Category: HEALTHCARE

         CUSTOMER SERVICE REPRESENTATIVE       Summary    My favorite part of working is being able to interact with people. I love to provide Customer Service and provide the best experience with the company. My personal experiences have made me realize I like to make a call or a store visit  more worthwhile for the customer. My purpose is make what can be a boring or tedious task to be a better experience and make a happy and loyal customer. I mainly have worked in call centers and a little experience in sales and store customer service.      Highlights           High customer service standards      Computer skills in power point, word, autocadd, chief architect, word spreadsheet, some Excel, internet, and intranet.     Dedicated to process improvement  Conflict resolution proficiency  Devoted to data integrity  Troubleshooting skills  Proficient with Microsoft Office Suite      Bilingual in Spanish  Proficient in reading and writing in spanish  Strong writing skills and comprehension in both English and Spanish            Accomplishments      Managed call flow with up to  200+  calls in queue per minute.   Exceeded corporate target for customer satisfaction  for  2-3  months in a row several times.       Earned cash bonuses for Customer Satisfaction several times         Experience      Customer Service Representative     Sep 2014   to   Mar 2015      Company Name   －   City  ,   State     TMG is a call center where I attended customers with their Medicare RX plans and for Medicare Advantage Plans.  Accomplished customer satisfaction with members regarding  billing, advising on health and dental benefits, quoting benefits and enrollments.         Customer Service Representative     Oct 2013   to   Sep 2014      Company Name   －   City  ,   State      Provided accurate and appropriate information in response to customer inquiries.      Demonstrated mastery of customer service call script within specified timeframes.  Improved customer ratings.            Sitel is a call center that is a third party outsourcing company that takes billing calls for USAA insurance company.  My job was to answer billing inquiries for home and auto insurance.  Successfully set up non payment cancellation arrangements, applied payments and resolved billing issues.         Customer Service Representative     Aug 2011   to   May 2013      Company Name   －   City  ,   State      Collected customer feedback and made process changes to exceed customer satisfaction goals.     Made reasonable procedure exceptions to accommodate unusual customer requests.        Provided accurate and appropriate information in response to customer inquiries.          Addressed customer service inquiries in a timely and accurate fashion.              Developed effective relationships with all call center departments through clear communication.              Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.                Built customer loyalty by placing follow-up calls for customers who reported product issues.           Provided assistance to customers with online orders.   Communicated any  video rentals owed via the store portals when needed.  Besides attending customers on phone, I also resolved issues to customer requests and assistance via emails sent in to company.  Worked with management and  corresponding departments related with complaints received from customers.         Customer Service     Oct 2009   to   May 2010      Company Name   －   City  ,   State     I worked for Headway Corporate on a contract (temporary) basis at AIG/WNL where I had the opportunity to speak to clients about their retirement plans and products like 401k's and annuities.   Maintained up-to-date records at all times.      Built customer loyalty by placing follow-up calls for customers who reported product issues.            Agent     Apr 2006   to   Feb 2009      Company Name   －   City  ,   State     Represented  Nationwide as a licensed Customer Service Agent  Performed quotes and changes to auto and home insurance policies.   Provided accurate and appropriate information in response to customer inquiries.      Addressed customer service inquiries in a timely and accurate fashion.          Maintained up-to-date records at all times.          Properly directed inbound calls in phone queues to improve call flow.              Floor Sales Associate     May 2004   to   Oct 2005      Company Name   －   City  ,   State     Enhanced customer service by interacting with customers and pinpointing their search an d needs on the product they were looking for.  Boosted sales by offering other choices and taking advantage of the sale for the week.             Healthcare Provider     Aug 1999   to   Oct 2001      Company Name   －   City  ,   State     AHS is a company who cares for mentally and physically disabled adults.  My job consisted of helping patients with their everyday activities, including transportation and med administration.   Observed and documented patient status and reported patient complaints to the case manager.     Planned, prepared and served meals and snacks according to prescribed diets.                  Healthcare Provider     Jan 1999   to   Aug 1999      Company Name   －   City  ,   State        Through Manna I  cared for a mentally and physically disabled adult.  I cared for only one because I was a long distance employee in El Paso, TX.   Positioned client for comfort and to prevent skin pressure problems.      Documented client records on daily flow sheets.       Communicated to parents of client and to company.     Cared for client at either parents home as well as transportation when needed.          Education      Associate of Arts  ,   Interior Design   2004     Amarillo College   －   City  ,   State  ,   USA          Associate of Arts  ,   Interior Design    Border Institute of Technology Amarillo College   －   City  ,   State     Began Associates degree here but moved to Amarillo and continued and finished education in Amarillo       Interests     My interests are my family and enjoying my husband and children. I love history, arts and movies. We love to travel, sight seeing and visiting other family members.       Languages     I am fluent, reading, writing, and speaking both English and Spanish.        Skills      Excellent interpersonal skills     Compassionate and trustworthy      Detail-oriented       Time management       Professional and friendly       Telephone Skills      Active Learning     ​        Additional Information     I like to spend time with family and church family. I like to support school fund raisers and show appreciation for music and arts.