Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Work Availability
Quote
Timeline
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LUCIA MONARREZ-RUIZ

LUCIA MONARREZ-RUIZ

Customer Service Management
Cicero,IL

Summary

Natural leader with a passion for team building and promoting positive company morale. Organized and efficient customer service focused on exceptional problem solving and conflict resolution skills. Proactive leader with strengths in communication and collaboration. Organized and motivated employee eager to apply time management and organizational skills in various environments.

Overview

9
9
years of professional experience

Work History

COMMUNITY VACCINATION CALL CENTER MANAGER

KORE SAE LLC
Chicago, IL
03.2021 - Current
  • Distributed copies of updated policies and procedures.
  • Manage shift schedules, breaks, request time off of employees efficiently and reviewed time sheets for each pay period.
  • Handle escalations regarding patients' concerns, feedback or complaints.
  • Efficiently host video group calls to keep information up to date regarding the vaccination sites.
  • Prepared and scanned documents related to the hiring process and shared the onboarding packets updated.
  • Conduct call calibrations to have agents meeting the percentile of customer service at 95%.
  • Oriented new hires to time attendance requirements and their role expectations as a Call Center Representative.
  • Expertly set up work email and additional applications to have agents properly set up to take calls.
  • Reviewed time sheets for each pay period.

CALL CENTER VOICE EXECUTIVE

SYSCO FOODS
North Las Vegas, NV
07.2020 - 02.2021
  • Answer customer calls and transfer them to the corresponding department.
  • Placing new orders, modifying and canceling existing orders.
  • Proficient utilizing up to 4 different systems to properly place different food orders.
  • Tracking delivery information.
  • Assisting customers with product catalog information.
  • Writing detailed customer or Sales Associate complaints and escalating those to upper management.
  • Registering new customers and informing them about the activation process.
  • Maintained the positive attitude in a fast pace environment, when handling up to 250+ calls per day.

CALL CENTER COORDINATOR SPECIALIST

USA Vein Clinics
Northbrook, IL
09.2019 - 12.2019
  • Answer multiple calls at a time.
  • Receive and respond to different patient inquiries Schedule new patient appointments.
  • Cancel or reschedule treatment for existent patients.
  • Explain the different treatments and find the closest and more convenient location available.
  • Show empathy to the patients in pain looking for treatment.
  • Transfer calls upon the patient necessity (billing department, insurance department, different clinics) Troubleshooting with angry patients in regards to the treatment and/or secondary effects to address their concerns and continue treatment.

CUSTOMER SERVICE RESOLUTION OFFICER

Volaris Airlines
Chicago, IL
01.2017 - 07.2018
  • Develop corrective strategies by creating and implementing customer retention and loyalty.
  • Ensure to have strong drive, leadership, analytical thinking, problem solving and excellent communication skills to receive, identify, and respond to customer service inquiries
  • Make sure to handle customer service inquiries in a timely and organized manner and ensured the passengers' needs and expectations were met throughout the flight.
  • Must appear neat, properly wearing the uniform with the corresponding badge and verifying that all personnel.
  • Ensure that airline staff and subcontracted personnel know and have available the carrier manual updated and accessible.
  • Responsible for conducting evaluations of new personnel and periodic evaluations to the already working agents.
  • Conducted and filed monthly and annual audits with corporate to maintain policies and standards of the airline up to date.
  • Responsible for filling and filing all the aircraft paperwork accordingly and keeping track of each flight file for audits.
  • Controlled arriving, departing and transitioned aircraft in the airport.

GROUND SERVICES COORDINATOR

Volaris Airlines
Chicago, IL
07.2017 - 07.2018
  • Coordinated wide range of services for multiple individuals and families.
  • Delivered positive reinforcement and constructive criticism for employee work efforts.
  • Determined schedules, sequences and assignments for work activities, based on priority, quantity of equipment and personnel skill.
  • Established and enforced clear safety policies to protect workers from injury.
  • Researched and provided timely resolution to service discrepancies.
  • Eliminated knowledge gaps by managing continuous training and mentoring strategies for new and junior personnel.
  • Monitored documentation procedures to maintain consistent policies and current records.

CUSTOMER SERVICE SUPERVISOR

Aviation Port Services
Chicago, IL
06.2015 - 05.2017
  • Coordinated flights, departing and arriving, accordingly with the ground operations agent.
  • Maintained standard procedures during all seasons.
  • Coordinated delay flights and change of aircraft if available or needed according to the Operations Manual and the Operational Control, Booked reservations for the crew for delayed flights and made changes along with the call center corporate personnel to keep the flight schedule moving.
  • Troubleshooting with difficult customers.
  • Maintained the closing flight schedule accordingly for regular and delayed flights.
  • Ensure a fluent approach to customers when delivering updates on their flight.

CUSTOMER SERVICE SUPERVISOR

CHARLOTTE RUSSE
Norridge, IL
07.2014 - 07.2015
  • Responded to safety and loss prevention incidents.
  • Signed for incoming shipments in manager's absence.
  • Open and close the store (Responsible of holding the store keys) Access to the safe and responsible for getting the money bags for deposit.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Evaluated and authenticated returns, exchanges and voids.
  • Organized shift assignments to meet expected coverage demands by factoring in typical loads and upcoming changes.
  • Enhanced customer service procedures and policies to improve support structures company-wide and boost customer satisfaction.

Education

GED High School -

WILBUR WRIGHT COLLEGE

Some College (No Degree) - Radiology

Triton College
River Grove, IL

Skills

  • Calm under pressure
  • Friendly, flexible and decisive
  • PC proficiency; Microsoft and Excel skills
  • Reliable and effective customer communication
  • Time management
  • CPR
  • Fluent in English and Spanish
  • Decision-making
  • Multitasking
  • Team building
  • Problem resolution
  • Analytical thinking

Languages

Fluent in English and Spanish

Affiliations

  • Member of Phi Theta Kappa Honor Society since 2015
  • CPR certification with the Red Cross

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Opportunities Don't happen.You create them.
Chris Grosser

Timeline

COMMUNITY VACCINATION CALL CENTER MANAGER

KORE SAE LLC
03.2021 - Current

CALL CENTER VOICE EXECUTIVE

SYSCO FOODS
07.2020 - 02.2021

CALL CENTER COORDINATOR SPECIALIST

USA Vein Clinics
09.2019 - 12.2019

GROUND SERVICES COORDINATOR

Volaris Airlines
07.2017 - 07.2018

CUSTOMER SERVICE RESOLUTION OFFICER

Volaris Airlines
01.2017 - 07.2018

CUSTOMER SERVICE SUPERVISOR

Aviation Port Services
06.2015 - 05.2017

CUSTOMER SERVICE SUPERVISOR

CHARLOTTE RUSSE
07.2014 - 07.2015

GED High School -

WILBUR WRIGHT COLLEGE

Some College (No Degree) - Radiology

Triton College

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LUCIA MONARREZ-RUIZCustomer Service Management