Monserrath G. Flores
Cudahy,CA
Summary
Dedicated and results-oriented professional with a proven track record of thriving in stressful environments, delivering exceptional client service, and effectively multitasking in fast-paced settings. Fluent in both spoken and written English and Spanish, with a keen ability to communicate with empathy and patience. Skilled in handling financial transactions, resolving issues, and making sound decisions under pressure. Demonstrates strong problem-solving capabilities, critical thinking, and the capacity to draw valid conclusions. Adaptable and proactive, able to excel in ambiguous situations while maintaining a high standard of work quality. Adept at identifying and escalating issues professionally. Excel in teamwork and possess exceptional interpersonal skills. Proficient in Microsoft Office Suite and experienced in utilizing technology to streamline processes. Committed to building and maintaining strong client relationships to enhance their lives and achieve mutual success.
Overview
3
3
years of professional experience
Work History
Customer Care Representative
Acuity Eye Group
09.2021 - 06.2023
- Assisted call-in customers with questions.
- Navigated multiple computer systems and applications to find information.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintains strict compliance with State, Federal and other regulations (e.g., OSHA, WC, HIPAA, ADA, FEHA, DOL, HR policies and practices).
Dispatcher, Supervisor
PRC Perez Reconstruction Company
04.2021 - 09.2021
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Maintained updated and detailed records of calls in physical and electronic database.
- Directed dispatching, routing, and tracking of fleet vehicles.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Sent out drivers to assist hourly callers based on locations, needs and worker availability.
IT Technician Assistant, Supervisor
Fashion Nova, Geo
03.2020 - 06.2020
- Interacted with end users to directly address surfaced issues and reach quick resolutions.
- Inspected components, tested wiring and diagnosed system faults.
- Provided technological systems troubleshooting to maintain performance levels.
- Maintained detailed and current records on customers, orders and assignments.
- Handled service requests, tracking and prioritizing issues based on level of need to streamline problem resolution.
Education
High School Diploma -
Maywood Academy High School
Maywood, CA06.2016
Skills
- Bilingual: Fluent in both spoken and written Spanish and English, facilitating effective communication with diverse individuals
- Exceptional phone etiquette, demonstrating patience and empathy while speaking to patients or clients
- Strong critical thinking skills, able to draw valid conclusions, exercise sound judgment, and make decisions under pressure
- Effective multitasking abilities, thriving in fast-paced and sometimes ambiguous environments while maintaining a high quality of work
- Proactive problem-solving skills, promptly identifying and escalating issues in a professional manner
- Strong organizational skills, ensuring efficient task management and prioritization
- Excellent attention to detail, consistently delivering accurate and precise work
- Outstanding interpersonal skills, fostering positive relationships with colleagues and clients
- Strong adaptability, quickly adjusting to new situations and technologies
- Exceptional customer service skills, providing a positive experience for clients or customers
Timeline
Customer Care Representative
Acuity Eye Group
09.2021 - 06.2023
Dispatcher, Supervisor
PRC Perez Reconstruction Company
04.2021 - 09.2021
IT Technician Assistant, Supervisor
Fashion Nova, Geo
03.2020 - 06.2020
High School Diploma -
Maywood Academy High School