Monica Garcia
Denver,CO
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
17
17
years of professional experience
Work History
Customer Service/Office Manager
Jama Old West
Denver , CO
2014.07 - 2022.11
- Provided customer service support to customers over the phone and in person.
- Coordinated daily operations of the customer service department, including staff scheduling and training.
- Managed escalated situations involving difficult customers through effective communication techniques.
- Handled Returns.
- Scheduled pick-ups through YRC, SAIA...
- Processed payments for credit card accounts
- Daily invoicing
- Prepared letters, deposits, reports, and check requirements
- Supervising and monitoring the work of staff
- Handled USPS incoming and outgoing mail
- Managed complaints and customer queries
Customer Resolution Specialist
SNI Companies
Denver , CO
2012.09 - 2013.03
- Developed strategies for improving the overall quality of the customer experience.
- Provided customer service and resolution to inquiries received via telephone, email, and web.
- Identified potential problems or areas of improvement in the customer experience process.
- Contact customers to pursue workout or other default resolution options using a web-based application to gather data regarding the customers financial status
- Review borrower's intent and ability to pay and inform customer of documents required for possible resolution
- Implement resolution of identified problems, including repayment agreement, loans, modifications, short pay offs and deeds in Lieu of foreclosure
Customer Service/Debt Collector
Highlands Companies
Highlands , CO
2009.05 - 2009.12
- Developed strategies for collecting overdue payments while preserving customer relationships.
- Performed regular reviews of assigned accounts to ensure compliance with company policies.
- Escalated unresolved disputes to legal counsel as necessary.
- Advised customers on methods of avoiding future delinquencies through budgeting techniques.
- Developed strategies to collect on past due accounts while maintaining customer relationships.
- Identified delinquent accounts and contacted debtors to negotiate payment terms.
- Conducted skip tracing to locate debtors who had changed address or employment status without notifying creditors.
- Explained the consequences of non-payment in a professional manner.
- Provided timely feedback on collection efforts to management.
Call Center Representative
Clinica Campesina
Denver , CO
2007.12 - 2008.03
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Attended regular training sessions on updates and changes within the industry or organization.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Performed follow up calls to confirm scheduled appointments.
- Inputted patient data into the electronic health record system.
- Provided clear instructions to patients regarding their upcoming visits.
- Answered incoming calls from potential new patients and existing patient inquiries.
- Generated daily reports on the number of booked, canceled, rescheduled appointments.
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Verified insurance information prior to appointment booking.
Bilingual Customer Service Representative
Affiliated Computer Services
Denver , CO
2006.01 - 2007.02
- Monitored incoming emails from customers seeking support or advice.
- Provided translation assistance for customers with limited English proficiency.
- Took ownership of each call by listening attentively to understand individual needs.
- Maintained a friendly yet professional demeanor during all interactions with customers.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about benefits and services.
- Greeted visitors and customers visiting the office, maintained appointments and visitor logs
- Responded to walk-in and telephone inquiries, assesses situation, and provided accurate information to the customer
- Responded to request for applications and helping complete applications for the program of Human Services
Education
GED -
CO-HSE
Denver, CO2024-07
Skills
- Confidentiality
- Billing and Invoicing
- File Management
- Scheduling appointments
- Schedule Management
- Staff Management
- Customer Service
- Human Resources Management
- Active Listening
- Multitasking
- Positive Attitude
- Employee Coaching and Mentoring
- Problem-Solving
- Team Leadership
- Scheduling and Coordinating
- Self Motivation
- Computer Skills
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Customer Service/Office Manager
Jama Old West
2014.07 - 2022.11
Customer Resolution Specialist
SNI Companies
2012.09 - 2013.03
Customer Service/Debt Collector
Highlands Companies
2009.05 - 2009.12
Call Center Representative
Clinica Campesina
2007.12 - 2008.03
Bilingual Customer Service Representative
Affiliated Computer Services
2006.01 - 2007.02
GED -
CO-HSE
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