* **** Nona Road ~ Columbus, Ohio ***** ~ Cell: 614-***-****/614-***-**** ~ Email: adu7r7@r.postjobfree.com *

PROFESSIONAL GOAL

Seeking employment in a challenging and versatile position with a company that cares about its hard working employees and offers chance for growth. Interested in the fields of Customer Service Specialist, Claims Processor or Technical Support Representative. I am a dependable customer service relations specialist with strong interpersonal skills, listening skills and ability to connect and empathize with many different client types. I have a team player attitude who works well alone or with supervision. I strive to go above and beyond to resolve all issues before leaving the client. I am proficient with researching, multitasking, organization, attention to detail, conflict resolution and level headed under pressure. I have a typing speed of 55-60 wpm and data entry speed of 9,500 ksph and am very proficient working with various computer screens and programs simultaneously.

SKILLS / EXPERTISE

Microsoft Office Suite, MS Outlook Windows, OS/2, DOS, Powerpoint

Word Perfect Office, Knowledgebase Excel, Lotus 1-2-3, Quattro Pro

Internet/ Intranet / Email proficient iPhone, iPad and iPod, Call Center Environment

IAD, Facets, Citrix, EXP Macess iOS System & Android Systems Knowledge

AS400, CMS Mainframe, Dbase III +, Q & A SalesForce, Oracle, SharePoint, LINK

EXPERIENCE

Pozent Corporation (Contract Assignment) Apr 22 ~ Oct 22

371 Hoes Ln #200, Piscataway, NJ 08854, 732-***-**** ~ www.pozent.com

Amerihealth Caritas: Provider Claims Service Representative ~ Responsible for responding in a timely, professional and courteous manner to all customer needs. This included provider phone calls or correspondence regarding benefits, eligibility, and other provider issues. Reviews and adjudicates claims based on provider and healthplan contractual agreements and claims processing guidelines. Served as a Subject Matter Expert, Conducted cross training to staff as required, Demonstrated solid knowledge of Provider Service/Claim systems, functions and team process, Demonstrated superior skill in dealing with provider issues/inquiries, team members, and co-workers. Suspend/Forward claims requiring additional information and/or special handling, initiated action to obtain required information, with external department intervention to the appropriate department or person. Monitor outstanding inquiries working with management staff to identify and resolve areas of non-compliance, Review/verifies quality audit reports, Reconciles audit discrepancies, corrects in system and make appropriate changes to avoid recurrence, Maintains thorough knowledge of claims process systems, its databases and subsystems, Respond to and resolve provider and health plan claim inquiries, Monitor and track aged, pended and open reports to maintain timeliness in claims processing, Input claims into the system for appropriate tracking and processing, Document file, as appropriate, to support payment decision, Served as a Subject Matter Expert and conducts training as required, Conducts cross training to staff as required.

Pride One Technologies (Contract Assignment) Aug 21 ~ Nov 21

420 Lexington Ave, 30th floor., New York, NY 10170, 929-***-****

Morgan Stanley: Wealth Management Customer Service Professional (Contract/Remote) ~ Support areas included Cash Management products and services, Online Client Website and Mobile application issues training, ability to contribute in a fast paced, team-oriented environment, aptitude to multi-task and adjust quickly to change in a busy financial service center. Provide service to employees of corporate clients, (including IPO) as well as wealth management solutions in partnership with Financial Advisors (FA). Provide customer service to both internal and external clients in all interactions, Process and follow-up on participant service requests to ensure execution in a timely manner. Ability to handle a high volume of requests in a fast-paced environment. Effectively navigate firm systems for all workflow processing and participant requests. Apply Firm verification policies and procedures for all clients to avoid identity theft and fraudulent activity. Keep current on SEC/FINRA, Compliance and Firm guidelines and apply to all activity to ensure risk mitigation. Uphold requirements of the Quality Assurance guidelines. Place unsolicited trades for participants and clients of the Firm.

Kelly Services Global, LLC (Contract) Jul 20 ~ May 21

999 W. Beaver Rd, Ste. 401A, Troy, Michigan 48084 - 877-***-****

Technical Support Advisor for Apple Company (Remote) ~ Utilize “P.A.I.R.” concept: Probe, Analyze, Isolate and Resolve as a roadmap for troubleshooting issues and driving the call to resolution. Diagnose and provide a path to resolving inquiries related to all aspects of the appropriate queue for iPads and iPhones. This includes hardware, software, networking, and interactions with the host computer OS and applications. Accurately log all interactions via Contact Management System. Achieve specific and measurable call center metric targets including Customer Satisfaction Surveys and Average handle time. Educate customers on support options and the steps being taken to resolve their issue, including online tutorials and help applications built into the programs. Communicate positively and assist newer team members and partners with answers on resolving issues as well.

HKT Teleservices, Inc. (Companywide Layoff / Start of Covid) Nov 19 ~ Mar 20

3400 South Park Pl, Grove City, Ohio 43123 – 614-***-****

Technical Customer Service Representative ~ Inbound calls for WW.com (Weight Watchers) members. Gave excellent technical assistance along with patience and great empathy. Applied knowledge and interpretation of policy coverage for multiple states and systems. Completion of documentation pertaining to each member. Educated members on billing and payment of accounts. Used strong organizational and listening skills to assist members and assisted with troubleshooting techniques on any issues that may have arisen on Android or iOS Apple Devices. Educated members of the three different color plans available. Assisted with log-in on the Website/WW App. Continuous training for knowledge in the technical fields of the application. Ability to work and make decision with minimal supervision and went above and beyond the call of duty to make sure that each member was educated and comfortable before leaving the conversation.

Zulily, Inc. Apr 19 ~ Oct 19

800 Tech Center Drive, Gahanna, Ohio 43230 – 614-***-**** / 877-***-**** ~ service@zulily

Customer Service Representative ~ Process incoming clothing orders, multitasking several programs while speaking with customers, research clothing sizes, types and specifications to fit requests, provide accurate and timely resolution to customer inquiries, updating customer profiles, offer appeasements, distribute certificates, order tracking, follow-up on customer complaints/inquiries. Used 2 screens to multitask with ZuCare Order Processing Software, Knowledgebase, Online Zulily website, etc.

Contact US, Inc. (Large Company Layoff) Apr 18 ~ Apr 19

3700 Fishinger Blvd., Columbus, Ohio 43206 – 614-***-**** ~ adu7r7@r.postjobfree.com

Penn Foster Online College ~ Customer Service Representative (Apr 18-Mar 19) ~ Handle incoming calls from prospective High School/College students. Assess their needs and help them to decide which area they would like to pursue. Answer incoming emails from clients to help them get started with the online program they chose. Answer any questions regarding their program choices and clarify the length of time needed to complete the program. Take payments to get started in the program and get them logged into the system.

Torrid Online Clothing Store ~ Customer Service Representative (Mar 19-Apr 19)~ Process incoming clothing orders, multitasking several programs while speaking with customers, research clothing sizes, types and specifications to fit requests, provide accurate and timely resolution to customer inquiries, updating customer profiles, offer appeasements, distribute certificates, order tracking, follow-up on customer complaints/inquiries.

Continental Message Solutions, Inc. Jan 16 ~ Jun 17

41 South Grant Avenue, Columbus, Ohio 43215 – 614-***-****

Customer Service Representative ~ Virtual Receptionist receiving incoming calls for various clients such as Medical/Dental Offices, Hospitals, Lawyers, Employee Call-off Lines, HVAC/Plumbing, Property Management and Small Businesses. Scheduled appointments for hospitals/dental offices, scheduled tech support, insurance claims processing, battered women transferals, emergency calls and housing/apt maintenance.

K-Force Incorporated (4 month Assignment) Aug 15 ~ Nov 15

1001 E. Palm Avenue, Tampa, Florida 33605 – 813-***-****

JP Morgan Chase Bank ~ Transactional Mortgage Customer Service Specialist ~ Process incoming phone calls by resolving transactional service inquiries and follow up with call back and resolution. Resolve and educate customers with inquiries regarding payments, loan documents, terms, taxes and insurance. Listen, explain and verify funds while reviewing multiple computer systems. Multitask while typing and talking to resolve complex customer issues. Offer various products/services to meet customer needs. Maintain high customer service satisfaction and CSAT's while meeting efficiency goals with strict schedule and attendance guidelines. Practice mortgage servicing policies and legal compliance regulations and build positive relationships with coworkers and management. Continue to strive, educate and increase knowledge in other depts as available.

Tailored Management Company (Temporary Seasonal Positions) Jun 14 ~ Apr 15

1165 Dublin Road, Columbus, OH 43215 - 614-***-****

Garden City Group (GCG) ~ 5151 Blazer Parkway, Ste. A, Dublin, Ohio 43017 (03-24-15 ~ 04-09-15)

Customer Service Claims Processor for Deepwater Horizon Oil Spill (BP Oil Spill) ~ Claims processing, customer inquiry research, lawsuit explanation / restrictions, relay court session update information, sensitive material confidentiality, claims alternatives, customer records update, claim zone limitations, input information while speaking with customer, zone mapping for customer and follow procedures for end of call. (Seasonal Position)

JCPenneys ~ 5555 Scarborough Blvd, Columbus, OH 43232 (10-13-14 ~ 12-27-14)

Customer Service Order Representative ~ Processed incoming clothing orders, multitasking several programs while speaking with customers, research clothing sizes, types and specifications to fit requests, provide accurate and timely resolution to customer inquiries, updating customer profiles, correct friendship points, offer appeasements, distribute certificates, order tracking, follow-up on customer complaints/inquiries. (Seasonal Position)

McGraw Hill Education ~ 860 Taylor Station Road, Blacklick, OH 43004 (06-16-14 ~ 09-26-14)

Customer Service Claims Processor Representative ~ Used various databases to process orders for teachers, students, college professors and sales reps, processed calls throughout the U.S. and Internationally, navigated through Salesforce, Google, IE, Oracle, various company software packages, main point of contact for customer/client, researched, resolved and replied to customer inquiries, followed company specifications/procedures, followed up on customer inquiries to reach resolution, research discrepancies, order tracking and correct procedures for closing calls in system. (Seasonal Position)

Teleperformance USA (Temporary 2nd income job/night) Oct 13 ~ Jun 14

4339 Equity Dr, Columbus, OH 43228 - 614-***-****

Customer Service Representative ~ Serviced customer orders for US, International and Canadian customers for clothing

purchases. Represent Abercrombie & Fitch, Abercrombie Kids, Hollister Co and Gilly Hicks clothing stores. Placed online orders, clarified information, research account discrepancies, offer appeasement, track orders and close calls.

Call Management Resources (CMR Inc.) Jan 13 ~ Sept 13

4449 Easton Way, Suite 200, Columbus Ohio, 43219 ~ 800-***-****

Customer Service Virtual Receptionist ~ Processed messages for various clients such as Medical Offices, Hospitals, Dental

Offices, Lawyers, Employee Call-off Lines, HVAC/Plumbing, Property Management, Small Business, Fortune 500 and Government for dispatching. Scheduled appointments for hospitals/dental offices, phoned in prescription orders, scheduled tech support, insurance claims processing, battered women placement, emergency calls, housing/apt maintenance help, and used database to give information for government assistance needs.

EDUCATION

DeVry Institute of Technology ~ Columbus, Ohio ~ Jun 1996

Computer Information Sciences and Business Management

Columbus State Community College ~ Columbus, Ohio ~ Jun 1996

Network Administration and Engineering

Southeast Career Center ~ Columbus, Ohio ~ Jun 1982

Architectural/Mechanical Drafting

References Available Upon Request

CARLA L. VASQUEZ

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