Open to opportunities

Monica Valdez

@monicavaldez

Message

Reliable bilingual customer service professional with 4+ years experience.

United States

Message

What I'm looking for

I seek a role that values customer relationships and offers growth opportunities.

As a dedicated customer service professional with over four years of experience, I excel in providing exceptional support in high-volume environments. My role at ModivCare involves managing over 60 customer interactions daily, where I focus on resolving service concerns while maintaining key performance metrics. I pride myself on my ability to empathize with customers, listen to their needs, and deliver solutions that foster trust and satisfaction.

My experience spans various communication channels, including phone, email, and chat, allowing me to adapt my approach to meet diverse customer needs effectively. I am also bilingual in English and Spanish, which enhances my ability to connect with a broader range of clients. I thrive in remote work settings, where my focused and independent work style enables me to maintain high performance and efficiency. I am eager to bring my customer-first mindset and proactive problem-solving skills to a new team.

Experience

Work history, roles, and key accomplishments

Current

Member Experience Specialist

Current

ModivCare

Jan 2021 - Present (4 years 7 months)

Delivered high-quality support to over 60 members daily via phone, email, and fax, resolving service issues by identifying customer needs and educating them on procedures and solutions. Maintained high performance in a metrics-driven environment, including efficiency and issue resolution rates, while collaborating with leadership to support new hires and coach peers.

Customer Support Email Support Fax Performance Metrics Coaching Customer Service CRM Systems Conflict Resolution

Customer Service Representative Agent

LogistiCare

Feb 2019 - Present (6 years 6 months)

Supported customers by coordinating transportation services and providing accurate account details, answering high call volumes with minimal wait times while meeting productivity benchmarks. Transformed challenging calls into positive experiences using calm communication and problem-solving, adapting quickly to changing systems and workflows.

Customer Service Problem Solving Communication Communication Adaptability Customer Support CRM Systems

Cashier

Little Caesars Pizza

Aug 2017 - Present (8 years)

Processed cash, card, and check transactions with precision. Delivered warm, friendly service under pressure, increasing customer return visits.

Customer Service Sales Communication Teamwork Customer Satisfaction Time Management

Cashier

Wendy's Restaurant

Sep 2015 - Present (9 years 11 months)

Provided fast, efficient service and promoted menu items to drive sales. Maintained work area cleanliness and supported teammates with shift coverage as needed.

Customer Service Teamwork Food Service Communication Time Management Customer Satisfaction

Education

Degrees, certifications, and relevant coursework

Metro Tech High School

High School Diploma, Early Childhood Education

Completed high school education with a focus on Early Childhood Education. Gained foundational knowledge and skills relevant to working with young children.