Customer Service Representative
Resume:
Aaran Fernandes
Oakland, CA 94606
***********@*****.***
OBJECTIVE A challenging, multitask, professional work environment which has opportunity for advancement.
Experience 07/2006 – 04/2011 Educational Testing Services Concord, CA
Customer Service Team Lead
Train representatives to provide first class customer service to the school districts in the state of
California in the administration of the STAR test and California High School Exit Exam. Make sure
administrations run smoothly and districts get the assistance they need. Monitor reps. Keep track of
updated information and make sure this information goes out to the field. Acting Manager for STAR
TAC/CAHSEE Support team.
09/2005 – 07/2006 Educational Testing Services Concord, CA
(Nelson Staffing Solutions)
Customer Service Representative
Assist school districts in the state of California to order testing materials, Pre ID answer documents,
return materials, and administer the STAR, CAPA, and CAHSEE exams. Deliver support and guidelines
to school districts in compliance with state guidelines. Mentor new team members.
03/2004 09/2005 United Health Group San Francisco, CA
Customer Advocacy Team
Handle escalated calls pertaining to claims issues, non participating authorizations when there is not a
specialist in the area, handle member appeals and complaints against providers, assist brokers,
providers, and members with benefit concerns, void and reissue checks that have not been received by
members or providers, and assist other departments with many special projects.
10/2002 – 03/2004 PacifiCare Health Systems Concord, CA
Customer Service Associate
Provide customer service in a call center setting. Assist members and providers regarding claims,
benefits, and premiums. Assist employers with benefits and eligibility issues. Assist in training and
mentoring new customer service representatives. Resolve of claims and collections for members and
providers.
05/2002 10/2002 Adecco Temporary Agency Concord, CA
Temporary Customer Service Associate for PacifiCare Health Systems
Provide customer service to members and providers calling in regards to claims, benefits, premiums,
and membership issues. I worked as a temporary employee for five months until I was hired
permanently by PacifiCare Health Systems.
05/2000 – 01/2002 Verizon Wireless Messaging Lewisville, Texas
Services
Internal Support
Customer Care representative in a Call Center environment. Achieve All Star performance for 5
months. Previously a member of the retention and advanced messaging teams, second level customer
care representative, and process support team. Ended employment as a technical support
representative.
08/1999 01/2000 Virgin Cafe' Grapevine, TX
Cafe' Manager
Produce schedules, place orders, train employees, handle interviews and hiring, manage bills and
budget, and problem solve customer and employee concerns.
02/1999 08/1999 Wells Fargo Bank Westlake, TX
Customer Service Representative
Help customers with bank account issues in a call center environment.
EDUCATION 12/2010 Associate of Arts Degree in Oakland, CA
Business from Axia College of
University of Phoenix
05/1996 Lake Highlands High School US TX Dallas
SKILLS Skill Name Skill Level Last Used Experience
Windows 98, 2000, 7 Intermediate Currently used 12 years
MAS 90 Beginner 12 years ago 1 year
Microsoft Word, Excel, Intermediate Currently used 12 years
Power Point, and Access
Many DOS based programs Intermediate 7 years ago 9 years
Internet Intermediate Currently used 10 years
Lotus Notes Intermediate Currently used 6 years
MiniTab Beginner Currently used 1 year
REFERENCES Eric Porter 415-***-****
Kimberly Swensson 415-***-****
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