Customer Service High School

Selina Ferrio

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

Irvine, CA ****2

909-***-**** Direct

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

OBJECTIVE Dedicated worker with highly developed analytical ability.

Offers strong organizational and time

management skills. Provides excellent attention to detail with the ability

to excel in data-driven environment. A talent for analyzing

problems, developing/ simplifying procedures, and

finding innovative solutions. Proven ability to motivate and work

effectively with persons from all walks of life.

EDUCATION

10/13 - Current United Health Group-Optum Rx Costa Mesa,

CA

Client Service Analyst

Job Duties:

Educate customers on benefits, use of plan, formulary, premiums and status

of orders, claims or inquiries. Answer incoming calls, assist

customers/pharmacies/physicians with orders and reorders, benefit

eligibility questions and prescription status inquiries. Assist pharmacies

and members on all issues related to processing of pharmacy claims.

Determine appropriateness of overriding pharmacy claims edits and error

messages. Assist with entering new prescription orders into system. Make

outbound calls on orders, benefit, payment and any other customer issues

that require resolution. Coordinate internal resolution of claims

exceptions and other issues through use of several internal systems. Uphold

HIPPA guidelines to ensure privacy and security of customer information.

09/11 - 03/12 Co-Op Financial Services

Rancho Cucamonga, CA

Fraud Analyst 1

Job Duties:

Investigate and evaluate fraud on debit cards, provide strong analytical

decision making skills, handle inbound calls from cardholders, financial

institutions and internal departments, enter and maintain accurate case

detail reports for all alerts received and report type of fraud on each

occurrence. Perform Daily analytical duties to detect suspicious and

potentially fraudulent activity as well as other fraud patterns and

trends,report and summarize fraudulent activity and take the appropriate

and required account level action,review for fraud trends across single

and multiple financial institutions, make sound subjective decisions.

12/08 - 5/09 Springboard Inc.

Riverside, CA

Foreclosure Prevention Counselor/ Call Center Rep.

Job Duties:

Provide financial counseling for at risk home owners, outline and guide

homeowners through appropriate government programs, create and update

customer profile, create financial budget for client, submit paper work to

bank lender on behalf of homeowner, maintain organization of paperwork

documents and computer based information, receive high volume inbound calls

from the HOPE HOTLINE and previously counseled clients, provide excellent

customer service and satisfaction.

EDUCATION 2001/2005 Diamond Ranch High School

Diamond Bar, CA

High School Diploma, Gradated with a 3.6 G.P.A

SKILLS -Bilingual/ Spanish, N.F.C.C certified, Highly skilled in Microsoft

Applications (Word, Excel, PowerPoint, Outlook), Fraud Prevention

Software, Extranet, FIS Systems, Falcon case manager, Hot-card,

Application, Rumba, Loan origination software including Calyx Point and

Ellie Mae Encompass. Experienced in Credco, DataQuick, and the 10-Key

punch. Typing speed - 45 WPM

References furnished upon request

Contact this candidate