Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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Vanessa Anacleto

Phoenix,USA

Summary

To utilize my customer service and HR skills to improve customer satisfaction in a position that utilizes my experience in customer service and HR.

An advanced understanding of learning and development, employee relations, and interpersonal communication. Analyzing problems and finding solutions. Ability to work under pressure and with organizational skills.

Emphasis is placed on customer service. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment.

Successfully works as part of team to reach personal and business goals.

Known for successfully handling escalated customer support issues. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success.

History managing large amounts of inbound calls and sustaining satisfactory relationships with customers.

Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.

Personable and dedicated Customer Service Representative with extensive experience in

Motivated to maintain customer satisfaction and contribute to company success.

Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

25
25
years of professional experience

Work History

Corporate Customer Card

American Express
Phoenix, AZ
11.2021 - 04.2022
  • Assisted customers with inquiries, complaints and requests related to the company's products or services.
  • Provided accurate information about product features, pricing and availability.
  • Processed customer orders accurately and efficiently.
  • Resolved customer issues promptly and courteously via phone, email or chat.
  • Performed data entry tasks for customer accounts.
  • Maintained updated records of customer interactions and transactions.
  • Followed up with customers to ensure satisfaction with service provided.
  • Handled escalated calls from other representatives as needed.
  • Utilized problem-solving skills to resolve complex customer issues.

Customer Service Specialist

Express Scripts Inc
Tempe, AZ
08.2020 - 03.2021
  • Answered incoming customer inquiries regarding product and service information.
  • Provided assistance to customers in navigating website, placing orders, and resolving complaints.
  • Responded to customer emails with accurate product and service information.
  • Assisted customers with account maintenance such as resetting passwords and updating contact information.
  • Performed data entry of customer orders into the company's order management system.
  • Generated reports on customer feedback, trends, and other metrics for management review.
  • Researched complex issues raised by customers, identified solutions, and provided timely responses.
  • Processed returns, refunds, exchanges according to company policies and procedures.
  • Investigated escalated customer complaints utilizing problem-solving skills to identify root causes of issues.

Executive Administrative Coordinator

Contra Costa County Health care
Concord, CA
01.1999 - 12.2004
  • Managed executive calendar, scheduling and coordinating meetings, conference calls, and travel arrangements.
  • Organized and maintained electronic filing systems for confidential documents.
  • Composed and edited correspondence, reports, presentations, and other materials as needed.
  • Assisted in the preparation of departmental budgets by gathering data and preparing spreadsheets.
  • Coordinated internal and external events such as conferences, seminars, receptions.
  • Greeted visitors and handled incoming phone calls in a professional manner.
  • Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; evaluating new office products; placing orders; verifying receipt of supplies.
  • Prepared agendas for meetings with executives and ensured that all necessary materials were available at each meeting.
  • Ensured compliance with company policies regarding confidentiality of records.
  • Recruited, interviewed and selected employees to fill vacant roles.

Administrative Assistant to the Executive Director

Delta Blood Bank
Stockton, CA
01.1997 - 12.1999
  • Organized and maintained filing system for Executive Director's documents.
  • Scheduled and coordinated meetings, events and travel arrangements for Executive Director.
  • Answered phone calls and emails from customers, vendors, staff members. on behalf of the Executive Director.
  • Prepared agendas, presentations and other materials for meetings and events.
  • Developed and maintained databases to track projects and activities.
  • Provided support in research projects related to the organization's mission.
  • Coordinated special projects at the direction of the Executive Director.
  • Tracked project progress using appropriate software programs.
  • Managed office supply inventory levels to ensure adequate stock is available at all times.
  • Processed incoming mail including sorting, distributing items appropriately or forwarding them to the proper department and individuals.
  • Produced written correspondence such as memos, letters, forms, contracts upon request from the Executive Director or other senior management staff members.
  • Performed data entry tasks into various databases when necessary .

Education

M.Sc. in Human Resource Management -

Golden Gate University
04.2011

BSc in Health Care Administration, BSc in Human Resources -

American Intercontinental University
06.2005

Skills

  • Laws relating to labor
  • Leadership of a team
  • Policies and procedures for human resources
  • Resolving conflicts
  • Relationships with employees
  • Negotiations with unions
  • Assembling
  • The management of data
  • An overview of the recruitment process
  • Administrative duties
  • Compensation and benefits
  • Monitoring of absences
  • Extensive work experience
  • User Training
  • Customer Support
  • Network Configuration
  • Upselling and Cross-Selling
  • Helpdesk Administration
  • Troubleshooting and Diagnosis
  • Communication Protocol Knowledge
  • Telephone and Email Etiquette
  • Technical Support

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

It’s easier to ask forgiveness than it is to get permission.
Grace Hopper

Timeline

Corporate Customer Card

American Express
11.2021 - 04.2022

Customer Service Specialist

Express Scripts Inc
08.2020 - 03.2021

Executive Administrative Coordinator

Contra Costa County Health care
01.1999 - 12.2004

Administrative Assistant to the Executive Director

Delta Blood Bank
01.1997 - 12.1999

M.Sc. in Human Resource Management -

Golden Gate University

BSc in Health Care Administration, BSc in Human Resources -

American Intercontinental University

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Vanessa Anacleto