Customer Service Executive Assistant

Emilia V. Monge

*******.*********@*****.***-702-***-****

Diligent, resourceful, motivated; Business Management professional with 25+ customer service and leadership experience. Bi-lingual English and Spanish combined workplace experience in Operations, Executive Assistant, and Communications.

SUMMARY OF QUALIFICATIONS

Creative, confidential, and concise communicator; Loyal and imaginative employee. Over 25 year’s varied and increasingly responsible experience in executive assistant and office manager capacities. Able to work and converse efficiently with all levels of colleagues, clients and other external contacts.

Proven ability to handle multiple, competing priorities in an effective manners.

Education:

Grant High School, Van Nuys California 1990

High School Diploma

Phoenix University: 2008

Business Administration: did not graduate

Certifications/License

Nevada Real Estate License 2023

Zumba Instructor Certification 2023

Mixxedfit Dance Instructor 2024

EmploymentHistory/Qualification:

PROFESSIONAL EXPERIENCE

RDI Corporation-Las Vegas, NV-11/2021 to Present

Customer Service Representative:

Agent: Technical support, answer the phone and help patients with diabetes to set up their Tempo Smart Button. The Tempo Personalized Diabetes Management Platform is designed to assist patients in the self-management of their diabetes. Tempo brings them information into one place, which may help them and their healthcare professional make decisions about their treatment. Customer Service Representative: Schedule Patients Appointments with Otolaryngologist Agent: Answer incoming calls from patients inquiring about appointments to obtain or replace their hearing aids. Schedule appointments based on patient availability and clinician schedules. Maintain a professional and courteous demeanor when interacting with patients. Address patient concerns and questions regarding appointments and hearing aid services. Handle cancellations and rescheduling requests effectively.

Customer Service Mortgage Supervisor:

Manages a team of customer service representatives, handles major issues, and ensures customers receive excellent service.

Resolve complaints and order issues, handle major incidents that can't be resolved by agents, ensure customers receive excellent service, provide information on mortgage products and services, and assist customers with their needs.

Clark County Education Association – Las Vegas, Nevada – 09/2019 - 10/21 Office Administrator Assistant/Receptionist

Receptionist:

Duties and Responsibilities:

● Answer phones / route calls / enter notes into Member Unity Database

● Greet Teachers/Members & Visitors

● Ticket Sales / Tracking

● Supply Orders / Maintain Supply Area

● Change of Addresses

● Contact Member by email

Office Administrator Assistant:

Duties and Responsibilities:

● Serve as Primary Backup for A&R Case Manager, and all A&R support and/or Secondary

● Backup for Office Support Services as assigned

● Schedule Investigatory Meetings

● Maintenance of Investigatory Notes and uploaded in the members files

● Create and Distribute Response Files

● Request for information and personnel file letters Customer Connexx Recycling, Las Vegas NV 11/18/16 to 09/01/2019 Customer Service Agent/Order Management/Customer Service Lead Agent: Answer the phone, take recycling orders, explain the program guidelines as required per the utility companies, set up pick up appointments and answer questions. Order Management: Make sure the agents follow the program scripts and provide the required guidelines to the customers, review the orders address, phone numbers and any special directions the customers might have for the dispatch department for the time of pick up. Verify the order account number with the utility company, make sure the agents are providing the correct information and additional information especially when the utility is having promotions and increasing the recycle incentives. Run the reports daily of missing account and pending to schedule orders.

Lead: Support the agents with questions and concerns they might have about the programs and provide the correct information to the customer, keep the agents update with the changes within the utility program, with daily routes running late or are being canceled. Keep track of service level, make sure all agents adhere to their schedule as assigned. Provide the agents with all the tools to help them give excellent customer service. Credit One Bank, Las Vegas NV.

Quality Assurance Coordinator 02/02/15 to 11/30/15

• Monitor and audit the work of our agency agents for adherence to policy and procedures

• Document assessment of audit

• Stay current on updates to policy and procedures

• Provide regular feedback and results of audit via e-mail and conference calls

• Schedule and facilitate call calibrations with agency contacts

• Observation of various operational trends in the agencies

• Audit Dialer Report bi weekly and audit the Direct Check and Debit Summary Reports monthly to make sure the agencies are compliance with federal law, if any violations are located an email has to be send to the agency management as well internal for an action plan and resolution.

• Audit the PSQ daily for customers request and direct it to the correct department for process.

Capital One (Formerly Household Finance/HSBC) Los Angeles, CA and Las Vegas, NV 0 2 / 1 9 9 7 -to 04/2014

Senior Quality Assurance Coordinator 2013-2014

• Monitor and audit the work of the third party agencies agents for adherence to policy and procedures

• Document assessment of audit

• Stay current on updates to policy and procedures

• Provide regular feedback and results of audit via e-mail and conference calls

• Schedule and facilitate call calibrations with agency contacts

• Observation of various operational trends at the third party agencies Operations Support Department Representative 2010-2013

• Follow direction and execute tasks efficiently. Includes account maintenance and decision-making using procedures that ensure compliance with regulatory and customer experience requirements.

• Make effective independent decision when necessary, proactively identifying operational and/or customer experience issues. Notify management of escalated situations when appropriate, provided training support and auditing other's work. Universal Agent 2008-2010 Capital One (Formerly Household Finance/HSBC)

• In collections: Offered programs and collected on delinquent account up to 180 days.

• In Customer Care: Received basic inquires, built rapport to overcome objections and provided information on value-added promotion offers. Sales Assistant 2006-2008 (Capital One (Formerly Household Finance/HSBC)

• In charge of filing documents such as loan applications, daily reports and cash transaction reports.

• Received and posted payments and provided customers with a good phone experience and made daily bank deposits.

• Processed and audited mortgage and personal loan documents. Account Executive 2006

• Sold mortgage and personal loans, achieving consistently high quality control scores.

• Secured more than $500k in new money.

• Consistently surpassed company goals and received monthly bonus payouts. Sales Assistant 1997-2006

• Responsibilities were similar to Sales Assistant, 2006-2008, above

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