MONICA URDIALES
Calumet City,IL
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Reliable Customer Service Representative with extensive track record in demanding. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
13
13
years of professional experience
Work History
Lead Ophthalmic Technician & Call Center
Midwest Eye Center
01.2021 - Current
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks
- Provided exceptional customer service through effective telephone communication and follow-ups
- Balanced customer schedules, employee availability and maximum load levels while scheduling appointments
- Trained new technicians on standard operating procedures, ensuring consistency across the team.
- Input patient information and exam findings into electronic medical records system to facilitate accurate record-keeping.
- Provided patients with detailed instructions for pre- and post-op care under physician supervision to promote healing and optimal recovery strategies.
- Improved patient flow in clinic by efficiently pre-testing patients, including visual acuity and pressure tests.
Bartender/ Dual Rate Supervisor
Horseshoe Casino
01.2012 - Current
- Followed alcohol awareness procedures for preventing intoxication and handling intoxicated guests
- Prepared cocktails from bar recipes and served wine, draft and bottled beer
- Planned and coordinated special events to boost customer numbers and profits
- Operated cash register and Point of Sale (POS) system for transactions and made proper change for cash
- Served high customer volumes during special events, nights, and weekends.
Education
High School Diploma -
Kennedy King College
Chicago, IL06.2012
Associate Of Business Administration -
Kennedy King
Chicago, IL05.2010
Skills
- POS Systems and Ordering Platforms
- Customer Service
- Courteous with Strong Service Mindset
- Resolving Issues
- Interpersonal Skills
- Inbound Phone Call Management
- Call Center Representative
- Visual field testing
- Surgical assisting
- Chart documentation
Timeline
Lead Ophthalmic Technician & Call Center
Midwest Eye Center
01.2021 - Current
Bartender/ Dual Rate Supervisor
Horseshoe Casino
01.2012 - Current
High School Diploma -
Kennedy King College
Associate Of Business Administration -
Kennedy King
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