Aniece Monsibais
Summary
Dedicated Customer Service Specialist with well over 18 years providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Hardworking Receptionist/Customer Service Representative accustomed to fast-paced call center environments.
Quickly and effectively understands, documents and resolves customer concerns, well-versed in sales and customer service standards and best practices.
Reliable. Strong communicator and problem solver working effectively and productively with diverse customers and individual needs.
known for having great organizational skills.
Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued. Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated Customer Service professional with proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach.
Overview
17
17
years of professional experience
Work History
Optical Sales Associate
Americas Best Contacts And Eyeglasses
01.2022 - 09.2022
- Answered telephone calls to schedule eye exams and answer pre-screening questions or inquiries.
- Recommended specific frames, lenses and lens coatings to suit client needs.
- Explained benefits and features of available current eyewear to meet patient needs and preferences.
- Listened to customer needs and desires to identify and recommend optimal products.
- Delivered energetic responses to customers in-store and by telephone, going above and beyond to serve needs.
- Maintained up-to-date knowledge of store sales, payment policies and security standards.
- Developed strong rapport with customers and created positive impression of business.
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Used in-store system to locate inventory and place special orders for customers.
- Built customer loyalty and retention by delivering excellent shopping experiences.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Recommended complementary purchases to customers, increasing revenue.
- Conducted product demonstrations to highlight features and redirect objections to positive aspects.
Receptionist/Customer Service Representative
Courtesy Volvo Of Scottsdale
10.2020 - 12.2021
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
- Managed multiple tasks and met time-sensitive deadlines.
- Answered central telephone system and directed calls accordingly.
- Assisted with onboarding new clients and securing paperwork completion.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Organized, maintained and updated information in computer databases.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Handled assignments independently with good judgement and critical thinking skills.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Maintained confidentiality of information regarding clients and company.
Service Ambassador/CSR Call Center
Bloomingdale's
05.2019 - 03.2020
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Documented problems and corrective actions to maintain records.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Addressed customer account discrepancies and concerns.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained and managed customer files and databases.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion, and access to services.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promptly responded to inquiries and requests from prospective customers.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Investigated and resolved client concerns.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Greeted customers warmly and pleasantly answered inquiries.
- Established and maintained positive relationships with customers.
- Maintained knowledge of current promotions and product features.
- Assisted customers with product selection based on individual needs and preferences.
- Engaged customers to communicate key product features.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Examined service history and provided initial inspection of vehicle to identify issues.
- Maintained clean, organized and professional work environment.
Players Club Representative
Konocti Vista Casino
08.2018 - 03.2019
- Developed one-on-one relationships with premium players and provided exceptional guest service to cultivate and maintain VIP relationships.
- Achieved goals and objectives for phone calls, e-mails and letters mailed to current, inactive and prospective high-end players for increased casino revenue.
- Maintained and developed positive, friendly relationships with gaming customers by assisting guests with VIP requests and amenities and issuing comps.
- Maintained detailed familiarity with high-value players and guests of casino and researched and identified most valuable players and guests in distinctive time frames.
- Planned and executed promotions and VIP events, tournaments and other special functions to develop and maintain guest loyalty and incremental visitation.
- Informed guests of events and promotions by assisting marketing department with updating Facebook, Twitter and Foursquare social media pages.
- Maintained customer loyalty to casino with expert and immediate handling of complaints.
- Satisfied VIP clients with complimentary benefits to encourage continued gameplay.
- Monitored gaming operations continuously to check on dealers and players.
- Stayed current on games offered at establishment, as well as ever-changing techniques used by cheaters.
- Addressed customer behavior or complaints head-on to maintain smooth and professional operations.
- Monitored expenses, budgets and accounts to identify discrepancies.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Medical Receptionist
Lake County Tribal Health
02.2006 - 11.2011
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Transcribed phone messages and relayed to appropriate personnel.
- Completed patient referrals to other medical specialists.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Processed medical insurance claims and payments.
- Prepared and processed patient referrals and transfer requests.
- Conducted patient intake interviews, recording and documenting relevant information.
Education
High School Diploma -
Kelseyville High School
Kelseyville, CA06.1991
Skills
- Multitasking Abilities
- Active Listening
- Interpersonal Skills
- Prescription Interpretation
- Conflict Resolution
- Attention to Detail
- Empathy and Compassion
- Time Management
- Insurance Processing
- Decision Making
- Customer Service
- Sales Expertise
- Computer Proficiency
- Teamwork Orientation
- Goal Oriented
- Adaptability and Flexibility
- Problem Solving
- Order Tracking
- Retail Merchandising
- Product Knowledge
- Customer Assistance
- Building Customer Loyalty
- Product and Service Sales
- Relationship Building
- Friendly and Helpful
- Honest and Dependable
- Strong Communication and Interpersonal Skills
- Repair Cost Estimation
- Reliable and Responsible
- Creative Thinking
- Excellent Written and Verbal Communication
- Dispute Mediation
Timeline
Optical Sales Associate
Americas Best Contacts And Eyeglasses
01.2022 - 09.2022
Receptionist/Customer Service Representative
Courtesy Volvo Of Scottsdale
10.2020 - 12.2021
Service Ambassador/CSR Call Center
Bloomingdale's
05.2019 - 03.2020
Players Club Representative
Konocti Vista Casino
08.2018 - 03.2019
Medical Receptionist
Lake County Tribal Health
02.2006 - 11.2011
High School Diploma -
Kelseyville High School