Monica Calderón
Laveen
Summary
Dynamic and results-oriented professional with extensive experience in troubleshooting, customer care, and American Express banking products. Recognized for exceptional teamwork and adaptability, consistently delivering high-quality results in fast-paced environments. Strong communication skills and a customer-focused approach enhance problem-solving capabilities, ensuring client satisfaction and operational efficiency. Committed to leveraging technical expertise to drive impactful solutions that align with organizational goals and foster continuous improvement.
Overview
13
13
years of professional experience
Work History
Analyst - Banking Subject Matter Expert
American Express
08.2024 - Current
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
- Developed comprehensive training materials for new analysts, improving onboarding efficiency.
Onboarding Specialist
American Express
03.2024 - 07.2024
- Created smooth onboarding processes to help new customers through application,
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Banking Operations Support Specialist
American Express
07.2022 - 02.2024
- Provided guidance and mentorship to colleagues fostering a supportive work environment.
- Identified areas for improvement in current processes, proposing innovative solutions that led to increased efficiency.
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Utilized advanced troubleshooting skills when resolving difficult cases, demonstrating resourcefulness and determination in achieving positive outcomes for customers.
Chat Customer Care Professional
American Express
12.2021 - 06.2022
- Enhanced customer satisfaction by addressing and resolving customer inquiries and complaints in a timely manner.
- Increased first-call resolution rates by effectively navigating internal systems to find quick solutions for customers.
- Surpassed performance metrics in key areas such as average handle time, quality assurance scores, and resolved cases per day.
- Provided excellent support to customers, troubleshooting technical issues and guiding them through resolution steps.
Web Chat Representative
Maximus
11.2018 - 08.2021
- Assisted customers via live chat
- Helped chatters with account troubleshooting, webpage navigation, and online forms
- Collected customer information via chat to complete applications forms and submit online enrollments
- Documented and submitted chatter information pertaining to health and drug plan complaints
- Offered and promoted user account navigation to facilitate online options
- Trained other employees to provide TTY services and complete plan complaints
- Time-managed and multitasked on up to 4 chats at a time
Web Chat Representative
General Dynamics Information Technology
03.2015 - 11.2018
- Responded to live chat and phone inquiries
- Provided online and mobile technical support, webpage navigation information, as well as researched customer accounts via chat
- Promoted webpage features and online options
- Managed up to 3 chats and a phone call simultaneously
- Assisted with Teletypewriter (TTY) services on a weekly basis
- Composed and sent email responses when necessary
- Worked in a team setting to identify common trends and troubleshooting solutions
- Submitted system feedback when necessary
- Collaborated with supervisor to produce training material to improve department productivity
- Trained and mentored new chat employees
Claims Customer Service Representative
General Dynamics Information Technology
02.2014 - 03.2015
- Addressed complex claims inquiries via phone
- Relayed difficult denial information in an empathic way
- Conducted claims research to resolve issues, identified when to appropriately escalate an issue
- Worked closely with supervisors to submit escalations when necessary
- Promoted and offered online self-service options to callers when possible
Customer Service Representative
General Dynamics Information Technology
07.2013 - 02.2014
- Provided responses to inbound phone inquiries in a courteous professional manner
- Handled difficult conversations with frustrated callers regarding health coverage
- Implemented call flow and first call resolution to address callers needs
- Followed standard operating procedures and privacy rules
- Adhered to Secure Floor Policy and HIPAA regulations
- Maintained a quality scorecard of 98%
Waitress
P.R. Club Restaurant
07.2012 - 05.2013
- Greeted and seated customers in a friendly manner
- Informed customers of specials, answered menu item questions, took food and drink orders
- Maintained a clean work environment
- Assisted other servers when necessary
Education
Highschool Diploma - General studies
South Mountain High School
05.2013
Skills
- Strong communication skills via phone and in a virtual chat setting
- Team-oriented and self-sufficient
- Ability to navigate changing policies and demands
- Engaged listener
- Confident and experienced multitasker
- Dependable and detail-oriented
- Technical support proficiency
- Microsoft office
Languages
English & Spanish
Fluent
Timeline
Analyst - Banking Subject Matter Expert
American Express
08.2024 - Current
Onboarding Specialist
American Express
03.2024 - 07.2024
Banking Operations Support Specialist
American Express
07.2022 - 02.2024
Chat Customer Care Professional
American Express
12.2021 - 06.2022
Web Chat Representative
Maximus
11.2018 - 08.2021
Web Chat Representative
General Dynamics Information Technology
03.2015 - 11.2018
Claims Customer Service Representative
General Dynamics Information Technology
02.2014 - 03.2015
Customer Service Representative
General Dynamics Information Technology
07.2013 - 02.2014
Waitress
P.R. Club Restaurant
07.2012 - 05.2013
Highschool Diploma - General studies
South Mountain High School
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