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Customer Service Quality

Cleveland, Ohio, 44115, United States
March 01, 2011

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Renata Hines

**** ****** **, *********, ** 441**-***-*** 3274

Objective To secure a position utilizing the skills I have currently, while impacting the work force. To

become a valuable asset to a company with room for growth.

Experience Customer Service Representative

October 2009 – June 2010 Spherion Staffing LLC, Universal American, Solon, Ohio

Answered calls daily while ensuring quality customer service, meeting quality

assurance, and performance goals.

Assisted Medicare and/or Medicaid beneficiaries with their Medicare Part D

Prescription Drug Plan.

Answered and assisted beneficiaries with inquiries such as enrolling into or dis-

enrolling from the plan, reinstating into the plan, premium questions, co-pay or co-

insurance questions, deductible, initial coverage, coverage gap and catastrophic

phase questions. Also redeterminations, coverage requests, prior authorizations and


I assisted people anywhere from the actual member, their family members,

pharmacists, doctor’s and lawyer’s.

Customer Care Representative

August 2004 – September 2009 Time Warner Cable, Cleveland, Ohio

Answered calls daily while ensuring quality customer service, meeting quality

assurance, and performance goals.

Up-sold customers with company core products, as in cable, internet, home phone,

and wireless services.

Team training for new products as well as on the policies and procedures of the


Back Up Lead Teller

April 2001 - August 2004 First Merit Bank, Cleveland, Ohio

Met aggressive sales goals, while meeting the customers’ banking needs.

Provided quality customer service, met quality guidelines, and trained new


Opened and closed accounts, deposits and withdrawals, loan processing, ordering

money, balancing the branch, performing audits, and processing cash advances.

Lead Teller

November 1999 - April 2001 Dollar Financial Group DBA Money Mart, Euclid, Ohio

Provided quality customer service while meeting the customers’ check cashing


Responsible for opening and closing the store, ordering supplies and cash. Cashed

checks of all kinds, sold money orders, stamps, and cellular phones. Processed utility

payments, payday loans, and tax preparation.

Pulled reports for end of day procedures to balance the store.

Education Cuyahoga Community College, Cleveland, Ohio

• January 2009 – Present

• Pursuing an Associate’s Degree in Nursing

Volunteer Work New Community Bible Fellowship, Cleveland Heights, Oh

August 2010 – Present, Volunteer/Hostess

I put together New Member’s Packets, filing, mailings, and I help in any other capacities

needed for various functions & events that the church may have.

The Free Clinic of Greater Cleveland, Cleveland, Oh

January 2011 – Present, HIV Intervention Specialist

I counsel and test clients that come in for HIV Testing.

Training Menorah Park Senior Living, Beachwood, Oh

Certifications September 2009 – STNA Training (not State Tested yet)

American Red Cross, Time Warner Cable, Cleveland, Oh

June 2009 – CPR Certified

Typing – 45 wpm

References Available upon request.

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