VALERIE MADORE
Avondale,AZ
Summary
Seasoned professional with a proven track record at Valor Global, adept in conflict resolution and employing active listening to enhance customer satisfaction. Excelled in multitasking across diverse roles, demonstrating critical thinking and empathy. Achieved a significant improvement in client service delivery through effective communication and attention to detail.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Valor Global
Phoenix, AZ
09.2021 - 11.2023
- Facilitated applications for Medical, Nutritional, and Cash Assistance.
- Accurately input data into the program using dual monitors.
- Conducted thorough research of various programs to address inquiries effectively.
- Informed customers about incomplete application details.
- Recorded customer interaction call details according to company policy.
- Handled challenging customer interactions with poise.
- Maintained HIPAA compliance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Program Services Evaluator II
UL State of Arizona
Phoenix, AZ
07.2020 - 08.2021
- Company Overview: Economic Security
- Responsible for adjudicating claims for unemployment insurance.
- Interpreted and implemented program rules, policies, and procedures for eligibility determinations.
- Conducted customer interviews to gather necessary information.
- Employed dual monitors and various software for effective data entry.
- Facilitated substantiation of customer program adherence by conferring with private sector contacts.
- Handled confrontational customer interactions calmly.
- Reviewed and adjudicated claims.
- Managed multiple simultaneous projects within tight deadlines.
- Reviewed policies, procedures and practices related to program operations.
Direct Care Professional
All Valley Home Health Care
Phoenix, AZ
10.2015 - 01.2019
- Cooked meals, performed basic cleaning duties.
- Supported patient mobility by aiding in their transition to and from bed.
- Coordinated medical appointments and arranged transportation to clinics.
- Collected prescribed medications efficiently.
- Emphasized personal safety, health, and growth through individualized care.
- Supervised and helped with routine activities such as bathing, grooming.
- Established positive relationships with clients through active listening and empathy.
Security Guard
PRO EM PARTY AND EVENT RENTALS LLC
Phoenix, AZ
04.2016 - 04.2018
- Maintained security presence to prevent rule violations and crimes at commercial functions.
- Patrolled facilities to maintain safety and security.
- Delivered exceptional and respectful customer service.
- Inspected locations to detect any signs of security breaches.
- Enforced company policies and guidelines to maintain orderly operations
- Completed required shift logs and reports, highlighting routine activities, suspicious circumstances and critical incidents.
Direct Care Professional
Good Neighbor Assisted Living
Goodyear, AZ
10.2012 - 10.2015
- Carried out duties as at All Valley with emphasis on developmental disabilities.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Maintained accurate records of client care services provided according to agency standards.
- Monitored client behavior and documented any changes in condition or attitude.
- Transported clients to medical appointments and other activities as needed.
- Facilitated group activities to promote socialization among clients.
Customer Service Representative
Circle K
Avondale, AZ
07.2005 - 12.2010
- Expertly process payments at the register.
- Evaluated customer requirements and addressed queries.
- Consistently identified opportunities to increase sales.
- Handled the processing and issuance of money orders for customers.
- Ensured merchandise was systematically rotated and refilled.
- Facilitated employee skill enhancement through cross-training.
- Managed incoming inventory.
- Maintained vigilance to proactively prevent theft while delivering quality customer service.
Behavioral Health Technician Trainee
Arizona Health Care Contract Management Services, Inc
Phoenix, AZ
10.2001 - 01.2003
- Monitored clients dealing with mental and substance abuse challenges in residential environment.
- Ensures safety protocols are upheld consistently.
- Observed activities and progress while providing verbal reports highlighting unusual behavior to supervisor.
- Implemented redirection techniques to manage crisis.
- Ensure accurate documentation of daily client progress and performed services.
- Facilitated involvement in social and recreational activities.
- Assist in selecting and planning nutritious meals.
- Facilitated self-administration of medication.
- Influenced client behavior through effective communication and interaction.
- Escorted individuals to doctor's visits and local events.
- Safeguarded client records and ensured confidentiality.
Education
Certified Public Manage and Effective management of teams (employees) -
State of Arizona
Phoenix, AZEmergency Medical Technician - Emergency Medicine
Phoenix College
Phoenix, AZApplied science -
Phoenix College
Phoenix, AZVolunteer Firefighter - Training required to receive Fire Fighting and extraction techniques
Phoenix Fire Academy
PhoenixSkills
- Active Listening
- Attention to detail
- Critical thinking
- Medical terminology
- Conflict Resolution
- Empathy
- Verbal and written communication
- Call center experience
- Multitasking and organization
- Building rapport
- Problem resolution
Hobbies and Interests
Volunteer Firefighter - duties included dispatching
Timeline
Customer Service Representative
Valor Global
09.2021 - 11.2023
Program Services Evaluator II
UL State of Arizona
07.2020 - 08.2021
Security Guard
PRO EM PARTY AND EVENT RENTALS LLC
04.2016 - 04.2018
Direct Care Professional
All Valley Home Health Care
10.2015 - 01.2019
Direct Care Professional
Good Neighbor Assisted Living
10.2012 - 10.2015
Customer Service Representative
Circle K
07.2005 - 12.2010
Behavioral Health Technician Trainee
Arizona Health Care Contract Management Services, Inc
10.2001 - 01.2003
Certified Public Manage and Effective management of teams (employees) -
State of Arizona
Emergency Medical Technician - Emergency Medicine
Phoenix College
Applied science -
Phoenix College
Volunteer Firefighter - Training required to receive Fire Fighting and extraction techniques
Phoenix Fire Academy
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