Monica Castro Tellez
Des Moines,IA
Summary
Adaptable professional with 2+years of experience and a proven knowledge of costumer service . Aiming to learn new skills all while helping bilingual individuals feel comfortable with life changes in their life.
Overview
8
8
years of professional experience
Work History
Costumer Concierge Advocate
United Healthcare Group
Des Moines, IA
09.2022 - Current
- Act as a frontline representative, providing friendly, professional, and proactive support to customers via phone, email, chat, and other communication channels.
- Listen attentively to customer concerns, inquiries, and feedback, demonstrating empathy and understanding while working towards appropriate solutions.
- Serve as a liaison between customers, doctors offices, and internal departments, effectively communicating customer needs, issues
- Resolve customer inquiries and issues in a timely manner, utilizing product knowledge, resources, and problem-solving skills to ensure customer satisfaction
- Advocate for the customer's best interests by identifying opportunities for process improvements, product enhancements, or policy changes based on customer feedback and trends
- Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions, using CRM systems or other tracking tools
- Collaborate with cross-functional teams, including sales, product development, and marketing, to address customer needs and enhance the overall customer experience
- Provide guidance, assistance, and training to customers on product usage, features, and best practices to maximize their satisfaction and success
- Monitor customer satisfaction metrics, such as Net Promoter Score (NPS) or Customer Satisfaction (CSAT) surveys, and implement strategies to improve ratings and loyalty
- Stay informed about industry trends, competitor activities, and best practices in customer service to continuously enhance skills and knowledge
Lead Teacher
Children and Families of Iowa
Des Moines, IA
06.2017 - 08.2022
- Planned and implemented activities for children infant to school age. • Communicated with parents daily regarding behaviors and activities
- of their children
- • Efficient & knowledgeable aboutprograms & tools such as
- GOLD,LAP-BK, ASQ/ASQ-SE
- • Attained exemplary relationshipswith co-workers, supervisors and
- parents through positive interactions
- • Implemented DHS and Early Head Start Standards daily within
- classroom practices and supervision
- • Attended trainings to continue learning and bettering teaching
- practice
- • Translated for bilingual families
Education
Bachelor of Early Childhood Care And Education -
Des Moines Area Community College
Ankeny, IA10-2018
Skills
- Bilingual
- Organized
- Efficient
- Adaptable
- Microsoft office
- Powerpoint
- Excel
Timeline
Costumer Concierge Advocate
United Healthcare Group
09.2022 - Current
Lead Teacher
Children and Families of Iowa
06.2017 - 08.2022
Bachelor of Early Childhood Care And Education -
Des Moines Area Community College