Janice Muniz
Morgan Hill,CA
Summary
Proven expertise in customer relationship management and problem-solving, honed at Kaiser Permanente and other leading organizations. Excelled in high-pressure environments, consistently exceeding performance metrics by mastering software systems and leveraging exceptional communication skills to enhance client satisfaction. Demonstrated ability to build rapport and trust, significantly improving customer experiences.
Overview
32
32
years of professional experience
Work History
Call Center Representative
Kaiser Permanente
10.2017 - 02.2019
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
Eligibility Specialist
Santa Clara County Social Services Agency
12.1986 - 12.2012
- Enhanced client satisfaction by providing timely and accurate eligibility determination for various assistance programs.
- Reduced errors in eligibility determinations by maintaining thorough knowledge of program guidelines and regulations.
- Provided exceptional customer service through prompt response times, clear communication channels, and diligent follow-up practices.
- Ensured compliance with local, state, and federal regulations during all phases of the eligibility determination process.
- Maintained detailed records of client interactions, ensuring accuracy and confidentiality of sensitive information.
- Assisted clients with accurate eligibility form, application and document completion.
- Interviewed applicants and explained scope of different available benefits.
- Processed and certified documents for accuracy and compliance with government regulations.
- Communicated with people from various cultures and backgrounds on application process.
- Developed strong rapport with clients by effectively communicating complex program requirements and processes
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
Education
Unfinished - Business Education
San Jose State University
San Jose, CASkills
- Problem-solving skills
- Call center customer service
- Verbal and written communication
- Resolving issues
- Inbound calls
- Customer communications
- Answering questions
- Appointment scheduling
- Calm disposition
- Building rapport with clients
- Customer relationship management
Timeline
Call Center Representative
Kaiser Permanente
10.2017 - 02.2019
Eligibility Specialist
Santa Clara County Social Services Agency
12.1986 - 12.2012
Unfinished - Business Education
San Jose State University
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