Vanessa M. Anacleto
Maricopa,AZ
Summary
Well-qualified HR Assistant with proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers, and team members to further company goals. Ready to leverage training and experience to take on new professional challenges. Successful HR Assistant with background completing various administrative support and general human resources duties. Reliable with well-rounded skills to aid employees and department staff. Talented at applying wide knowledge of policies and procedures for compliance.
Overview
17
17
years of professional experience
Work History
Customer Service Rep
EXPRESS-SCRIPTS
Tempe, AZ
01.2020 - 01.2021
- 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
- I have strong listening and speaking skills to respond to customer inquiries and concerns clearly and accurately
- This skill allows me to understand customers’ needs and concerns in order to be able to resolve the call as efficiently and effectively as possible
- Also interact by email, live chat, to questions and complaints in a friendly and professional manner.
- Evaluated account and service histories to identify trends, using data to mitigate future issues
- Answered an average of [Number] calls, emails, and faxes per day, addressing customer inquiries, solving problems, and providing product information60
Executive Administrative Coordinator
VENTURI STAFFING
Concord, CA
01.1999 - 01.2004
- Monitored all aspects of treatment for client base (care for children) and oversaw the communication of sensitive information to a variety of stakeholders
- This task demonstrated my ability to work successfully with a variety of stakeholders and handle a heavy workload in a pressurized work environment
- 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 meds
- 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
- This helped to more easily improve the maintenance of the firm’s data and the accuracy of its records
- Provided overall team administrative support to six DR
- Child Psychiatry staff members, updating them on educational events thereby supporting their continuous professional development criteria.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Coordinated travel arrangements by booking airfare, hotel, and ground transportation.
- Maintained staff directory and company policy handbook for human resources department.
- Scheduled office meetings and client appointments for staff teams.
- Coordinated travel arrangements by booking airfare, hotel, and ground transportation.
- Offered office-wide software support and training, troubleshooting issues, and optimizing usage.
- Coordinated travel arrangements by booking airfare, hotel, and ground transportation.
- Coordinated travel arrangements by booking airfare, hotel, and ground transportation.
- Offered office-wide software support and training, troubleshooting issues, and optimizing usage.
- Created PowerPoint presentations for business development purposes.
- Monitored supervisor's work calendar and scheduled appointments, meetings, and travel.
- Coordinated bookkeeping activities in QuickBooks and Lawson.
- Supported efficient meetings by organizing spaces and materials, documenting discussions, and distributing meeting notes.
- Created detailed expense reports and requests for capital expenditures.
- Monitored supervisor's work calendar and scheduled appointments, meetings, and travel.
- Monitored supervisor's work calendar and scheduled appointments, meetings, and travel.
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
- Answered multi-line phone system, routing calls, delivering messages to staff, and greeting visitors.
- Edited subcontractor proposals, project punch lists, transmittals, and memorandums for organizational support.
- Monitored premises, screened visitors, updated logs, and issued passes to maintain security.
- Managed Access databases converting complex data into easy-to-interpret data.
Customer Service Dispatcher
CCI-TRIAD
Livermore, CA
01.1998 - 01.1999
- 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
Stockton, CA
01.1997 - 01.1999
- 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 too
- 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 my job as coordinator, in orchestrating an annual luncheon for corporate sponsors and donors
- The event was hugely significant for our firm and demonstrated the level of trust I had been able to garner to be such the responsibility of organizing it.
Customer Service Lead
AVIS RENT-A-CAR SYSTEMS
South San Francisco, CA
01.1989 - 01.1997
- Drove the firm’s customer satisfaction levels by personally handling all difficult and escalated complaints from clients
- My success in this area is a result of my clear communication skills and ability to seek win-win solutions for both the firm and its clients
- Managed a staff of 10 individuals and oversaw the proper training and onboarding 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, 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 the management team in handling the union negotiations gaining invaluable experience with managing collective discussions and dispute resolutions.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing
- Coached new team members on service techniques and provided scoring through a quality assurance program
- Coached new team members on service techniques and provided scoring through a quality assurance program
- Coordinated responses for key accounts, using business acumen and attention to detail to balance company and customer demands
Education
M.Sc. - Human Resources
Golden Gate University
San Francisco, CA04.2011
BSc/ BA - Health Care Administration – Human Resources
American InterContinental University
Schaumburg, IL06.2005
Certification, Human Resources Certification, E -
Cornell University
Ithaca, NY02.2006
Associate - Business Administration
American InterContinental University
Schaumburg, IL2004
Skills
- Verbal and Written Communication
- Performance Evaluations
- Staffing Documentation Maintenance
- Information Sourcing
- Employee Interviews
- Relationship Building
- Onboarding and Training
- Interpersonal Communication
- Processing Personnel Records Compilation
- Company Policies and Procedures Training
- Generating Reports
- Personnel Documentation Verification
Timeline
Customer Service Rep
EXPRESS-SCRIPTS
01.2020 - 01.2021
Executive Administrative Coordinator
VENTURI STAFFING
01.1999 - 01.2004
Customer Service Dispatcher
CCI-TRIAD
01.1998 - 01.1999
Administrative Assistant
OFFICE TEAM ROBERT HALF
01.1997 - 01.1999
Customer Service Lead
AVIS RENT-A-CAR SYSTEMS
01.1989 - 01.1997
M.Sc. - Human Resources
Golden Gate University
BSc/ BA - Health Care Administration – Human Resources
American InterContinental University
Certification, Human Resources Certification, E -
Cornell University
Associate - Business Administration
American InterContinental University