Customer Service & HR Professional Seeking Remote Contact Center Role
Resume:
VANESSA ANACLETO
209-***-**** **********@*****.***
I aim to apply my customer service and HR background in a role where I can enhance customer satisfaction by using my experience in these fields. An advanced understanding of learning and development, employee relations, and interpersonal communication. Analyzing problems and finding solutions. Ability to work under pressure and with organizational skills. Emphasis is placed on customer service.
An oriented person with detailed knowledge, effective listening skills, attentiveness, patience, clear communication skills, taking responsibility, an ability to use "positive language", keeping confidentiality, and a steady learner.
I am initiative-taking to contribute to a dynamic team, bringing an initiative-taking approach to problem-solving and a commitment to continuous improvement.
I consistently prove adaptability in challenging environments, quickly learning new systems and processes to better serve both customers and colleagues. My commitment to continuous improvement drives me to seek innovative solutions and refine workflows to achieve optimal outcomes.
My ability to adapt quickly to new challenges and collaborate effectively with colleagues supports overall organizational goals and ensures excellent service delivery.
An ability to balance strong practical experience with a strong academic background and Non-Profit background.
With a proven record in both customer service and human resources, I am adept at navigating complex workplace situations with professionalism and empathy. My experience includes facilitating training sessions, conducting employee onboarding, and implementing initiatives that foster a positive work environment. I am enthusiastic about building strong relationships, supporting team development, and driving organizational success through effective communication and strategic problem-solving.
Skills
Laws relating to labor.
Leadership of a team
Policies and procedures for human resources
Resolving conflicts
Relationships with employees
Negotiations with unions
Assembling
The management of data
An overview of the recruitment process
Administrative duties
Compensation and benefits
Monitoring of absences
Extensive work experience
Work experience
Corporate Card Customer Care
American Express Phoenix, AZ November 2021 to April 2022
Service inbound calls while consulting Corporate Card Members to learn about their needs and recommend the right American Express benefits or service.
Deliver high levels of product and service knowledge to clearly communicate right product features, benefits, and other elements of American Express Corporate Card services.
Continuously improve on building a rapport that understands the customer needs, handling and providing excellent customer service.
Extraordinary customer care by responding to questions concerning accounts in a fast pace, care environment.
Help Desk with customers installing applications on their computer.
A passion for building customer loyalty through exceptional listening.
Document reports that are necessary for special accounts, to prove policies and procedures. Adhere to all Regulatory and Compliance guidelines related to service and sales practices.
Customer Service Rep PC2
EXPRESS-SCRIPTS - Tempe, AZ Aug 2020 to Mar 2021
Monitored all aspects of treatment for our client base (care for children) and oversaw the communication of sensitive information to a variety of stakeholders.
This task proved 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 help the preparation of essential documents, including applications, authorization renewals and special reports.
Liaised closely with both the court system and social workers to track, watch 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 fill-out forms for other doctors for children/visits, which 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 medication
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. Improve the maintenance of the firm’s data and the accuracy of its records.
Monitoring stock and ordering office supplies, including stationery and information leaflets for clients and clinicians.
Provided overall team administrative support to six DR. Child Psychiatry staff members, updating them on educational events thereby supporting their continuous professional development criteria.
Executive Administrative Coordinator
VENTURI STAFFING - Concord, CA January 1999 to December 2004
Monitored all aspects of treatment for our client base (care for children) and oversaw the communication of sensitive information to a variety of stakeholders.
This task proved my ability to work successfully with a variety of stakeholders and oversee 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.
Consulted 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 support 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, which 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 medication
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. Improve the maintenance of the firm’s data and the accuracy of its records.
Monitoring stock and ordering office supplies, including stationery and information leaflets for clients and clinicians.
Provided overall team administrative support to six DR. Child Psychiatry staff members, updating them on educational events thereby supporting their continuous professional development criteria.
Administrative Assistant
OFFICE TEAM ROBERT HALF - Stockton, CA 95219
January 1997 to December 1999
Managed all the recruitment and selection for the Human Resources function: posting job adverts, collating responses, keeping candidate interaction, conducting assessments, and dealing with the on-boarding process.
Coordinated all Blood Drive events were point of contract for information and products,
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 as coordinator, in orchestrating an annual luncheon for corporate sponsors and donors.
Customer Service Lead
AVIS RENT-A-CAR SYSTEMS - San Francisco, CA
January 1989 to December 1997
Drop the firm’s customer satisfaction levels by personally handling all difficult and escalated complaints from clients. My success in this area was 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 on boarding 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, and 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 management team in handling the union negotiations gaining invaluable experience with managing collective discussions and dispute resolutions.
Enforcing all cash handling, checking, and credit procedures
Education
M. Sc. in Human Resource Management
Golden Gate University - San Francisco, CA July 2006 to April 2011
Certification in Human Resources
Certification in Human Resources
E Cornell University - Ithaca, NY June 2006 to December 2006
BSA in Health Care Administration
BSA in Health Care Administration
American Intercontinental University - Schaumburg, IL March 2004 to June 2005
Associate in Business Administration
Associate in Business Administration
American Intercontinental University - Schaumburg, IL June 2004 to December 2004
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