VANESSA ANACLETO
Customer Service
Phoenix,AZ
Summary
To utilize customer service and HR skills to improve customer satisfaction in a position that utilizes 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. An oriented person with detailed knowledge, effective listening skills, attentiveness, patience, clear communication skills, taking responsibility, an ability to use "positive language", maintaining confidentiality, and a steady learner. An ability to balance strong practical experience with a strong academic background and Non-Profit background. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
32
32
years of professional experience
6
6
years of post-secondary education
Work History
Corporate Card Customer Care
American Express
11.2021 - 4 2022
- I am seeking a position that allows me to leverage my skills and experience to make a positive impact on your organization. I am a highly motivated and results-oriented professional with a proven track record of success. I am confident that I can add value to your organization.Service inbound calls while consulting Corporate Card Members to learn about their needs and recommend right American Express benefits or service
- Deliver high levels of product and service knowledge to clearly communicate appropriate product features, benefits, and other elements of American Express Corporate Card services
- Continuously improve on building rapport, that understands customer needs, handling and providing excellent customer service
- Extraordinary customer care by responding to questions concerning accounts in fast pace, care environment
- Help Desk with customers installing applications on their computer
- Passion for building customer loyalty through exceptional listening
- Document reports that are necessary for special accounts, to establish policies and procedures
- Adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
- Fielded incoming customer calls to deliver high-quality solutions
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests
- Resolved associate, tool and service delivery issues revealed by statistical reports
- Fielded 80 incoming customer calls to deliver high-quality solutions
Customer Service Rep PC2
EXPRESS-SCRIPTS
08.2020 - 03.2021
- Provide information about products and services
- Listen and respond to customers’ needs and concerns
- Take orders, determine charges, and oversee billing or payments
- Review or make changes to customer accounts
- Handle returns or complaints
- Record details of customer contacts and actions taken
- Research answers or solutions as needed
- Refer customers to supervisors, managers, or others who can help research
- Interact by email, live chat, to questions and complaints in a friendly and professional manner.
Executive Administrative Coordinator
VENTURI STAFFING
01.1999 - 12.2004
- Monitored all aspects of treatment for our client base (care for children) and oversaw the communication of sensitive information to a variety of stakeholders
- Successfully partnered with several members of the courts to facilitate the preparation of essential documents, including applications, authorization renewals and special reports
- Liaised closely with both the court system and social workers to track, monitor and report child visitations – my careful management of this task ensured all our clients were received timely medical visits until they reached 18 years old
- Directed the training for all the facility’s staff teaching them how to maintain excellent levels of customer service, communicate effectively with clients, and build strong long-lasting relationship with them too
- Implemented a new process of to fill-out forms for other doctors for children/visits, that increased efficiency by 90%
- This helped the firm save roughly save time and money with the court system
- Conducted independent research on contracts for court appearance proceedings which helped the approval of their medication
- Initiated and developed a database to track children’s information, including age, medication history and visits, as well as social worker names, guardians, and court dates for approval/disapproval of applications
- Improve the maintenance of the firm’s data and the accuracy of its records
- Monitoring stock and ordering office supplies, including stationery and information leaflets for clients and clinicians
- Provided overall team administrative support to six DR
- Child Psychiatry staff members, updating them on educational events thereby supporting their continuous professional development criteria.
Customer Service Dispatcher
CCI-TRIAD
01.1998 - 12.1999
- Oversaw all the office’s administrative duties and acted as the first point-of-contact for external individuals interfacing with the business
- I politely managed business customers, received service calls, diligently followed data entry procedures, and routed calls to appropriate company departments
- Developed a new call-back priority system in accordance with departmental guidelines which helped streamline my work and ensure all our clients were dealt with promptly.
Administrative Assistant
OFFICE TEAM ROBERT HALF
01.1997 - 12.1999
- Managed all the recruitment and selection for the Human Resources function: posting job adverts, collating responses, maintaining candidate interaction, conducting assessments, and dealing with the on-boarding process
- Coordinated all Blood Drive events was point of contract for information and products
- Maintained excellent links with our external partners by composing and distributing daily email updates to radio stations for public service announcements
- Led a team of four as coordinator, in orchestrating an annual luncheon for corporate sponsors and donors.
Customer Service Lead
AVIS RENT-A-CAR SYSTEMS
01.1989 - 12.1997
- Drove the firm’s customer satisfaction levels by personally handling all difficult and escalated complaints from clients
- Managed a staff of 10 individuals and oversaw the proper training and on boarding of 30 new staff members, including those at a managerial level
- Improved conflict resolution and mediation by being available to meet with any team or member, and resolve any problem, how to use their empowerment on the job, talk one-on-one with employees ensuring a teamwork-focused work environment
- Gained a significant level of experience and exposure to the practical working of labor laws in dealing with union contracts, benefits and compensation packages, and leave of absence
- Worked closely with management team in handling the union negotiations gaining invaluable experience with managing collective discussions and dispute resolutions
- Enforcing all cash handling, checking, and credit procedures.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues
- Coordinated schedules, assignments, and daily tasks for team members, optimizing resource utilization
- Educated customers about billing, payment processing and support policies and procedures
- Exceeded performance goals consistently through effective communication and problem-solving skills
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Greeted customers and listened closely to problems described to determine solutions
- Responded to customer requests for products, services, and company information
- Trained staff on operating procedures and company services
- Managed timely and effective replacement of damaged or missing products
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Established strong relationships with clients, leading to repeat business and positive feedback
- Mentored junior staff members to improve their knowledge of company policies, products, and services
- Implemented and developed customer service training processes
Education
M. Sc. in Human Resource Management - Human Resources Management
Golden Gate University
San Franciaco 07.2006 - 05.2011
BSA in Health Care Administration - Human Resources Management
American Intercontinental University
San Franciaco 03.2004 - 05.2005
Skills
Laws relating to labor
Leadership of a team
Policies and procedures for human resources
Resolving conflicts
Negotiations with unions
The management of data
Administrative duties
Customer Relationship Management (CRM)
Staff education and training
Teamwork and Collaboration
Time Management
Problem-solving abilities
Interpersonal Skills
Multitasking
Key holder experience
Timeline
Corporate Card Customer Care
American Express
11.2021 - 4 2022
Customer Service Rep PC2
EXPRESS-SCRIPTS
08.2020 - 03.2021
M. Sc. in Human Resource Management - Human Resources Management
Golden Gate University
07.2006 - 05.2011
BSA in Health Care Administration - Human Resources Management
American Intercontinental University
03.2004 - 05.2005
Executive Administrative Coordinator
VENTURI STAFFING
01.1999 - 12.2004
Customer Service Dispatcher
CCI-TRIAD
01.1998 - 12.1999
Administrative Assistant
OFFICE TEAM ROBERT HALF
01.1997 - 12.1999
Customer Service Lead
AVIS RENT-A-CAR SYSTEMS
01.1989 - 12.1997