Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Timeline
Generic

Monica Naranjo

Hackensack,NJ

Summary

Results-driven customer service professional with a strong record of enhancing satisfaction and retention at T-Mobile through effective complaint resolution and performance optimization. Expertise in problem-solving and multitasking within fast-paced environments, coupled with a proven ability to improve operational efficiency. Proficient in Microsoft applications and recognized for superior organizational skills. Career aspirations include leveraging these competencies to drive further improvements in customer experience and operational success.

Overview

11
11
years of professional experience

Work History

Mobile Expert

T-Mobile
Teterboro, NJ
11.2023 - Current
  • Provided customer service and technical support for mobile devices, tablets, and other wireless products.
  • Assisted customers in setting up new devices and transferring data from old to new devices.
  • Demonstrated the use of various applications on mobile devices such as email, messaging, music, photos.
  • Configured device settings including Wi-Fi networks, Bluetooth connections, email accounts.
  • Conducted product demonstrations to customers in store or remotely via video chat or phone call.
  • Diagnosed software issues on mobile devices using troubleshooting techniques.
  • Tested mobile device hardware components such as cameras, displays, speakers and buttons for defects.
  • Installed firmware updates on mobile phones to ensure they are running the latest version of the operating system.
  • Educated customers about their device's features and how to maximize its potential usage for productivity or entertainment purposes.
  • Resolved customer complaints regarding their mobile device experience in a timely manner.
  • Maintained inventory of all product accessories including chargers and cases that were available for purchase in store or online.
  • Recommended additional accessories or services that would complement the customer's device experience.
  • Tracked sales trends within the industry to stay informed about the newest technologies and products available.
  • Advised customers on which model best suits their needs based on budget constraints and desired features.
  • Ensured compliance with company policies related to customer service standards when dealing with inquiries or complaints.
  • Provided guidance on how best to secure personal information stored on a user's device through security measures such as password protection.
  • Maintained knowledge of sales and promotions, return policies and security practices.
  • Greeted customers to determine wants or needs.
  • Answered store and merchandise questions and led customers to wanted items.

Shift Supervisor

Starbucks
Edgewater, NJ
06.2015 - 08.2023
  • Delivered hands-on training to newly hired personnel.
  • Ensured all safety and sanitation regulations were met throughout the shift.
  • Conducted weekly inventory of supplies, equipment, and food items.
  • Monitored staff performance to ensure quality standards were met.
  • Assigned tasks to team members based on their strengths and skill sets.
  • Resolved customer complaints in a timely manner.
  • Maintained accurate records of daily transactions and deposits.
  • Developed strategies for improving operational efficiency and customer service levels.
  • Coordinated with other departments to ensure smooth workflow between shifts.
  • Communicated clearly with employees regarding job duties, expectations, and policies.
  • Performed cash handling duties such as counting money, balancing registers, and preparing bank deposits.
  • Collaborated with management to plan special events or promotions.
  • Served as a role model for other employees by demonstrating professional behavior at all times.
  • Provided feedback to employees regarding their performance in order to improve productivity.
  • Addressed any issues that arose during the shift in a proactive manner.
  • Assisted customers with product selection when needed.
  • Enforced company policies fairly while maintaining an open door policy for staff concerns.
  • Completed opening and closing duties to facilitate business operations.
  • Assisted upper management with daily operations to meet standards of service and quality.
  • Resolved customer complaints and reported issues to senior management.
  • Collaborated with team members to improve performance and implement training updates.
  • Coordinated shift workers for inventory receiving, auditing and restocking.
  • Reinforced rules to promote superior employee performance.

Dental Receptionist

Smile Dental Astoria
Flushing, NY
01.2014 - 12.2015
  • Greeted patients, provided them with necessary paperwork, and verified insurance information.
  • Answered incoming calls, scheduled appointments, and confirmed patient visits.
  • Maintained accurate records of patient treatment plans, medical histories, and financial transactions.
  • Collected payments from patients in accordance with established policies and procedures.
  • Provided assistance to dentists during dental treatments and procedures as needed.
  • Assisted in the maintenance of dental equipment and supplies inventory.
  • Performed administrative tasks such as filing documents, preparing reports, ordering supplies.
  • Created a welcoming environment for patients by providing exceptional customer service at all times.
  • Responded to inquiries from patients regarding their accounts or dental services offered.
  • Coordinated with other healthcare professionals to ensure efficient office operations.
  • Managed front desk operations including scheduling appointments, collecting payments.
  • Prepared correspondence letters for insurance companies related to claims processing.
  • Verified patient's eligibility for benefits under various insurance plans.
  • Ensured that all HIPAA regulations were followed while handling confidential patient information.
  • Monitored supply levels within the office and ordered new materials as needed.
  • Organized patient charts prior to each appointment in order to save time during check-in process.
  • Provided support with front office duties such as photocopying documents or scanning files.
  • Assisted in maintaining a clean reception area by tidying up furniture or vacuuming carpets regularly.
  • Verified, updated and entered patient information into system.
  • Answered and managed incoming calls and emails.
  • Demonstrated proficiencies in telephone, e-mail, fax, and front-desk reception within high-volume environment.
  • Maintained master calendar and scheduled new appointments based on provider availability.

Education

High School Diploma -

Memorial High School
West New York, NJ
06-2005

Skills

  • Performance optimization strategies
  • Manage inventory
  • Complaint Handling
  • Microsoft applications proficiency
  • Product presentation
  • Organization
  • Problem-solving abilities
  • Professionalism
  • Telephone Etiquette
  • Problem-solving aptitude
  • Multitasking
  • Reliability
  • Money Management
  • Operate cash registers
  • Time management abilities
  • Customer Retention
  • Adaptability
  • Point of sale systems
  • Multitasking Abilities
  • Sales floor organization

Affiliations

  • Volunteer with the We Love U foundation whose purpose is to help the community through clean ups, food drives, and donations to those in need.

Languages

Spanish
Professional

Timeline

Mobile Expert

T-Mobile
11.2023 - Current

Shift Supervisor

Starbucks
06.2015 - 08.2023

Dental Receptionist

Smile Dental Astoria
01.2014 - 12.2015

High School Diploma -

Memorial High School

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Monica Naranjo