Valerie Margolis
Buffalo Grove,IL
Summary
Professional with strong background in enhancing customer experiences. Skilled in problem-solving, communication, and project management. Known for teamwork, adaptability, and delivering impactful results. Expertise includes customer service strategies, process improvement, and relationship building. Reliable in dynamic environments and focused on achieving organizational goals.
Experienced with managing customer interactions and resolving inquiries efficiently. Utilizes communication and problem-solving skills to enhance customer satisfaction and loyalty. Track record of fostering positive relationships and driving team success.
Overview
9
9
years of professional experience
Work History
Customer Experience Coordinator
Veterinary Emergency Group
03.2024 - 03.2025
- Monitored Customer Experience Coordinator team performance, providing constructive feedback and coaching when needed.
- Resolved escalated customer issues, ensuring timely resolution and maintaining high levels of satisfaction.
- Introduced personalized follow-up procedures after resolving complaints, increasing positive feedback from customers about their experiences.
- Trained new team members on company guidelines and best practices for exceptional customer service delivery.
- Identified areas of improvement in customer service processes, implementing effective solutions to optimize performance.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Developed strong relationships with key clients, fostering loyalty and enhancing brand reputation.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Documented customer interactions in internal database to maintain customer service history details.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Facilitated smooth daily operations by answering incoming calls, directing inquiries, and taking messages for veterinarians as needed.
- Managed multi-line phone system and pleasantly greeted patients.
- Provided compassionate support during difficult situations such as end-of-life decisions or emergency visits, establishing trust with clients.
- Maintained office and waiting room, keeping common areas clean and tidy.
- Assisted veterinarians in providing timely care to patients through effective communication and coordination of services.
- Reduced wait times for clients by promptly checking in patients upon arrival at the clinic.
- Improved client retention by providing exceptional customer service to pet owners in person and over the phone.
- Assisted in training new staff members on reception procedures and software systems, contributing to overall team success.
- Triaged incoming patients to determine treatment needs and urgency of care.
- Entered data from pet records and office visits into computer system.
- Contributed to positive work environment through excellent teamwork and collaboration with staff members.
- Greeted pet parents with warm smile and pleasantly asked for sign-ins upon arrival.
- Fielded phone calls from pet owners, answered questions and took messages for veterinarians.
- Promoted clinic services and products through knowledgeable recommendations to pet owners based on their specific needs.
- Maintained confidentiality of sensitive client information while handling financial transactions accurately.
- Maintained current and accurate medical records for patients.
- Increased accuracy of medical records by diligently updating patient information during each visit.
- Boosted clinic revenue with accurate billing and invoicing procedures.
- Supported veterinary team with efficient management of supplies, ensuring all necessary materials were available for procedures.
- Contributed to team meetings with suggestions for service improvements.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Processed medical insurance claims and payments.
- Conducted patient intake interviews, recording and documenting relevant information.
- Obtained payments from patients and scanned identification and insurance cards.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Managed office bookkeeping with insurance billing and patient payments.
- Prepared and processed patient referrals and transfer requests.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
- Supported office staff and operational requirements with administrative tasks.
Financial Service Advisor
TTEC
08.2018 - 07.2019
- Streamlined financial reporting processes for improved efficiency and accuracy.
- Conducted regular reviews of client portfolios to assess progress towards achieving established goals.
- Managed a diverse portfolio of investments, effectively mitigating risk and maximizing returns.
- Delivered informative presentations at industry conferences, promoting thought leadership within the field of finance.
- Trained junior team members in financial analysis techniques, improving overall team performance.
- Optimized workflow processes within the department, resulting in increased productivity among team members.
- Developed comprehensive financial plans to help clients achieve their long-term goals.
- Increased client satisfaction by providing personalized financial advice and building strong relationships.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Cross-trained and backed up other customer service managers.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Health Benefit Representative
Maximus Federal Services
02.2018 - 06.2018
- Led workshops on health benefits management best practices for internal staff development and external client education events.
- Educated members on plan options, empowering them to make informed decisions about their healthcare coverage.
- Ensured compliance with federal regulations governing Health Benefit Representative activities and reporting requirements.
- Assisted HR representatives in tailoring employee benefit packages to meet the unique needs of each organization.
- Implemented effective strategies for verifying eligibility, reducing instances of improper payments due to inaccurate information.
- Managed high-volume call center, ensuring prompt and accurate responses to all inquiries related to health benefits.
- Provided timely communication updates regarding ongoing claim status or necessary documentation requests from members or medical providers.
- Improved customer satisfaction by addressing and resolving complex health benefit inquiries.
- Streamlined benefits processing for increased efficiency and reduced turnaround times.
- Conducted thorough investigations into disputed claims, resulting in fair resolutions for both parties involved.
- Coordinated open enrollment activities, ensuring seamless transitions between old and new coverage periods for all clients served by the organization.
- Supported company initiatives in promoting health and wellness by delivering educational materials and resources to clients.
- Developed comprehensive training materials for new hires, increasing team proficiency and reducing onboarding time.
- Collaborated effectively with sales, HR and payroll representatives.
- Assisted with design and implementation of various employee benefits programs.
- Researched and analyzed wage, salary and other industry trends.
- Conducted thorough benefits audits to ensure compliance with federal, state, and local regulations.
- Maintained confidentiality of all employee information.
- Processed enrollment paperwork and benefits forms.
Customer Service Representative
Teleperformance USA
05.2017 - 10.2017
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Developed a comprehensive knowledge of product offerings to better assist customers with informed recommendations.
- Contributed to positive team culture, driving motivation and productivity among peers.
- Maintained high levels of customer retention with proactive relationship-building strategies.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
- Achieved high-quality service by adhering to company policies and procedures during each interaction.
- Created and maintained detailed database to develop promotional sales.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Bank Customer Service Representative
Atento BBVA
11.2015 - 05.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Sought ways to improve processes and services provided.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Collaborated with team members to achieve branch sales targets by promoting banking products and services.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Educated customers about available services, products and bank resources.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Facilitated successful loan applications for clients by guiding them through the process step-by-step while adhering to lending guidelines.
- Provided expert guidance on account management, enabling customers to make informed decisions about their finances.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Answered bank phone lines and directed customers to appropriate department to address concerns.
- Investigated disputes and handled suspected fraud with diligence and attention to detail.
- Contributed to the growth of the bank''s customer base through effective cross-selling techniques and personalized service recommendations.
- Streamlined banking processes for increased efficiency and improved client experience.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Supported fraud prevention efforts by diligently monitoring transactions for suspicious activity and escalating concerns as needed.
- Collected feedback from customers to help improve service delivery and banking processes.
- Exceeded performance metrics by consistently meeting or surpassing productivity goals.
- Consulted with customers on individual needs and offered solutions aligned with individual situations and preferences.
- Assisted clients in navigating complex financial products, ensuring clarity and understanding of services offered.
- Monitored and verified suspicious activity on customer accounts.
- Assisted customers with banking needs and inquiries.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Handled various accounting transactions.
- Executed wire transfers, stop payments and account transfers.
- Processed applications for new accounts.
- Educated customers on online banking and mobile banking applications.
- Built strong relationships with customers, fostering trust and loyalty through exceptional service.
- Participated in ongoing training programs to stay current on industry trends and best practices.
- Went above and beyond with service to promote loyalty and support bank goals.
- Calculated fees due, interest and change for customer transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Received loan and utility payments, sending funds to correct destinations.
Education
No Degree -
South Texas College
McAllen, TXNo Degree -
College of Lake County
Grayslake, ILHigh School Diploma -
Edinburg High School
Edinburg05-2015
Skills
- Patience and composure
- Training and coaching
- Customer service
- Teamwork and collaboration
- Problem-solving skills
- Time management
- Attention to detail
- Multitasking
- Computer skills
- Customer service excellence
- Organizational skills
- Verbal and written communication
- Data entry
- Customer relationship management
- Issue and complaint resolution
- Record keeping
Languages
Spanish
Limited Working
Timeline
Customer Experience Coordinator
Veterinary Emergency Group
03.2024 - 03.2025
Financial Service Advisor
TTEC
08.2018 - 07.2019
Health Benefit Representative
Maximus Federal Services
02.2018 - 06.2018
Customer Service Representative
Teleperformance USA
05.2017 - 10.2017
Bank Customer Service Representative
Atento BBVA
11.2015 - 05.2016
No Degree -
South Texas College
No Degree -
College of Lake County
High School Diploma -
Edinburg High School
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