Hi, I’m
Valeria Mendes
Buckeye,AZ
Summary
Experienced customer service professional with a decade of expertise in delivering exceptional customer support. Proven track record of resolving inquiries, addressing issues, and ensuring customer satisfaction. Skilled in effective communication, problem-solving, and maintaining positive client relationships. Adept at utilizing various customer service platforms and committed to delivering high-quality service to meet and exceed customer expectations.
Overview
10
years of professional experience
Work History
Amazon Central Ops
Logistics Specialist
12.2022 - 09.2023
Job overview
- Supported new initiatives for various Central Operations teams by proactively connecting with internal and external stakeholders.
- Communicated effectively with stakeholders via email and phone on a daily basis, ensuring smooth information flow and collaboration.
- Assisted in various onboarding tasks for Delivery Service Partner (DSP) fleet, Delivery Station, and Central Operations teams.
- Tracked and reported task and project performance accurately, ensuring successful outcomes.
- Provided solutions to new problems using independent judgment and collaborated with peers to enhance problem-solving capabilities.
- Identified and communicated technical issues effectively, fostering a proactive approach to issue resolution.
Amazon Gyr2
Process Assistant (Supervisor)
05.2021 - 12.2022
Job overview
- Served as an associate resource on the floor, conducting training sessions, and verifying adherence to Standard Operating Procedures (SOP).
- Monitored and provided feedback on associate performance, contributing to the successful performance of the area.
- Actively participated in Operational Excellence initiatives, implementing improvements to enhance overall efficiency.
- Filled in as needed for production duties, demonstrating flexibility and a hands-on approach to meet production goals.
- Maintained a comprehensive understanding of workflow and daily production goals, facilitating smooth operations.
- Played a key role in keeping the work area clean and organized, promoting a safe and efficient working environment.
- Identified and addressed safety hazards within the work area, implementing corrective actions promptly.
- Coached associates to prioritize safety at all times, actively participating in safety initiatives.
Alliance Rx Walgreen's Prime
Patient Care Coordinator
08.2019 - 05.2021
Job overview
- Provided exceptional customer service to internal and external customers, consistently meeting quality standards for services and ensuring high levels of customer satisfaction.
- Utilized basic knowledge and skills with MS Windows, MS Office Suite, and similar operating/software programs to streamline processes and enhance efficiency.
- Received inbound calls from patients or physician’s offices regarding orders for medications, pharmacy services, and any other non-clinical inquiries.
- Recorded and processed orders and/or inquiries received by fax, mail, telephone, and/or through patient direct contact.
- Delivered timely responses to patients' non-clinical inquiries through inbound service center channels, maintaining service and quality standards.
- De-escalated situations involving dissatisfied patients, offering assistance and support with empathy and compassion.
- Escalated calls to clinicians, insurance verification teams, specialized teams, and support teams as required.
- Operated effectively in a fast-paced, deadline-driven environment, demonstrating strong attention to detail and multitasking capabilities.
Education
Maryvale High SchoolPhoenix, AZ
High School Diploma
05.2017
Skills
- Bilingual
- Microsoft Office
- Management
- Process Improvement
- Building Rapport
- Computer skills
- Analysis skills
- Customer service
- Information Security
- Quality Assurance
- Call Management
- De-Escalation Techniques
Personal Information
- Title: Customer service professional
- Work Permit: Authorized to work in the US for any employer
Timeline
Logistics Specialist
Amazon Central Ops
12.2022 - 09.2023
Process Assistant (Supervisor)
Amazon Gyr2
05.2021 - 12.2022
Patient Care Coordinator
Alliance Rx Walgreen's Prime
08.2019 - 05.2021
Maryvale High School
High School Diploma
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