Monica Lobaina
Summary
Devoted and highly versatile professional with more than 20 years of progressive experience in customer service with an extensive background in competitive industries. Possessing efficient bilingual reading, writing, and excellent fluent communication skills as well as an exceptional ability to work well within team environments, and providing a profound ability to address customer concerns.
Overview
28
28
years of professional experience
Work History
Bilingual Customer Service Representative
Maximus
Miami, FL
01.2024 - Current
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Met all call quality standards and daily quotas for first-call resolution.
- Utilized Spanish/English proficiency to build relationships with Spanish/English-speaking customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Translated documents, forms and other materials from English to Spanish.
- Utilized Spanish/English proficiency to build relationships with Spanish/English-speaking customers.
Case Management Assistant/Customer Service Representative
Monat Global Inc.
Doral, FL
08.2018 - 05.2023
- Enhanced customer care by efficiently coordinating case management processes and collaborating with healthcare professionals.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Streamlined service delivery for patients by organizing and maintaining accurate case records and documentation.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Enhanced client outcomes by developing comprehensive case plans tailored to individual needs.
- Streamlined communication with interdisciplinary team members for effective case coordination and improved client satisfaction.
Customer Experience Manager
Altria Numark
Miami, FL
03.2016 - 09.2017
- Enhanced customer satisfaction by implementing a streamlined feedback system.
- Increased employee retention through effective training and mentorship programs.
- Reduced response time to customer inquiries by optimizing support channels.
- Developed personalized solutions for customers, resulting in increased loyalty and repeat business.
Business Manager
Nordstrom
Aventura, FL
09.2013 - 02.2015
- Streamlined business processes by implementing new project management tools and techniques.
- Increased overall team productivity by fostering a positive work environment and providing effective leadership.
- Developed strategic partnerships with key stakeholders, leading to significant growth opportunities for the company.
- Managed cross-functional teams, ensuring timely completion of projects within budget constraints.
- Achieved exceptional skills and implemented knowledge of sales and team management.
- In depth ability to multitask and manage multiple projects in a fast paced competitive atmosphere due to years of experience in retail sales as well as administration.
Lancome Beauty Advisor
Macys Department Store
Hialeah, FL
04.1997 - 11.2011
- Enhanced customer satisfaction by providing personalized beauty consultations and recommending suitable products.
- Increased sales revenue by effectively upselling and cross-selling beauty items based on client needs.
- Strengthened brand loyalty through exceptional customer service and attentiveness to individual preferences.
- Maintained an organized and visually appealing product display, resulting in increased customer interest and engagement.
- Collaborated with team members to achieve monthly sales targets and ensure smooth store operations.
- Expanded clientele base by building strong relationships with customers through attentive listening and genuine care for their concerns.
Education
High School Diploma -
American Academy of Pinecrest
Pinecrest,FlSkills
- Organizational Skills
- Time Management
- Client Assessment
- Team Collaboration
- Consultative Sales
- Report Generation
- Paperwork Processing
- Appointment Scheduling
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Bilingual Customer Service Representative
Maximus
01.2024 - Current
Case Management Assistant/Customer Service Representative
Monat Global Inc.
08.2018 - 05.2023
Customer Experience Manager
Altria Numark
03.2016 - 09.2017
Business Manager
Nordstrom
09.2013 - 02.2015
Lancome Beauty Advisor
Macys Department Store
04.1997 - 11.2011
High School Diploma -
American Academy of Pinecrest
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