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Customer Service Representative

Location:
Norcross, GA
Salary:
45,000
Posted:
October 17, 2013

Contact this candidate

Resume:

Rey Garcia

**** ******** **.

Duluth, GA *****

Tel: 404-***-****

Email: ***.*******@*****.***

Objective: To fill a position where I can share my experience, enthusiasm

and energy while allowing me to promote added skills towards professional

and personal development.

Work History:

May 2010 to September 2013 : CCH Small Firm Services - Kennesaw, GA

Bilingual Quality Analyst.

On the Sales department, responsible for the transactional monitoring

process in English and Spanish, including call and chat monitoring,

providing feedback to supervisors, reporting on results and identifying

trends.

July 2009 to December 2009: Kelly Services - Alpharetta, GA

Customer Service Associate

This is an assignment with Magellan Health Services. As a Customer Service

Associate, the responsibilities where to assist callers with behavioral

health issues. This includes review of claims, pre certifications, locating

providers for members, among other duties.

March 2009 to Aug 2009: National ID Recovery - Norcross, GA

Bilingual Recovery Specialist

Assisted customers in the recovery of their identity, regarding identity

fraud and/or credit fraud. Provide coverage for all incoming phone calls.

Sep 2006 to July 2009: Victory World Church - Norcross, GA

Building Security Supervisor.

Supervise a team of 12 security guards. Process the time cards, payroll

and do scheduling one month in advanced.

March 2004 to Dec 2008: Warranty Corporation of America - Norcross, GA

Bilingual Quality Analyst.

Responsible for the transactional monitoring process in English and

Spanish, including call and chat monitoring, providing feedback to

representatives and supervisors, reporting on results, identifying trends

and coordinating training with T&D Manager as appropriate. Facilitate

calibration sessions among Team Leads and Supervisors. Attend joint

monitoring sessions with Clients or fulfillment vendors and report

performance to Customer Care Team. Responsible for providing accuracy data

on claims reviews. Frequently communicate with Center Leaders on individual

and team performance. Involved in the coaching and development of Customer

Care Representatives related to program, product knowledge, customer

service skills and call/chat handling. Responsible for contributing to

meeting team goals and have an intermediate competency with MS Office

Programs. Create workbooks using Excel to gather and trend all vital

information concerning QA and call center metrics.

May 2003 to Feb 2004: Primerica Financial Services - Duluth, GA

Financial Services Independent agent.

As an independent agent, I educated potential clients by presenting them

with the different options regarding Term Life Insurance policies as well

as financial investments options.

Oct 2002 to May 2003: Ettain Group - Atlanta, GA

Customer Service Representative

This was a temporary agency and I was assigned a position at Bellsouth

Internet Services where I acted as a Customer Service Representative

assisting customers in the billing department. I would also assist in

establishing and/or cancelling accounts.

Nov 1999 to Jul 2002: Turning Stone Casino Resort - Verona, NY

Croupier (Casino Games Dealer)

My main responsibility was to provide the clients with a very pleasant and

enjoyable experience while they played the games that I was stationed at.

Education:

Croupier Institute of Puerto Rico

Diploma

Center for Educational Services

High School Diploma

Skills:

-Archive

-Telephones

-Bilingual

-Data Entry

-People Skills

-Customer Service

-Windows O/S

-Witness & Witness Forms Generation

-Microsoft Office Excel

References: Available upon request.



Contact this candidate