Patricia Muñoz
Overview
5
5
years of professional experience
Work History
Liquid Profiling Specialist
Caris Life Sciences
04.2024 - Current
- Review and triage incoming Liquid Profiling cases, following established SOPs within DOT, while collaborating with cross-functional teams to resolve internal and external inquiries.
- Facilitate Liquid Profiling training sessions both virtually and in-person, covering essential components such as shipper kits, requisitions, and patient consent forms, ensuring a comprehensive understanding among new and existing employees.
- Address client and patient escalations with professionalism and empathy, and represent Caris in communications with Mobile Phlebotomy vendors, ensuring service excellence and prompt resolution.
- Conduct quality checks on missing or incomplete documentation, ensuring all necessary reports and forms are submitted for case activation, while continuously identifying opportunities for process and quality improvements.
- Serve as a Subject Matter Expert (SME) on Liquid Profiling nonconformance, backdoor cases, and vendor-related tracking, providing recommendations and supporting research to senior management and internal teams for process optimization.
Customer Experience Agent
Whatnot lnc
Phoenix, Arizona
09.2023 - 02.2024
- Provided exceptional customer support as part of the Customer Experience team, focused on enhancing user satisfaction and resolving issues promptly.
- Interacted with buyers and sellers with a customer-first attitude, ensuring a positive experience throughout all interactions
- Successfully resolved various customer issues related to payments, orders, shipments, technical issues, and general inquiries with a high level of quality and within defined timelines.
- Collaborated with cross-functional teams to troubleshoot, research, and resolve open questions, contributing to overall process improvement.
- Proactively sought opportunities to minimize repeat contacts and enhance the overall customer experience.
- Maintained a QA and CSAT score of 90-100% for the entirety of my contract
Merchant Success Associate-Onboarding Specialist
DoorDash
09.2021 - 11.2022
- Works closely with our highly valued unmanaged merchants within a 7 day period to successfully activate their business
- Schedule orientations with assigned prospect to provide a 1:1 education session with merchants
- Created an email sequence in outreach to educate merchants on the importance of menu optimization
- Use deductive questioning during introduction to customize their orientation to best fit their business needs and increase merchant retention
- Conducted proactive outreach to merchants close to churning to hold 1:1 meetings to resolve their questions and concerns
- Provide slack support and hold zoom sessions with newly hired peers during the ramping period to help with a smoother transition into the role.
Fraud Specialist
Fair Financial
07.2019 - 02.2021
- Cross collaborate with both internal and external partners in investigating potential fraud issues
- Identify changing fraud trends, document and report to appropriate department personnel in a timely manner to assist in the reduction of fraud loss
- Develop and present content and learning guides on current fraud trends and prospective programs to help mitigate fraud
- Understand critical processes in each department and formulate anti-fraud strategies to mitigate future risk
- Conduct independent investigations on a timely basis and present investigation findings for remediation of issues to senior management.
Skills
- Strong organizational and documentation skills
- Calendar Management
- Professional discretion
- Meticulous attention to detail
- Experience with Zendesk, Jira, Salesforce, Clear, Calendly, Outreach, Slack, Innovis, MS Office, Google Suite, Shippo, Sigma, Meet
- Ability to work in a fast-paced environment with minimal oversight
- Excellent verbal, written, and interpersonal communication skills
- Strong understanding of e-commerce and marketplace operations
- Startup experience
Timeline
Liquid Profiling Specialist
Caris Life Sciences
04.2024 - Current
Customer Experience Agent
Whatnot lnc
09.2023 - 02.2024
Merchant Success Associate-Onboarding Specialist
DoorDash
09.2021 - 11.2022
Fraud Specialist
Fair Financial
07.2019 - 02.2021
Similar Profiles
Arizona SmithArizona Smith
Supervisor, Competencies & Training at Caris Life SciencesSupervisor, Competencies & Training at Caris Life Sciences
Maria CissellMaria Cissell
Laboratory Operation Specalists at Caris Life SciencesLaboratory Operation Specalists at Caris Life Sciences
MORGAN SWEENEYMORGAN SWEENEY
Molecular Oncology Specialist at Caris Life SciencesMolecular Oncology Specialist at Caris Life Sciences
Gavin BerryGavin Berry
Laboratory Operations Specialist at Caris Life SciencesLaboratory Operations Specialist at Caris Life Sciences
Alexander SchlagAlexander Schlag
Liquid Application Specialist at Matt Verheyen PaintingLiquid Application Specialist at Matt Verheyen Painting