Monica De Jesus
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
24
24
years of professional experience
Work History
Manager
Montefiore Medical Center Moses Division
03.2008 - 07.2021
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Program Assistant
Montefiore Medical Center Moses Division
01.2007 - 03.2008
- Assisted with planning and coordinating day-to-day and special program activities.
- Prepared clearly written and formatted documents and reports.
- Conducted research and analyzed data to inform program decisions.
- Drafted agendas, recorded minutes and generated documents to facilitate meetings.
- Conducted research to assist with routine tasks and special projects.
- Coordinated and communicated with external stakeholders to support program objectives.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Supported planning and coordination of pre-collections program and associated activities.
- Offered technical support and troubleshot issues to enhance office productivity.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Enforced compliance with regulatory standards to safeguard company assets.
- Recorded and tracked operational expenses to identify and eliminate wasteful spending.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Volunteered to help with special projects of varying degrees of complexity.
- Completed daily logs for management review.
- Performed wide-ranging administrative, financial and service-related functions.
- Trained and supervised employees on office policies and procedures.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Streamlined office operations by effectively monitoring and addressing client correspondence and data communications.
- Increased customer service success rates by quickly resolving issues.
- Remained solutions-oriented in face of complex problems to assist management and overall business direction.
- Developed and implemented strategies to streamline office operations.
- Drafted common document templates to reduce time spent creating documents from scratch.
- Planned and coordinated logistics and materials for board meetings, committee meetings and staff events.
- Proofread and edited documents for accuracy and grammar.
- Managed data and correspondence to secure information across complex landscapes of organizational departments.
- Ordered and distributed office supplies while adhering to fixed office budget.
- Directed automation of office procedures such as correspondence management, recordkeeping and online communications.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
Senior Accounting Clerk
Montefiore Medical Center Moses Division
09.2000 - 01.2007
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Monitored accounts to verify compliance with payment terms and schedules.
- Developed and maintained positive relationships with clients to maximize collections.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Utilized Microsoft Excel, QuickBooks and Oracle software to manage invoices and payments.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Generated monthly accounts receivable reports to submit developments for management review.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Safeguarded documents of accounts receivable and payments to enable tracking history and maintain accurate records.
- Developed and implemented strategies to improve collection processes and reduce overdue payments.
- Prepared financial statements to provide results of operations, financial position and cash flow.
- Handled day-to-day accounting processes to drive financial accuracy.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
- Streamlined daily reporting information entry for efficient record keeping purposes.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Managed complex problem-solving for upper management in order to complete projects on-time and within budget.
Customer Service Representative
Montefiore Medical Center Moses Division
07.1997 - 09.2000
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Promoted available products and services to customers during service, account management, and order calls.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Increased efficiency and team productivity by promoting operational best practices.
- Cross-trained and backed up other customer service managers.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed customer service training processes.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Education
Associate of Arts - Human Services
SUNY Empire State College
Saratoga Springs, NY05.2024
Skills
- Organizational Policies
- Budgeting and Cost Control
- Issue and Conflict Resolution
- Project Management
- Business Planning
- Procedural Streamlining
- Negotiation
- Staff Management
- Business Management Principles
- Verbal and Written Communication
- Managed Care
- Human Resource Management
- Employment Law
- Managing Routines
- Managing Career Progression
- Business Process Modeling
- Configuration and Management
- Health and Safety Regulations
- Manage Profitability
- Coaching and Mentoring
- Coordinate Events
- Monitor Equipment
- Customer Relationship Management
- Financial Forecasting
- Productivity Performance
- Job Assignments
- Manage Inventory
- Cost Management
- Performance Tracking and Evaluations
- Complex Problem-Solving
- Food and Beverage Management
- Contract Development and Management
- Managing Laborers
- Accounting
- Process Payments
- Quality Standards
- Financial Statements
- Fire Safety Regulations
- Financial Management
- Set Organizational Policies
- Information Confidentiality
- Managing Employee Relations
- Economics
- Business Process
- Business Intelligence
- Communication
- Train Employees
- Customer Service
- Assist Customers
- Manage Budgets
- Team Leadership
- Control of Expenses
- Accounting Techniques
- Order Supplies
- Strategic Planning
Languages
Spanish
Native or Bilingual
Timeline
Manager
Montefiore Medical Center Moses Division
03.2008 - 07.2021
Program Assistant
Montefiore Medical Center Moses Division
01.2007 - 03.2008
Senior Accounting Clerk
Montefiore Medical Center Moses Division
09.2000 - 01.2007
Customer Service Representative
Montefiore Medical Center Moses Division
07.1997 - 09.2000
Associate of Arts - Human Services
SUNY Empire State College
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