Summary
Overview
Work History
Education
Skills
Languages
Timeline
background-images
Sandy Munoz

Sandy Munoz

Summary

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

18
18
years of professional experience

Work History

Sr Customer Care Representative

Alight Solutions LLC
04.2022 - Current
  • Assisted customers with inquiries, providing accurate information and support to enhance satisfaction.
  • Resolved customer issues efficiently, utilizing problem-solving skills to ensure timely solutions.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
  • Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
  • Collaborated with team members to improve service processes and enhance overall efficiency.
  • Coordinated with cross-functional teams to streamline processes and enhance service delivery.
  • Trained and mentored new representatives, fostering a collaborative team environment.
  • Developed and implemented training materials, enhancing onboarding experiences for new hires.
  • Resolved customer service issues using company processes and policies and provided updates to customers.

HR Specialist II

AbbVie
05.2021 - 04.2022
  • Facilitated employee onboarding process, ensuring a smooth transition for new hires.
  • Managed employee records and maintained HR databases for accuracy and compliance.
  • Developed and implemented training programs to enhance staff performance and engagement.
  • Collaborated with management to address employee relations issues effectively.
  • Supported benefits administration, resolving employee inquiries regarding policies and enrollment procedures.
  • Fielded employee inquiries related to insurance, pension plan, vacation, sick leave and employee assistance.
  • Facilitated training sessions for new staff, promoting skills development and knowledge retention.
  • Managed multiple projects simultaneously, ensuring timely completion within established guidelines.
  • Provided training to new staff on payroll procedures and system usage.
  • Assisted employees with inquiries regarding their paychecks, deductions, and other related issues, providing clear and concise communication.
  • Provided customer service to employees regarding payroll inquiries and issues.

Customer Care Client Specialist

Alight Solutions LLC
02.2018 - 05.2021
  • Facilitated client onboarding processes, ensuring seamless integration and satisfaction with services provided.
  • Managed communication between clients and internal teams, addressing inquiries and resolving issues efficiently.
  • Developed training materials for clients, enhancing understanding of software tools and available resources.
  • Analyzed client feedback to identify improvement areas, driving enhancements in service delivery standards.
  • Collaborated with cross-functional teams to implement strategic solutions that align with client objectives and needs.
  • Conducted regular reviews of service performance metrics, providing insights for data-driven decision-making and strategy adjustments.
  • Conducted case management activities and services with multidisciplinary team.

Sr Customer Care Representative

Alight Solutions LLC
02.2013 - 02.2018
  • Managed multiple customer accounts, maintaining accuracy in information and service delivery.
  • Resolved customer inquiries efficiently, ensuring high satisfaction levels through effective communication.
  • Analyzed customer feedback to identify trends and recommend improvements in service protocols.
  • Assisted in implementing new software tools, improving tracking of customer interactions and inquiries.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Customer Service Representative

Aon Hewitt
09.2012 - 02.2013
  • Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
  • Managed high-volume call traffic, maintaining composure under pressure.
  • Analyzed customer feedback to identify trends and recommend improvements.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.

Call Center Team Lead

CashNetUSA
09.2009 - 12.2011
  • Led team of 15 agents, ensuring adherence to quality standards and performance metrics.
  • Developed training programs that increased team efficiency and enhanced customer service skills.
  • Implemented process improvements that reduced average handling time by streamlining workflows.
  • Conducted regular performance reviews, providing constructive feedback to enhance agent development.
  • Analyzed call center data to identify trends, implementing strategies to address common issues.
  • Responded to team support questions quickly to maintain call center efficiency.
  • Handled advanced issues with calm, knowledgeable and professional approach.
  • Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
  • Evaluated individual agent performance regularly, identifying areas for improvement and creating targeted action plans accordingly.
  • Maintained open lines of communication with upper management, providing regular updates on team progress and challenges faced.

Customer Service Representative

LTD Commodities
09.2007 - 01.2009
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Addressed customer account discrepancies and concerns.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Detailed payment options and explained price, receipt and billing details to customers.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.

Education

High School Diploma -

Waukegan High School
Waukegan, IL

Skills

  • Exceptional communication
  • Call center experience
  • Coaching and mentoring
  • Time sheet review
  • Payroll administration experience
  • Critical thinking
  • Dependable and responsible
  • Workday security
  • Human resources
  • Benefits administration
  • Data entry skills
  • Customer service background
  • Reporting and documentation
  • Active listening

Languages

English
Full Professional
Spanish
Native or Bilingual

Timeline

Sr Customer Care Representative

Alight Solutions LLC
04.2022 - Current

HR Specialist II

AbbVie
05.2021 - 04.2022

Customer Care Client Specialist

Alight Solutions LLC
02.2018 - 05.2021

Sr Customer Care Representative

Alight Solutions LLC
02.2013 - 02.2018

Customer Service Representative

Aon Hewitt
09.2012 - 02.2013

Call Center Team Lead

CashNetUSA
09.2009 - 12.2011

Customer Service Representative

LTD Commodities
09.2007 - 01.2009

High School Diploma -

Waukegan High School

Similar Profiles

CREATE PROFILE