Customer Service Representative
Resume:
Dear Human Resources Department,
This letter is to express my interest in the position that is
available. Based on my extensive customer service skills, I feel that I
have the necessary skills required for the position.
My experience working in customer service has provided me with
excellent people skills and has helped me to establish and maintain
professional business relationships with customers. For the past 6 years, I
have worked for TMS Health, a company that markets pharmaceutical products
and medical procedures. I've dealt with customer concerns on various
medications and developed a reputation for solving their problems by
listening, collecting data and securing information. Being part of TMS
Health has shown me what it's like to work in a team environment and has
helped me to improve my communication skills.
Working in a pharmaceutical environment has also showed me how
important it is to maintain the privacy of customers and their accounts. At
TMS Health, I deal with new customers every day, and at the same time keep
records of long-term patients. I am required to write out manual forms,
verify patient information, and submit Adverse Event reports to the FDA. I
also deal extensively with computer on a daily basis, so I am proficient in
Microsoft Word, Excel, and PowerPoint. My resume highlights my customer
service and administrative skills, which I believe, will carry over into
this position.
I am excited about the position and the possibility of working for
you. Thank you in advance for your time. Please do not hesitate to contact
me if you have any questions. I would appreciate the opportunity to review
my qualifications in more detail and I hope to hear from you at your
earliest convenience.
Sandy Sanchez
2730 SW 11 court
Boynton Beach Fl 33426
************@*****.***
OBJECTIVE
To obtain a position that effectively allows me to utilize my extensive
customer service skills while at the same time providing room for
advancement.
SKILLS AND ABILITIES
. Proficient in Microsoft Word, PowerPoint, Outlook, and
Excel
. Ability to multi-task
. Responsible, efficient, and reliable
. Fast learner and willing to go above and beyond job
requirements.
. Bilingual English/Spanish able to read, write and
speak both languages fluently.
. Leadership skills and positive attitude.
. Self-motivated and able to work independently.
. Excellent communication and organizational skills.
EMPLOYMENT EXPERIENCE
Pridestaff, West Palm Florida (Assigned to confidential PEO client)
Benefits Auditor, 09/2012-11/05/2012
. Perform client payroll audits to ensure benefit deductions are correct
. Run client reports to calculate monthly benefits deductions
. Enter new enrollments in HRPyramid database and ensure accuracy of
data provided
. Run Cost sheet reports to retrieve employer contribution information
. Ensure benefits register report matches client billing report before
sending to payroll department
. Enter manual deduction adjustments into HR database
. Communicate with benefits specialist to ensure that errors are
corrected and payroll can be posted
Make-A-Wish Foundation, Ft Lauderdale Florida
Volunteer Relations Intern, 05/12-07/12
. Recruit and train volunteers and ensure that all new volunteers
complete online orientation sessions
. Manage volunteer files and update records as needed
. Process applications and ensure that all necessary information is
completed
. Maintain contact with volunteers to ensure that backgrounds checks and
other yearly forms are submitted
. Maintain contact with volunteers through length of assignments to
ensure adequate staffing at events.
. Enter volunteer timesheets in database to maintain volunteer hours
. Provide general assistance and office support to the development team.
. Contribute to the Make-A-Wish mission by communicating the
organization's goals and representing the foundation in a professional
manner.
TMS Health, Boca Raton, Florida
Pharmaceutical Customer Service Representative, 9/05 - present
. Handle in/outbound calls for large pharmaceutical companies in high
volume call center; including Johnson & Johnson and Novartis. (In
English and Spanish)
. Memorize procedures for over 40 programs and follow guidelines for
each program.
. Effectively market pharmaceutical educational programs and encourage
patients to opt in for future mailings.
. Determine and help solve customer issues; use critical thinking skills
to determine which matters need to be escalated and/or transferred to
other departments.
. Answer consumer questions regarding prescription medications and
various patient assistant programs
. Assist supervisor with creating memos to inform team members of new
procedures and updates.
. Strong knowledge of customer service skills
. Use Excel to create monitoring reports and calculate quality scores
. Ensures that all callbacks are returned in a timely matter
. Train new employees on various programs.
. Make outbound calls to follow up on consumer inquiries.
. Use effective sales techniques to encourage dialogue with healthcare
professionals.
. Manually Record Patient Adverse reactions to medications while
adhering to FDA guidelines.
. Assist patients in selecting different healthcare plans and process
credit card payments.
. Schedule patient appointments with doctor via the phone or web.
. Screen callers for clinical trials and direct them to appropriate
research center.
. Provide excellent customer service by being patient with individuals
and assisting them in a timely manner.
. Enter all information accurately into TMS system.
. Escalate calls as needed based on information gathered from caller.
. Be HIPPAA compliant while performing daily duties
. Maintain all training materials related to client, keeping current
with updates provided by the training department.
. Attend new training sessions as needed and effectively learn and
implement new programs and procedures.
Manpower Agency, Delray Beach Fl
Clinton Mortgage
Receptionist, 5/05- 9/05
. Answered phones and transferred callers to appropriate person.
. Sorted mail, and faxed documents.
. Greeted and provided customer service to face to face clients.
. Scanned mortgage documents
Innovative Document Imaging, Boynton Beach, Fl.
Scanner, 6/04-11/04
. Sorted and scanned medical documents.
. Filed and kept track of library of books
. Checked scanned documents for accuracy.
. Prepared books for shipping
McDonalds Delray Beach, Fl
Cashier, 6/01-6/02
. Took customer orders
. Prepared food
. Maintained cooking area in sanitary condition
EDUCATION
Florida Atlantic University. Boca Raton, Fl. May 2008
Duel Bachelor's Degree in English and Sociology; 3.3 GPA
American Intercontinental University, Weston FL.
Business Administration June 2004-June 2005
REFERENCES
Yurek Ventura, Head Operations Supervisor
TMS Health, Boca Raton, FL
Allan C. Hall, Team Lead
TMS Health, Boca Raton, FL
Kathleen Isaac, Pharmaceutical Customer Service Representative
TMS Health, Boca Raton, FL
Contact this candidate