Jennifer Munoz
Fontana,CA
Summary
With a proven track record at Cardinal Health, I excel in operations management and fostering strong customer relations. My leadership has driven performance improvements and staff development, enhancing customer satisfaction significantly. Skilled in both team building and data tracking, I champion efficiency and productivity, embodying professionalism and adaptability in dynamic environments.
Overview
14
14
years of professional experience
Work History
Customer Care Supervisor
Cardinal Health
Twinsburg, OH
01.2023 - 08.2024
- Enhanced customer satisfaction by resolving complex issues and providing exceptional service.
- Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience
- Developed comprehensive training materials to expedite new hire onboarding process.
- Increased first-call resolution rate through effective coaching and mentoring of team members.
- Streamlined call center operations for increased efficiency and productivity.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Facilitated open communication channels within the team, promoting idea sharing and problem-solving discussions.
- Conducted regular performance reviews, identifying areas of improvement and initiating corrective action plans as necessary.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
- Maintained a strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Optimized workforce scheduling to accommodate fluctuating call volumes, reducing wait times for customers.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Manufacture Professional Support
Cardinal Health
11.2021 - 01.2023
- Acting liaison between customer and manufacture.
- Held weekly meetings with manufacture, Providing feedback and updates on order processing.
- Responded to daily emails within a 24 hour.
- Process and place orders, verified insurance coverage and prior authorization. Reached out to y offices for prescriptions and other documentations needed.
- Reached out to our customers for any missing information to continue the process of the order.
Senior Performance Monitor, Quality Assurance
Cardinal Health
Twinsburg, OH
01.2017 - 11.2021
- Contributed to the development of monitoring policies and procedures, promoting a standardized approach across all units.
- Utilized advanced software applications for efficient data management and analysis, contributing to improved overall workflow efficiency.
- Maintained strict compliance with all relevant regulatory guidelines and industry standards to uphold the integrity of patient monitoring processes.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Sought ways to improve processes and services provided.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Customer Care Lead
Cardinal Health
Ontario, CA
01.2015 - 01.2017
- Streamlined team communication for improved efficiency and productivity in daily tasks.
- Delivered exceptional coaching and mentoring to team members, resulting in enhanced skillsets and career growth opportunities.
- Developed comprehensive training programs to equip new hires with essential skills and knowledge.
- Championed change initiatives within the department that led to increased employee engagement scores while improving overall workplace morale.
- Established clear expectations for staff behavior by creating an environment that emphasized accountability, integrity, and respect in all interactions both internally and externally.
- Maintained a positive work environment by fostering open communication and promoting teamwork among staff members.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Increased efficiency and team productivity by promoting operational best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Assisted call-in customers with questions and orders.
- Navigated multiple computer systems and applications to find information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Contributed to team success, consistently achieving call center performance metrics.
Customer Care Representative
Cardinal Health
Ontario, CA
04.2013 - 01.2015
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Logged call information and solutions provided into internal database.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed to team success, consistently achieving call center performance metrics.
- Navigated multiple computer systems and applications to find information.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
Warehouse Associate
Cardinal Health
Ontario, CA
07.2010 - 04.2013
- Prepared orders for shipment by picking, packing, and labeling merchandise.
- Performed inventory control, such as counting, and stocking merchandise.
- Assisted in reducing product damage by properly handling and storing materials.
- Manually or mechanically loaded and unloaded materials from pallets, skids, platforms, cars, lifting devices, or other transport vehicles
- Operated various types of equipment such as forklifts, pallet jacks, or hand trucks safely while moving products throughout the facility.
- Consistently met or exceeded productivity targets while maintaining high standards for quality and safety.
- Operated equipment while observing standard safety procedures.
- Unpacked and repacked items in different quantities and configurations for shipment.
- Drove forklifts, pallet jacks and other equipment to move materials.
- Displayed adaptability by taking on various roles within the warehouse as needed, including receiving, shipping, or inventory control duties.
- Assisted in receiving, stocking and distribution of merchandise.
- Worked safely around moving machinery.
- Collaborated with team members to achieve daily targets and complete tasks efficiently.
Education
General - General
Valleyview High School
Ontario, CA06.1996
Skills
- Team Management
- Delegation and Supervision
- Data Tracking
- Strong leadership
- Customer experience improvement
- Multitasking and Prioritizing
- Attention to Detail
- Reliability
- Team Collaboration
- Active Listening
- Adaptability and Flexibility
- Decision-Making
- Team Building and Motivation
- Superior Work Ethic
- Computer Proficiency
- Adaptable to Changing Demands
- Self Motivation
- Product Knowledge
- Interpersonal Skills
- Analytical Thinking
- Conflict Resolution
- Employee Training
- Complaint Handling
- Professionalism
Languages
Spanish
Professional Working
Timeline
Customer Care Supervisor
Cardinal Health
01.2023 - 08.2024
Manufacture Professional Support
Cardinal Health
11.2021 - 01.2023
Senior Performance Monitor, Quality Assurance
Cardinal Health
01.2017 - 11.2021
Customer Care Lead
Cardinal Health
01.2015 - 01.2017
Customer Care Representative
Cardinal Health
04.2013 - 01.2015
Warehouse Associate
Cardinal Health
07.2010 - 04.2013
General - General
Valleyview High School