LORENA M
Modesto,CA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
LORENA MONTOYA
06.2023 - 05.2024
- Scheduled appointments with applicants to gather information and explain benefits processes
- Assisted clients with accurate eligibility forms, application and document completion
- Devised and implemented strategies to streamline eligibility verification processes
- Processed and certified documents for accuracy and compliance with government regulations
- Communicated with people from various cultures and backgrounds on application process
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options
- Engaged wider departments in accurate, timely paperwork completion.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
Benefits and Eligibility
Economic
01.2020 - 02.2023
- Call center multiple phone lines Managed over 30 customers calls per day
- Scheduled appointments with applicants to gather information and explain benefits processes
- Selected qualified applicants to refer to employers for possible job placement purposes
- Assisted clients with accurate eligibility forms, application and document completion
- Resolved discrepancies with client applications to verify eligibility
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance
- Facilitated information and resource exchanges with external agencies to progress client applications
- Trained staff on current eligibility requirements and policies
- Communicated with people from various cultures and backgrounds on application process
- Developed extensive fact-checking and research skills by continuously reviewing different programs and options
- Engaged wider departments in accurate, timely paperwork completion
- Reviewed applications for different aid programs and determined which qualification criteria for individuals.
- Ensured consistent follow-up with clients regarding their benefit status updates or any changes that may impact their eligibility or services received.
- Delivered prompt assistance to clients experiencing difficulties with benefit applications or electronic systems through troubleshooting techniques.
- Maintained ethical practices in all aspects of work, adhering to established guidelines for confidentiality, record-keeping, and client interactions.
- Streamlined benefits application processes, resulting in reduced wait times and increased efficiency.
- Maintained comprehensive knowledge of federal, state, and local regulations to ensure compliance and accuracy in determining eligibility.
- Educated clients on the rights, responsibilities, and requirements associated with various benefit programs, promoting informed decision-making processes.
- Coordinated referrals for additional support services when necessary, expanding client access to valuable resources beyond basic benefits programs.
- Listened to clients attentively, asked probing questions and identified and addressed actual benefits needs.
- Processed and certified documents for accuracy and compliance with government regulations.
- Collaborated with external organizations such as healthcare providers, housing authorities, and legal aid groups to best support clients in their pursuit of benefits and services.
- Managed caseloads effectively, prioritizing tasks based on urgency while adhering to strict deadlines for submission requirements.
- Organized case files securely and efficiently, ensuring easy access and maintaining confidentiality standards at all times.
Assistant Manager
Extra Space Storage
01.2017 - 07.2019
- Volunteered to Train New Employees on Software, Policies and Procedures
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies
- Monitored security to protect employees, customers and property
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Developed strong working relationships with staff, fostering a positive work environment.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Generated repeat business through exceptional customer service.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Motor Vehicle Representative
Department Of Motor, Vehicles
12.2015 - 06.2016
- Created documents with applicant information and verified data against database information
- Performed routine data entry or document management
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances
- Updated operational records or licensing information using computer terminals
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification
- Operated specialized photographic equipment to obtain photographs for drivers' licenses or photo identification cards
- Stayed up-to-date on Calif laws and licensing requirements to complete accurate and efficient reviews
- Cultivated interpersonal skills by building positive relationships with others.
- 'Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Demonstrated strong attention to detail when examining identification documents presented during motor vehicle transactions, protecting against potential fraud or misrepresentation cases.
- Assisted customers in obtaining driver''s licenses by thoroughly reviewing applications and administering appropriate tests according to state regulations.
- Maintained strict confidentiality regarding sensitive customer information, adhering to legal guidelines and company policies at all times.
- Reduced wait times for customers by effectively managing appointment schedules and optimizing service delivery during peak hours.
- Promoted excellent customer service standards by promptly addressing client concerns or complaints, working towards mutually beneficial resolutions whenever possible.
- Improved customer satisfaction by efficiently processing motor vehicle transactions and addressing inquiries.
- Issued temporary permits as needed for individuals seeking limited access to operate their vehicles within specific timeframes or conditions.
- Facilitated smooth registration renewals for clients through diligent verification of required documents and prompt processing of paperwork.
- Contributed to a positive work atmosphere by actively participating in staff meetings, trainings, and performance evaluations.
- Streamlined workflow with consistent communication and collaboration among team members, resulting in a more efficient work environment.
- Ensured compliance with state laws and regulations pertaining to motor vehicles, diligently staying up-to-date on any changes or updates that may affect daily operations.
- Increased accuracy of data entry by meticulously inputting information into the motor vehicle database system.
- Processed payments for fines and fees, maintained accurate drawers, issued receipts, and updated account balances.
- Performed routine data entry or document management.
- Conducted exams and tests, graded responses and accurately determined licensing approvals and data verification.
Property Manager
Derrel's Mini Storage
07.2007 - 03.2015
- Volunteered to Train New Employees on Software, Policies and Procedures
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services
- Generated leads for sales and rental properties through cold calls and referrals
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes
- Collected and maintained careful records of rental payments and payment dates
- Introduced prospective tenants to types of units available and performed tours of premises
- Coordinated with janitorial and engineering staff on maintenance and upkeep
- Implemented and enforced policies and procedures to maintain properties to highest standards
- Delivered emergency 24-hour on-call service for tenants on building issues
- Monitored and tracked payments and expenses, providing timely and accurate financial reports
- Conducted regular property inspections, identifying areas for improvement and proactively addressing potential safety hazards.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Enhanced tenant satisfaction by promptly addressing concerns and resolving issues in a timely manner.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Maintained sufficient number of units market-ready for lease.
- Established strong relationships with local authorities, ensuring prompt attention to code violations or other regulatory matters affecting the property's operations.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Implemented and enforced policies and procedures to maintain properties to highest standards.
- Monitored and tracked payments and expenses, providing timely and accurate financial reports.
- Oversaw lease agreements from inception to termination, ensuring compliance with local regulations and protecting the interests of both landlords and tenants.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Managed multiple properties simultaneously, coordinating efficient allocation of resources and streamlining communication channels to maintain high levels of operational excellence.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Streamlined rent collection processes, reducing late payments and improving overall revenue generation.
- Maintained operational facilities attractive to potential tenants by organizing regular maintenance, major repairs, and capital improvement projects.
- Implemented comprehensive safety protocols to minimize potential risks and ensure the well-being of all residents within the property.
- Collected and maintained careful records of rental payments and payment dates.
- Conducted regular inspections of both interior and exterior of properties for damage.
Education
Some College (No Degree) -
Rio Salado College
Tempe, AZSome College (No Degree) -
West Hills College
Lemoore, CASome College (No Degree) - Nursing Assistance
Galen College of Medical And Dental Assistants
Modesto, CASkills
- Telephone Etiquette
- Communication
- Data Entry
- Customer Satisfaction
- Complaint resolution
Timeline
CUSTOMER SERVICE REPRESENTATIVE
LORENA MONTOYA
06.2023 - 05.2024
Benefits and Eligibility
Economic
01.2020 - 02.2023
Assistant Manager
Extra Space Storage
01.2017 - 07.2019
Motor Vehicle Representative
Department Of Motor, Vehicles
12.2015 - 06.2016
Property Manager
Derrel's Mini Storage
07.2007 - 03.2015
Some College (No Degree) -
Rio Salado College
Some College (No Degree) -
West Hills College
Some College (No Degree) - Nursing Assistance
Galen College of Medical And Dental Assistants