Customer Service Representative

WALLACE

RASUGU

*** ******** * ** *, San Jose, C A 9512 3 ( H ) 408-833-645 6 ( C ) 612-296-367 6

***********@*****.***

Professional S ummary

Skilled inbound customer service representative committed to addressing customer concerns with speed,

accuracy and professionalism. Customer-focused Representative with a proven capacity to troubleshoot

issues to ensure customer satisfaction. Customer Service Representative who maintains a high level of

professionalism, patience and efficiency to minimize customer dissatisfaction and increase customer

loyalty. Dedicated Customer Service Representative who provides exceptional customer service through

active listening and problem solving. Call Center Representative with expertise providing customer

support in high call volume environments. Exceptional computer aptitude and telephone etiquette.

Skills

Skilled in call center Exceptional workflow

operations Customer management Adheres to

interface expertise customer service

Multi-line phone operation procedures Committed to

proficiency Strong problem maintaining data integrity

solving aptitude Persuasive speaker

Work H istory

Patient Care Advocate 05/2008 to

EXPRESS SCRIPTS INC – 06/2013

Bloomington, MN

Handled customer service inquiries from members, providers, physicians and internal and

external clients related to pharmacy benefits.

Assisted members in understanding and maximizing the use of their pharmacy

distribution program. Used computerized system to gather information and respond

to questions.

Identified and escalated in a prudent manner, concerns received from patients and/or clients so

that corrective action could be pursued and expedited to take care of their needs.

Addressed customer service inquiries in a timely and

accurate fashion.

Developed effective relationships with all call center departments through

clear communication.

Call Center 11/2004 to

Representative 05/2008

AT&T Wireless Inc –

Bloomington, MN

Answered customer/client requests or inquiries concerning services and products and reported

problem areas. Utilized various systems and tools to initiate assist and service customers.

Answered customer/client requests or inquiries concerning services, products, billing, equipment,

claims, and reports problem areas.

Made recommendations according to customer's needs on features, accessories, upgrades

and rate plans. Utilized operational systems to process purchases of AT&T products and

services; i.e.

collections, payments for Wireless bills and accessories.

Call Center 08/1999 to

Representative 11/2004

DIGITAL RIVER –

Bloomington, MN

Collected customer feedback regarding purchased software and made process changes to exceed

customer satisfaction goals.

Made reasonable procedure exceptions to accommodate unusual customer requests, which

included troubleshooting non-functional software or software installation problems

surrounding purchased software.

Demonstrated mastery of customer service call script within

specified timeframes. Addressed customer service inquiries in

a timely and accurate fashion.

Maintained up-to-date records of software sales at all times.

Developed effective relationships with all call center departments through

clear communication. Built customer loyalty by placing follow-up calls for

customers who reported product issues.

E ducation

Associate of Arts: Business Adminstration 2000

MINNESOTA SCHOOL OF BUSINESS Brooklyn - Center,

MN

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