Summary
Overview
Work History
Education
Skills
Personal Information
References
Timeline
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Vanessa Zepeda

Summary

Dynamic and results-driven professional with over 10 years of customer service experience. Skilled in leveraging strong communication, collaboration, and project management abilities to enhance customer satisfaction. Proven track record of driving continuous improvement and innovative problem-solving to meet customer and company objectives.

Overview

19
19
years of professional experience

Work History

Customer Quality Relations Executive

Becton Dickinson
06.2018 - Current
  • Serve as a single point of contact for multiple strategic customer accounts, ensuring all quality related issues are addressed promptly and effectively.
  • Develop and maintain proactive quality relationships with key customers, providing a holistic view of quality concerns through detailed analysis of quality data and trends.
  • Analyze quality data to identify trends and areas for improvement, presenting findings to senior management and customers.
  • Prepare and deliver comprehensive reports on quality metrics and performance to both internal stakeholders and customers.
  • Ensure compliance with industry standards and regulations, maintaining high levels of quality assurance.
  • Implemented quality improvement initiatives based on customer feedback and data analysis, enhancing overall customer satisfaction and experience.
  • Team leader assisting with the on boarding process for new hires, ensuring a smooth transition and comprehensive training. Spearhead improvement initiatives to streamline customer support and enhance team collaboration.


Leasing Agent

Churchill Forge Properties
01.2018 - 06.2018
  • Utilized exceptional customer service skills to drive interest and sales in luxury apartment community.
  • Conducted property tours and effectively communicated the benefits and features of the apartments to prospective residence.
  • Consistently met and exceeded leasing quotas, contributing to the overall occupancy goals of the property.
  • Managed the leasing process from application to move in, ensuring a smooth and efficient experience for new residence.
  • Handled lease agreements, renewals, and other administrative tasks with accuracy and attention to detail.
  • Maintained strong relationships with tenants addressing their needs and concerns promptly to ensure high levels of satisfaction.
  • Participated in property inspections to prepare for move-ins and move-outs.

Clinical Administrative Coordinator

United Health Care (Medical Insurance)
05.2012 - 01.2018
  • Managed a specific customer account, ensuring the provision of quality and cost- effective physicians for specialized medical needs.
  • Acted as a customer advocate, working directly with customers and their physicians to collect necessary medical records for remote second opinion visits with Cleveland Clinic.
  • Maintained accurate and up-to-date records of patient interactions, and medical information.
  • Ensured compliance with company policies and healthcare regulations, maintaining high standards of patient confidentiality and data security.
  • Provided support to clinical nurse line staff by managing administrative tasks, including scheduling customer phone line appointments for participation in our preventative support for specific medical conditions.

Call Center Customer Service Representative

United Health Care (Medical Insurance)
06.2010 - 05.2012
  • Assisted customers with inquiries regarding their dental benefits providing accurate and detailed information around coverage, exclusions, limitations, and claims.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Collaborated with dental providers to verify patient eligibility and benefits.
  • Consistently exceeded performance metrics and targets, contributing to the overall success of the call-center team.

Retail Manager

GNC (Vitamin Retail Shop)
10.2005 - 04.2010
  • Provided exceptional customer service, ensuring a positive shopping experience for all customers.
  • Met and exceeded weekly sales quotas through effective sales strategies and customer engagement.
  • Managed daily store, operations, including cashier duties, store upkeep, and organization.
  • Handled financial responsibilities, such as deposits, inventory management, and ordering supplies.
  • Scheduled and supervised a team of four associates, ensuring efficient store operations and high levels of customer service.
  • Conducted hiring, training, and performance evaluations for store associates.
  • Ensured compliance with company policies and procedures.
  • Fostered a positive and productive work environment, promoting teamwork and employee development.

Education

High School Diploma -

Luther Burbank High School
San Antonio, TX

San Antonio College
San Antonio, TX

U.S. Quality Systems Regulations

NSF Certification
11.2023

Skills

  • Detail oriented
  • Communication
  • Project management
  • Data analysis
  • Collaborative
  • Strategy Development
  • Growth planning
  • Customer Relations
  • Innovative
  • Problem-Solving

Personal Information

Title: Customer Quality Relations Executive

References

  • Heidi Stotts, 832-715-7373, Churchill Forge Manager
  • Isabel Nava, 210-219-5831, United Health Care Supervisor

Timeline

Customer Quality Relations Executive

Becton Dickinson
06.2018 - Current

Leasing Agent

Churchill Forge Properties
01.2018 - 06.2018

Clinical Administrative Coordinator

United Health Care (Medical Insurance)
05.2012 - 01.2018

Call Center Customer Service Representative

United Health Care (Medical Insurance)
06.2010 - 05.2012

Retail Manager

GNC (Vitamin Retail Shop)
10.2005 - 04.2010

High School Diploma -

Luther Burbank High School

San Antonio College

U.S. Quality Systems Regulations

NSF Certification

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Vanessa Zepeda