Bethzaida Rodriguez

*** * ****** ******

Bethlehem, PA 18018

570-***-****

ace5ld@r.postjobfree.com

Skills

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• •

Experienced Customer Service Representative Excellent computer skills including the entire Microsoft Office suite

and many other programs. (PeopleSoft etc.)

• Conduct High volume phone calls

• Serious commitment to ethics

• Well versed in various levels of customer service including, call

• Believe deeply in producing excellence all levels of endeavor

center, collections, medical billing and claims, account review and

correction

• Highly proficient researcher

• Worked for a large retailer as a trouble shooter, and dealt with

multiple account issues • Bilingual in Spanish, Read, Write

• Committed team player

• Type 55 Words

Professional Experience

Okay Supplies 7/2012-7/2014

Customer Service Representative

• Answered phones and processed orders

• Processed returns and refunds

• Inventory

• Shipped and received baby products on a timely basis

Mpower Energy 5/2012-7/2012

Bilingual Energy Consultant

• Researched customers utilities bills and explained usage

• Offered plans to lower monthly bills 25%

• Explained how to conserve energy

• Filled out and submitted applications for customers

• Followed up with customers for further information needed

McKesson Technology 9/2011-05/2012

Bilingual Patient Server

• Worked directly for MD in the emergency room

• Processed new medical claims for patients

• Adjusted existing medical claims and resubmitted

• Referred patients to appropriate health care services or resources

• Explained policies, procedures, or services to patients using medical or administrative knowledge

• Translated patients Spanish correspondence to English for appropriate departments

• Processed Medicaid and Medicare claims including out of state patients

• Average 120+ calls per shift with an average QA of 95% or better

• Highly proficient in de-escalating unhappy customers and identified issue and corrected

Verizon Wireless 11/2007-11/2010

Bilingual Customer Service Representative

• Worked in a store setting, opened and closed store

• Connected with customers and actively helped them with their concern

• Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of

complaints

• Check to ensure that appropriate changes were made to resolve customers' problems

• Reviewed insurance policy terms to determine whether a particular loss is covered by insurance

• Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills

• Helped a major amount of Spanish speaking customers

AAA Michigan 3/2005-8/2007

Call Center Representative

• Average 120+ calls per shift

• Operated automatic call distribution (ACD) telephone set and PC running Windows-based applications, to accurately receive record and respond to Member’s

requests.

• Properly answered and accurately processed incoming calls

• Demonstrated a pleasant and professional telephone manner

• Accurately entered information, comments and complaints in the D/2000 PC application

• Assisted Members, utilizing AAA maps and/or PC based map program, to determine their breakdown location

• Processed credit card and member billing

• Listened and probed for additional information as necessary

• Certified in various states

• Arranged for debt repayment or establish repayment schedules, based on customers' financial situation

• Answered customer questions regarding problems with their accounts.

• Traced delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.

EDUCATION: Glenmont Job Corp. General Equivalent Diploma

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