Monica Lares
East Rutherford,NJ
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
13
13
years of professional experience
Work History
Customer Service Specialist
Conduent
09.2020 - Current
- Answering high volume of incoming calls in busy, fast-paced global call center.
- Promoting superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answering customer telephone calls promptly to avoid on-hold wait times.
- Responding to customer requests for products, services, and company information.
- Participating in team meetings and training sessions to stay informed about product updates and changes.
- Achieving high satisfaction rating through proactive one-call resolutions of customer issues.
- Cross-trained and backed up other customer service managers.
- Promoting superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Assistant Manager
JM Physicians
02.2013 - 04.2019
- Assisted in physician credentialing, license renewal.
- Scheduled appointments , managed pre-certifications, and verified insurance coverage.
- Made practice more efficient through workflow improvements, detail-oriented process changes.
- Greeting patients, taking care of reception area, phones, faxes, messages, emails, scanning,
- Managed doctor's daily agenda.
- Collected payments, collected insurance info.
- Worked on insurance pre-certification for future procedures/tests.
- Kept track of office and medical supplies.
- Made appointments and referrals to other physicians .
- Opening and closing the practice.
- Processed payroll, bank deposits.
- Followed up with patients for future appointments.
- Managed all incoming and outgoing mail.
General Manager
Ft Lauderdale Gym
10.2011 - 02.2013
- Recruited, trained and supervised staff.
- Managed budgets.
- Enhanced profitability by organizing and delivering appropriate range of fitness activities and programs.
- Kept statistical and financial records.
- Ensured compliance with health and safety legislation.
- Maintained customer service standards.
- Managed marketing and promotions.
- Dealt with enquiries, complaints and emergencies.
Uplyte LLC
Administrative Assistant
10.2010 - 10.2011
- Provided administrative/secretarial support for various departments such as answering telephones, assisting visitors and resolving administrative problems and inquiries.
- Scheduled and coordinated meetings, interviews, appointments, events and other similar activities for supervisors, which also include travel arrangements.
- Organized, sorted and assigned mail distribution for all employees
- Prepared and assembled media kits for marketing and public relations departments.
- Established,, maintained, and updated files, databases, records, and other documents.
- Office errands.
Education
High School Diploma -
La Merced High School
Caracas, Venezuela Skills
- Good Communication Skills
- High-Volume Call Environments
- Telephone Etiquette
- Excellent Written and Oral Communication
- Ability to Work Independently
- Calm and Professional Under Pressure
- Administrative and Office Support
- Customer Service and Assistance
Languages
English
Spanish
Timeline
Customer Service Specialist
Conduent
09.2020 - Current
Assistant Manager
JM Physicians
02.2013 - 04.2019
General Manager
Ft Lauderdale Gym
10.2011 - 02.2013
Uplyte LLC
Administrative Assistant
10.2010 - 10.2011
High School Diploma -
La Merced High School