Summary
Overview
Work History
Education
Skills
Accomplishments
Leading Through Change Awards
Timeline
Generic

Verenise Bonilla

La Habra,CA

Summary

Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Committed to leveraging these qualities to drive team success and contribute to organizational growth.

Overview

6
6
years of professional experience

Work History

Member Experience Manager

VIVIO
01.2024 - Current
  • Established team priorities, maintained schedules and monitored performance.
  • Served as a trusted mentor to countless employees, guiding them through challenging transitions into their respective roles within the organization.
  • Developed and executed data-driven plans for continuous improvement in the member experience journey.
  • Analyzed customer feedback data to identify trends and recommend process improvements for better customer experience
  • Resolved escalated complaints from highly dissatisfied members by actively listening to their concerns, empathizing with their situation, and taking appropriate corrective action steps as needed.
  • Collaborated with other departments to resolve complex customer inquiries quickly and effectively
  • Mentored and coached team members on QA topics and strategies.
  • Gathered data from multiple sources to research economic indicators, analyze key metrics and track industry trends.


Member Experience Supervisor

VIVIO
01.2023 - Current
  • Managed a team of customer service representatives, ensuring consistent delivery of exceptional member experiences.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Customer Service Subject Matter Expert

VIVIO
10.2021 - Current
  • Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
  • Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
  • Streamlined customer service processes for improved efficiency and increased positive feedback.
  • Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
  • Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
  • Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
  • Sought ways to improve processes and services provided.

Care Concierge

VIVIO
03.2021 - Current
  • Investigated and resolved customer inquiries and complaints quickly.
  • Delivered prompt service to prioritize customer needs.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Cross-trained and provided backup support for other departments within the company.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client feedback.

Floor aide

Hand and Orthopedic
05.2018 - 02.2021
  • Provided direct support to individuals with disabilities, promoting independence and well-being
  • Followed safety protocols and implemented safe handling techniques to prevent injuries
  • Communicated effectively with clients, caregivers, and healthcare professionals to coordinate care and translating for Spanish speaking members.
  • Supported staff by performing data entry and completing administrative duties
  • Maintained clean, safe environment for clients to live comfortably
  • Developed effective communication skills while interacting with clients, families, and other professionals
  • Maintained accurate records of patient progress through detailed documentation of care provided during each shift.
  • Offered caring companionship and emotional support.

Education

Associate in Science (A.S.) - Applied Science

Bryan University
Rogers, Arkansas
03.2014

Skills

  • Adaptability
  • Attention to Detail
  • Problem-Solving
  • Time Management
  • Escalation Handling
  • Process updates
  • CRM software knowledge
  • Performance Tracking and Evaluation
  • Performance Improvements
  • Training and mentoring
  • Onboarding Processes
  • Team building
  • KPI Tracking
  • Call Center Operations
  • Call Monitoring
  • Fluent Spanish
  • Experienced with Microsoft

Accomplishments

  • Collaborated with VIVIO's internal rejections team in the development of creating a rejections report to closely monitor pharmacy rejections.

Leading Through Change Awards

The Leading Through Change awards was awarded to me in response to the growing concern over pharmacy rejections and fulfillment delays. our team at the time had developed a comprehensive monitoring system that tracks and analyzes rejection patterns, identifies potential bottlenecks in the fulfillment process and implements proactive solutions ensure a seamless customer experience. The new system utilizes real time data and analytics to detect rejection trends, enabling us to detect rejection trends and take immediate action. 

Timeline

Member Experience Manager

VIVIO
01.2024 - Current

Member Experience Supervisor

VIVIO
01.2023 - Current

Customer Service Subject Matter Expert

VIVIO
10.2021 - Current

Care Concierge

VIVIO
03.2021 - Current

Floor aide

Hand and Orthopedic
05.2018 - 02.2021

Associate in Science (A.S.) - Applied Science

Bryan University

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Verenise Bonilla