Customer Service High School
Resume:
JANICE LAUREANO Email: ***********@*****.***
**** ********** **. ************ ************ 19124 Cell: (267) 338-
PROFILE:
. Hardworking, reliable and detail-oriented individual who works well
individually or as a member of a team.
. Resourceful and takes initiative at every opportunity to help the
company succeed.
. Spanish/English Bilingual
OFFICE SKILLS
Microsoft Word Microsoft Excel
Microsoft Access Power Point Typing: 60 wpm
Internet Explorer Microsoft Outlook Internet Research
Data Entry Customer Service Filing/Answering Phones
WORK EXPERIENCE
Scheduling Coordinator
Independence Blue Cross (Career USA) Philadelphia, PA 02/2011 to 04/2011
. Organized, implemented, and maintained a vigorous schedule for two
nurses.
. Faxed over appointment confirmations and typed in house correspondence
to physician offices.
. Contacted multiple doctors' offices to arrange yearly appointments
reviews.
. Scheduled packages for pickups and notified personnel for package
authorizations.
. Retrieve messages from voicemail and return calls for follow-up
appointments.
Bilingual Customer Service Representative
Keystone Mercy Philadelphia, PA 09/2008 to 01/2011
. Served as direct bilingual contact for Spanish and English speaking
customers to ensure that company's customers received adequate level
of service or help with questions and concerns.
. Answered questions regarding policy coverage, reports of claims, and
performed other office duties.
. Obtained answers to questions by looking up information on computer or
calling for additional research, by further explanation, by asking
questions to determine validity of complaints, or by consulting with
supervisors to determine the best course of action.
Front Desk Receptionist
Brickforce Staffing Agency Hazleton, PA 05/2005 to 05/2007
. Operated multi-line telephone system and answered in-house calls.
. Fielded related calls to respective department.
. Received and recorded mail or packages and distributed them to staff.
. Contributed to the security of the organization by monitoring access
of visitors to the building.
. Perform brief interview of potential clients.
Reservation Specialist
Hilton Reservations Hazleton, PA 09/2006 to 02/2007
. Answered questions about services, check-out times, or anything about
the local community.
. Reserved rooms for guests and updated reservation information into
computer system.
EDUCATION
Nueva Esperanza Philadelphia, PA 2008-2008
Excelled in Microsoft Word, Excel
Career Technology Center Dickson City, PA 2000-2003
Graphic Communications Certified
Scranton High School Scranton, PA 2000-2003
High School Diploma
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