHOOD DEVELOPMENT
ASHWORTH COLLEGE
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