Monica Otero
Tempe,AZ
Summary
Dynamic and results-oriented professional with extensive experience in customer service and sales, notably at 930 Ventures. Excelled in customer engagement and relations, enhancing retention through strategic service solutions. Demonstrated exceptional communication and empathy, alongside proficient computer skills. Proven track record in improving customer satisfaction and efficiently resolving complex issues, contributing to significant company achievements.
Overview
11
11
years of professional experience
Work History
Customer Sales Representative
930 Ventures
Mesa, AZ
02.2019 - Current
- Provided excellent customer service to subscribers.
- Provided customer service assistance when required.
- Provided customer service and resolved customer complaints.
- Provided customer service to ensure satisfaction.
- Addressed customer service issues in a timely manner while demonstrating excellent customer service skills.
- Provided friendly customer service to all shoppers.
- Answered inbound calls, chats and emails to facilitate customer service.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Strengthened customer retention by offering discount options.
Customer Service Representative
24/7 Intouch
Mesa, AZ
10.2018 - 01.2019
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries via phone, email, and chat.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Clerk
Palo Verde Hospital
Blythe, CA
09.2013 - 08.2018
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Greeted incoming patients and their families in a professional manner.
- Reviewed charts for accuracy before submitting them for billing purposes.
- Answered phone calls promptly and directed inquiries to appropriate personnel or departments.
- Communicated with physicians, nurses, social workers, case managers. to coordinate admission process.
- Performed data entry to ensure accurate patient information was entered into the system.
- Processed admission paperwork, including consent forms and health records.
- Responded to requests from doctors, nurses or other staff members in a timely manner.
- Verified patient information, including insurance coverage and medical history.
- Coordinated admissions with other departments such as laboratory services, radiology.
- Communicated with patients with compassion while keeping medical information private.
- Performed general office duties such as photocopying documents, faxing records and ordering supplies.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Answered telephones and directed calls to appropriate medical or administrative staff.
Education
High School Diploma -
Palo Verde High School
Blythe CA06-1996
Skills
- Customer engagement
- Customer relations
- Customer service
- Communication
- Empathy and patience
- Call handling expertise
- Strong work ethic
- Policy adherence
- Merchandise upselling
- Inbound and outbound calling
- Call center experience
- Following scripts
- Flexible and adaptable
- Critical thinking
- Friendly, positive attitude
- Computer skills
Timeline
Customer Sales Representative
930 Ventures
02.2019 - Current
Customer Service Representative
24/7 Intouch
10.2018 - 01.2019
Clerk
Palo Verde Hospital
09.2013 - 08.2018
High School Diploma -
Palo Verde High School
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