Ronna L. Monroe Yalobi

*** ********** ******, *** ***, Manchester, NH 03103 * 774-***-****(c)* adx1ui@r.postjobfree.com

ADMINISTRATIVE SUPPORT – CUSTOMER SERVICE

HIGHLIGHTS OF QUALIFICATIONS

Excellent oral and written communication skills

Demonstrated organizational and process improvement skills

Proven ability to meet deadlines and work effectively in a very fast-paced environment

Excellent interpersonal and presentation skills

Computer proficiency in: ADP, MS Office 365, Windows 10, Type 35-40 wpm

PROFESSIONAL SKILLS

CUSTOMER SERVICE EXPERIENCE:

Compliance Analyst - Remote

ACA Global – 10-22 - present

Work with multiple financial firms to complete both monthly and quarterly reviews of their Registered Representatives’ files.

Identify and report any company or SEC violations and take immediate steps to escalate if applicable.

Maintain records of all reviews for audit purposes

Conduct regular email and social media reviews to ensure that reps are not violating stated guidelines.

PSE – USPS – Nashua,– Contract – 05-22 – 09-22

Customer Escalation Specialist:

Patient Care Coordinator:

Freedom Fertility Pharmacy, Byfield – 11-20 – 04-22

Work with patients and local pharmacies to make every effort to meet their same day medication needs

Provide options, if applicable, or inform patient of their state limitations and assist in helping them with finding alternatives (i.e., reaching out to mdo)

Commitment to patient follow-up when necessary and documenting appropriately in FIP to prevent confusion

Utilize empathy and listening skills to handle inbound calls from patients and learn more about their medical history and challenges with fertility

Work with both patients and physicians to coordinate fertility plans and medications

Ability to recognize opportunities rather than obstacles being resolved to focus on the customer experience

Own the patient experience through resolving customer issues and ensuring 100% follow-up to customers

Accurately obtain and enter patient information, including shipping, insurance and payment information

Dedication to one-point resolution and taking ownership of situations to establish brand and customer loyalty

Ability to build strong relationships with teammates, business partners and specialists through collaboration

Financial Associate II, Fidelity Investments, Merrimack – 10-17 – 10-20

Manage 90 -100+ inbound calls daily assisting participants with their workplace plan needs.

Ability to effectively ask questions to identify both stated and unstated customer needs.

Commitment to being customer centric and focused on complete customer satisfaction.

Ability to recognize opportunities rather than obstacles being resolved to focus on the customer experience.

Ability to build strong relationships with teammates, business partners and specialists through collaboration.

Engaging customers and accurately process their transactions in a friendly, professional, and efficient manner, recognizing that I am the face of the company.

Dedication to one-point resolution and taking ownership of situations to establish brand and customer loyalty

Sr. Teller, Citizens Bank, Manchester – 08-16 – 08-17

Ability to effectively ask questions and identify needs to enhance the customer relationships.

Commitment to build relationships through in-person customer interactions.

Ability to problem solve and provide solutions to customer issues.

Ability to build strong relationships with teammates, business partners and specialists through collaboration.

Welcome customers and accurately process their transactions in a friendly, professional, and efficient manner, recognizing that I am the face of the company.

Dedication to one-point resolution and taking ownership of situations in order to establish brand and customer loyalty and satisfaction.

Communicate regularly during each shift with Teller Manager to ensure that I am meeting my metrics for the day/week, etc.

Guest Service Agent, Radisson Hotel, Manchester – 06-14 – 08-2016

Fully trained in all areas of the Front Desk, telecom and Concierge services to ensure a flawless and genuine delivery of service to the hotel standards. Knowledgeable, professional and personable: specific job responsibilities and tasks include;

Welcome and register guests in an outstandingly friendly, professional, and efficient manner, assigning rooms which satisfy all special requests.

Perform check out and cash handling activities in accordance with all hotel cashiering and credit policies

Other duties as assigned.

Concierge Customer Service, Circles, Chelmsford – 01-2013 – 03-2014

Handle all inbound requests with a focus of one point resolution and providing excellent service.

Act as a type of personal assistant providing back-end research support to platinum card members as needed

Provide end to end servicing of a wide variety of customers personal requests including but not limited to dining, flowers, gift baskets, tickets, retail purchases and/or research, etc.

Provide trip planning support by compiling travel guides and sending tour and dining suggestions or city calendar information as needed.

Identify opportunities to proactively meet customers’ needs by delivering value-added recommendations and services.

EDUCATION

BSW, Social Work, Regis College, Weston, MA

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