Monica Osuna
Nuevo,California
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
10
10
years of professional experience
Work History
Call Center Agent
Foundation For California Community Colleges
Remote, CA
01.2022 - Current
- Delivered exceptional customer service to every customer by leveraging extensive knowledge and creating a welcoming positive experience.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Sr. Pharmacy Technician
OptumRx by United Healthcare
Cypress, California
11.2017 - 10.2020
- Input all patient data regarding claims and prior authorizations into system accurately.
- Managed large volume of prior authorizations on daily basis.
Assistant Manager
Spirit Halloween
Lake Elsinore, CA
08.2017 - 11.2018
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
Manager
McDonald's
Lake Elsinore, California
07.2012 - 07.2016
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Pharmacy Technician
CVS Pharmacy
Canyon Hills, CA
03.2014 - 07.2015
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
Education
High School Diploma -
Elsinore High School
Lake Elsinore, CACA Pharmacy Technician License -
American Career College
Skills
- Customer support
- Documentation and reporting
- Performance improvement
- Logging call information
- Typing 50 wpm
- Quality assurance
- Staff Management
- Strategic planning
- Proficient in 8x8, Salesforce, Twilio
- Inventory management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Call Center Agent
Foundation For California Community Colleges
01.2022 - Current
Sr. Pharmacy Technician
OptumRx by United Healthcare
11.2017 - 10.2020
Assistant Manager
Spirit Halloween
08.2017 - 11.2018
Pharmacy Technician
CVS Pharmacy
03.2014 - 07.2015
Manager
McDonald's
07.2012 - 07.2016
High School Diploma -
Elsinore High School
CA Pharmacy Technician License -
American Career College
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