Customer Service Manager
Resume:
Wanda Liz Pagan
Kissimmee, Florida 34759
Daytime Phone 863-***-**** or 813-***-****
E-mail *********@*****.***
Objective
To obtain a challenging position in the Customer Care Industry in order to
broaden my technical skills and knowledge and utilize my extensive skills
and experience to assist others in an effort to be afforded opportunities
for advancement and growth.
Professional Qualifications
Proven excellent customer service performance with over 20 years of
experience. Fluent both verbal and written, in English and Spanish. Highly
skilled at multi-tasking and very capable of handling multiple projects at
the same time. Ability to show initiative, accept responsibility, and adapt
well to change.
Specific expertise in:
Research & Analysis Communications Skills
Problem Solving Interpersonal Skills
Public Community Relations Customer Service
Professional Experience
RPS
2012-2013
Leasing Consultant
Showed and leased apartments to prospects and residents and support
apartment's marketing plan. Knowledgeable of required telephone and sales
techniques and knowledgeable of current market conditions. Fully informed
of current rental rates, sizes, locations and all amenities of property.
Maintain contact with all apartment locator services and local businesses
to provide informational material and update periodically. Responsible for
shopping competitive properties, develop full knowledge of application
information required, screening processes and policies reagarding rentals.
Develop and maintain an on-going resident retention program under direction
of Community Manager. Responsible to play an active role in renewal process
and proper maintenance of all resident and property files.
WELLCARE
2007-2012
Data Research Specialist Sr.
Transcribe, enter and validate data from standard source documents.
Navigate through SideWinder, Peradigm, Administep, and WFCE. Organize
individual workload to ensure all new work is processed on a "first in /
first out" basis. Continuously maintain or surpass department standards for
production, quality, and attendance. Successfully cross-trained on DCR and
Critical Errors and is able to effortlessly toggle between several
responsibilities and maintain production and quality standards. Provides
back up support in other areas within the department by effectively using
exception reporting to keep management informed. Assist with special
projects when necessary and continuously strive to help reduce DCR and/or
Critical errors.
Contract Control Coordinator
Process Providers application in order to provide services to the members
on Medicaid and Medicare. Review and verify the credentials making sure
that the Provider was registered with NPI, the facility had site surveys
and contract was completed and signed. Once paperwork was completed
Provider contract would be loaded and services could be provided our
members.
Orange County Primary Care Access Network
2006 - 2007
Outreach Navigator
Under the direction of the "PCAN" Program Coordinator, performed outreach
in targeted underserved areas of Orange County. Provided clients with
referrals to primary care clinic sites and linked them to appropriate
service agencies as needed. Assisted clients with online Medicaid and Kid
Care enrollment and conducted necessary follow-up calls.
. Developed and maintain business relationships with plan managers at CMS's
regional and central offices
. Assisted in the implementation of the Customer Service "Spanish" team
. Awarded Employee of the year in 2006 for outstanding performance and
excellence in Customer Service
. Assisted program coordinator with all public education efforts by
conducting community and public relations for Orange County initiatives.
JA Croson LLC 2005 - 2006
HR Assistant/Payroll Assistant
As HR Assistant for JA Crosson LLC assisted new employees with new hire
paperwork, job placement, Health Insurance enrollment and assisted
employees with temporary housing. Entered payroll and prepared checks for
employees.
Cameo Professionals, Inc. 2001 - 2005
Leasing Manager
As Leasing Manager for Cameo Professionals Inc., showed and leased
apartments on a daily basis. Completed resident Leases for apartments and
moved in all prospective residents into apartments. Responsible to show
the model apartment, prepared morning merchandised, assisted the
residents on the Lease Renewal process and offer great customer service.
Supervised leasing staff, prepared work schedules, assisted in processing
applications for residents and assisted the leasing staff in all
paperwork. In charge for weekly owner's reports, marketing report and
audit resident leases to ensure all paperwork is with in compliance.
Holy Cross Head Start 1994 -
2001
Family Assistant
As Family Assistant for Head Start enrolled low-income families into a
Federal program for preschool children. Assisted families with various
educational activities and also referred the children with special needs
or disabilities to obtain services through various government agencies.
Provide resources for free medical/dental care and other resources in the
community.
Education/Professional Development
Erie County Community College
1995 - 1997
Courses taken towards an Associate's in Human Services
* GPA 3.0
Training programs Completed
* Social Service Competency Base Training/New York University Region II
Head Start, 19XX
* Accredited training in Preferred Compliance Solutions/National
Apartment Leasing Professionals (NALP), 2002
* Fair Housing and Leasing Training/National Apartment Leasing
Professionals (NALP), 2002
* HIPAA (Health Insurance Portability & Accountability Act)/Central
Florida Family Health Centers Inc., 2006
* Florida Kid Care Enrollment Training/Healthy Start Coalition, 2006
* Chronic Disease Self-Management Program (CDSMP)/Florida Hospital's
Eastside Community Collaborative Initiative, 2007
* Access Florida Program Training (Economic Self-Sufficiency
Services)/On-Site Gulf Atlantic Zone Representative, 2007
Computer Skills
Microsoft Word, Excel, PowerPoint, Access, Project, Outlook, Web Based
Internet Applications
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