Customer Service Manager & Account Manager
Resume:
Monica Limon
Customer Service Manger/Account Manager
Maricopa, AZ 85138
************@*****.***
Professional Summary
To obtain a challenging position with a company who values their employees, where my skills and experience will be utilized to maximum potential.
Authorized to work in the US for any employer
Work Experience
Dispatcher-Office Admin
Tda Transportation-Maricopa, AZ
June 2024 to Present
• Monitor GPS tracking systems (Motive, Rhino) to track the location of vehicles in real-time and make necessary adjustments to optimize efficiency
• Manage daily schedules, assigning drivers to specific routes based on customer demands and driver availability
• Manage and dispatch a fleet of 10 vehicles to ensure timely delivery of goods and services
• Maintain constant communication with drivers via radio or phone to provide updates on traffic conditions, route changes, or customer requests
• Respond promptly to customer inquiries, resolving issues or concerns related to deliveries or pick-ups
• Collaborate with warehouse staff to ensure accurate loading and unloading of goods onto trucks for efficient transportation
• Utilize computer software systems to input data regarding orders, deliveries, and driver logs for record- keeping purposes
• Implemented safety protocols and procedures for drivers, ensuring compliance with local traffic laws and company regulations
• Coordinate emergency response efforts in case of accidents or breakdowns by contacting appropriate authorities or arranging alternative transportation solutions
• Optimize routing strategies by analyzing traffic patterns, road closures, weather conditions, and other factors that may impact delivery times
• Track fuel consumption for each vehicle in the fleet and implemented measures to reduce fuel costs through efficient route planning
• Conduct regular performance evaluations of drivers based on key metrics such as on-time delivery rates, customer satisfaction scores, and adherence to company policies
• Develop strong relationships with customers/brokers by providing exceptional service experiences during interactions over the phone or email
• Ensure full compliance with Department of Transportation (DOT) regulations and maintained accurate records for external audits by conducting scheduled internal audits of processes and procedures.
• Improve customer satisfaction by resolving delivery issues promptly and effectively Medical Office Administrative Assistant
Pain Solutions-Chandler, AZ
April 2024 to June 2024
• Managed patient scheduling and appointment coordination, ensuring efficient use of physician's time
• Maintained accurate and up-to-date medical records for all patients, adhering to HIPAA regulations
• Coordinated insurance verification process, reducing claim denials by XX%
• Assisted with billing and coding tasks, accurately inputting charges and submitting claims in a timely manner
• Responded to patient inquiries regarding appointments, test results, and general office policies
• Performed administrative duties such as answering phone calls, filing documents, and managing office supplies inventory
• Collaborated with healthcare providers to ensure seamless patient care transitions between departments
• Implemented electronic health record system resulting in improved data accuracy and accessibility
• Maintained strict confidentiality of patient information in accordance with privacy laws and regulations
• Supported physicians during examinations by preparing examination rooms with necessary equipment
• Updated patient demographic information regularly to maintain accurate records
• Utilized medical terminology knowledge when communicating with healthcare professionals or patients
• Investigated discrepancies in medical records or billing statements to resolve issues promptly
• Scheduled follow-up appointments for patients based on physician recommendations
• Assisted in the preparation of financial reports and budgets for the medical office Driver
Cookunity-Phoenix, AZ
January 2023 to April 2024
Deliver food prep to customers on a weekly basis.
Sr. Customer Service Representative
Viant Medical-Fremont, CA
January 2018 to February 2022
• Resolved complex customer inquiries and complaints, achieving an average customer satisfaction rating of 85% from 45%
• Managed a team of 5 customer service representatives, providing guidance and support to ensure high-quality service delivery
• Collaborated with cross-functional teams to identify process improvements and implement solutions that enhanced the overall customer experience
• Led weekly team meetings to discuss performance metrics, address challenges, and share best practices
• Developed strong relationships with key clients through regular communication and proactive problem- solving
• Identified opportunities for upselling or cross-selling products/services based on customers' needs and preferences
• Assisted in the development of customer service policies and procedures to ensure consistency across the department
• Trained team members on effective communication techniques to de-escalate challenging situations with dissatisfied customers
• Implemented a feedback system to gather insights from customers regarding their experience with the company's products/services
• Coordinated with other departments (e.g., sales, marketing, production) to address recurring issues or trends identified through customer interactions
• Maintained accurate records of all customer interactions using CRM software for future reference or analysis purposes
• Trained team members on effective communication techniques to de-escalate challenging situations with dissatisfied customers
• Implemented a comprehensive risk management strategy to mitigate potential disruptions in the supply chain caused by external factors such as natural disasters or geopolitical events
• Developed contingency plans for critical components/materials to minimize the impact of supply disruptions on production schedules
• Managed a team of 5 warehouse staff members, providing training, guidance, and performance evaluations
• Developed and implemented standard operating procedures (SOPs) to ensure consistent workflow and adherence to safety regulations
• Collaborated with cross-functional teams to coordinate inbound/outbound shipments and resolve any logistical issues or delays
• Conducted regular audits of inventory levels to identify discrepancies and implement corrective actions as needed
Customer Service Manger
PMA Industries Inc-Phoenix, AZ
February 2014 to October 2018
• Managed Customer Service Department, Warehouse and shipping departments. Including, but not limited to incoming/outgoing orders, tracking, problems, and production flow.
• Processed shipping labels and invoiced (Using Sage) all shipping orders, daily.
• Accounts Receivables for all accounts with outstanding invoices from 2-180+ days, collecting payment, reconciling accounts, issuing credits and sending out statements.
• New sales/account management; recruited new customers via trade/consumer shows, calls, email inquiries. Set up new accounts and pricing, pushed new products into to their current lines. Manage accounts to maintain steady clientele by weekly follow ups of sales, profits, sustainability and new product intro.
• Assisted in creating updated website for customers including new order placement account access, billing and order management, Upgraded from original process of Excel order sheets sent via email.
• Handled all returns, including exchanges and refunds. Analyzed returns for improvements.
• Warehouse/retail store management; setup packaging SWI for all shipments, inventory control, packaging, printing of inserts, and International shipping
• Assisted production with standard work instructions for manufacturing to improve work flow.
• Facilitated Production schedules with the production department for order timelines.
• Scheduling; coordinated scheduling for warehouse, shipping and customer service departments to ensure proper staffing including hiring new employees. Customer Service Representative
Revana, previously Direct Alliance-Tempe, AZ
September 2010 to December 2012
• Customer Service Representative, took customer calls looking for ad space for Google.
• Screened each caller for their specific needs.
• Researched each company on the web using details provided.
• Explained keywords and Google Advertising prior to transferring them to sales. Administrative Assistant/Human Resources
Group Manufacturing Services-Tempe, AZ
March 2008 to August 2012
• Started as a receptionist, quickly advanced to Administrative Assistant then shortly after added Human Resources to my title.
• Assisted VP of Finance Daily by running all financial reports including but not limited to General Ledger, Sales, Commissions, Receivables, Current Lead Time Reports, Inventory, and Purchasing Status.
• Filed all reports in secure location and properly destroyed outdated reports.
• Managed all job postings via job boards, incoming applications, new hire orientation and new hire paperwork.
• Met with benefit representatives to always ensure we had competitive rates and benefits for employees.
• Submitted all new enrollees for medical/dental/vision/life insurance and changes for existing employees. Including during open enrollment.
• Calculated employees hours weekly for payroll.
• Invoiced all sales from the prior days deliveries, sent invoices to customers and compared invoices to PO to ensure proper processing.
• Proceed Use Tax reports quarterly to be submitted to the State.
• Maintained VP’s calendar for meetings, coordinating travel and other events, as needed. Education
High school or equivalent in General Studies
Success Academy-Phoenix, AZ
Skills
• QUICKBOOKS (3 years)
• Microsoft Excel
• Adobe Photoshop
• Tax experience
• General Ledger Accounting
• Customer service
• Leadership
• Basic math
• Account development
• Training & development
• Spanish
• ATS
• Procurement
• English (10+ years)
• Oracle
• Purchasing
• Analysis skills
• Bilingual
• Accounts Receivable (10+ years)
• Account management
• SAP
• QuickBooks
• Time management
• Supervising experience
• 5S
• Management
• Live chat
• Adobe Acrobat
• excel (10+ years)
• Sage
• Account reconciliation
• Front desk
• Talent acquisition
• Accounting
• Communication skills
• Microsoft Word
• Computer skills
• Negotiation
• CUSTOMER SERVICE (10+ years)
• Accounts Payable
• Lean Manufacturing
• Accounts receivable
• B2B sales
• Spanish (10+ years)
• MICROSOFT OFFICE (10+ years)
• Contracts
• ERP Systems
• Call Center
• Receptionist (10+ years)
• HR sourcing
• Pricing
• Accounts payable
• Multilingual
• CUSTOMER SERVICE MANAGER (10+ years)
• Construction administrative experience
• Data Entry (10+ years)
• Medical terminology
• English
• Sales (8 years)
• management (7 years)
• Marketing
• Administrative Assistant (10+ years)
• Google Suite
• Customer support
• Typing
• Organizational skills
• Heavy lifting
• Cold calling
• Sales
• ERP systems
• Microsoft Outlook
• Customer Care (10+ years)
• Front Desk (5 years)
• typing (10+ years)
• Project management
• Account Management (5 years)
• Adobe Illustrator
• Schedule management
• Supply chain
• Microsoft Office
• Phone etiquette (10+ years)
• CRM software
• Customer Experience (10+ years)
Certifications and Licenses
Customer Service Skills assessment - Proficient
October 2018
Indeed Assessments™ evaluation completed with Proficient rating. View my results:
https://share.indeedassessments.com/share_assignment/hoea-du19bmbsafu Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Driver's License
November 2014 to November 2035
Additional Information
Skills & Abilities
Bi-lingual in Spanish, read, write and speak fluently. Customer Service Manager, proficient in office equipment and procedures. In addition to employment listed, I worked for an air conditioning install/ service company as an administrative assistant for 5 years prior to them going out of business, I have also worked many years in my family food truck during my younger years. Experience in data entry, filing, and customer service for temporary positions, mortgage industry as an administrative assistant, and a loan document specialist. Tested with proficiency in many programs and software including Sage, Microsoft Office, Internet, Email, QuickBooks, Salesforce, Oracle systems, Lean manufacturing, 5S, reporting and many more. I am a quick learner, self-starter and self-motivator.
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