Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Languages
Timeline
Generic

Vanessa Navarro

The Colony,TX

Summary

A customer-centric, results- driven, I process excellent interpersonal and problem- solving skills. I am confident and poised in interactions with individuals at all levels. Building cross- functional relationships and executing with excellence are my professional passions.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Field Engagment Chair

Peloton
Plano, TX
09.2020 - Current
  • Inspected damaged property during investigations.
  • Worked toward claim resolution by maintaining regulatory compliance and fair claims practices within authority.
  • Inspected damaged property to complete appropriate estimates and documentation.
  • Summarized claims in excess of authority and submitted to manager for approval.
  • Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.

People Support Specialist

Peloton
Plano, TX
09.2020 - Current
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Assisted members with all support needs.
  • Maintained record of daily individual activities, behaviors and pertinent incidents for patient analysis and assessment.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Configured hardware, devices and software to set up work stations for employees.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Increased sales by educating prospects on benefits of products and services in comparison to competitors.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Cultivated customer loyalty, promoted repeat business and improved sales.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Communicated with vendors regarding backorder availability, future inventory and special orders.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.
  • Maintained up-to-date knowledge of product and service changes.
  • Answered calls, emails and lice chats, addressing customer inquiries, solving problems and providing product information.

Front Office Team Leader

Mcquaid Vein Care
Frisco, TX
03.2018 - 09.2020
  • Drove sales and maximized revenue by up-selling rooms and amenities.
  • Assisted guests by displaying knowledge of hotel property, local attractions and hours of operation of hotel outlets and services.
  • Processed check-ins and check-outs, created reservations and processed special requests.
  • Motivated staff by setting goals, providing ongoing feedback and rewarding and recognizing employees.
  • Interviewed, hired, coached and developed front office associates.
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
  • Established and updated work schedules to account for changing staff levels and expected workloads.
  • Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to office manager.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Mentored office employees on proper administrative procedures and how to use programs, keeping operations consistent and efficient for maximum performance.
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
  • Organized spaces, materials and catering support for internal and client-focused meetings.
  • Arranged corporate and office conferences for company employees and guests.
  • Developed and implemented office management procedures to increasing training team productivity and accuracy.
  • Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Recruited, hired, trained and supervised staff of 22 and implemented mentoring program that offered positive employee engagement.
  • Integrated logistic systems into company processes to improve operations and manage work orders and price changes.

Software Support Specialist

Bio-Rad
Plano, TX
02.2015 - 04.2018
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices and software to set up work stations for employees.
  • Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Worked with software development team on reported errors and bugs on newly released software and assisted in deployment of release fixes.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained servers and systems to keep networks fully operational during peak periods.
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.

Education

Associate of Science -

Mountain View College
Dallas, TX

High School Diploma -

Duncanville High School
Duncanville, TX
06.2007

Skills

  • Service Quality
  • Customer Inquiries
  • Customer Satisfaction
  • Team Training
  • Communication
  • Project Planning
  • Tech Savvy
  • Used Microsoft Excel to develop inventory tracking spreadsheets
  • Resolved product issue through consumer testing
  • Proficient in Microsoft Word, Excel, Powerpoint
  • Lightroom
  • Zendesk
  • Shopify
  • Salesforce
  • CMS
  • Visio
  • Sap
  • Slack

Additional Information

  • Navarro Surgery/procedure scheduler, Insurance verification specialist, Pre certification/pre determination specialist, Covered front desk, Check in/ check out, Daily totals, Provided Estimates for Surgery procedures being done in oce, processed Payments, cross trained several employees. Vanessa Navarro Handled all customer interactions relative to the installation, configuration, usage and maintenance of the QSD end-user software and software systems. Provided superior customer service, answering technical questions, investigating, documenting, educating and providing information regarding implementation and functionality of all QSD end-user software products.

Certification

Name: Google Project Management

Organization: Coursera

Issue Date: April 2022


Name: Agile Project Management

Organization: Coursera

Issue Date: April 2022


Name: Technical Support Fundamentals

Organization: Coursera

Issue Date: January 2020

Languages

Spanish
Native or Bilingual

Timeline

Field Engagment Chair

Peloton
09.2020 - Current

People Support Specialist

Peloton
09.2020 - Current

Front Office Team Leader

Mcquaid Vein Care
03.2018 - 09.2020

Software Support Specialist

Bio-Rad
02.2015 - 04.2018

Associate of Science -

Mountain View College

High School Diploma -

Duncanville High School

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Vanessa Navarro