Customer Service Support

Trenita G. Ramirez

*** * ******** *** ******* AZ, 85040 623- 698- 7257 ***************@*****.***

PROFESSIONAL WORK EXPERIENCE

Consumer Cellular, Tempe, Arizona 4-2016 - Present

Customer Support

●Answering 70+incoming calls daily for a large cell phone company.

●Troubleshooting issues with cell phones and Processing Payments

●Handle escalated calls by asking probing questions to resolve the customer issue.

●Track packages for customers who lost or stolen packages.

Aztec, Houston, Texas 05 2015 – 10 2015

Janitorial Supervisor

●Supervised 30 employees and help delegate operations project schedule to ensure proper work area coverage.

●Manage and maintain project schedules terrazzo, hard floor, carpet, power washing, window cleaning, stainless and restrooms.

●Evaluates performance of personnel and inspects assigned areas to ensure proper work performance. This requires hands on support and ability to perform work when necessary.

●Maintain Chemical Plant, Complete maintenance request from Administrator to clean building. Clean offices, Mop, Sweep, take out trash.

Synchrony Bank, Phoenix, Arizona 11/2014 03/2015

Fraud Prevention Specialist

●Answer high volume of incoming calls for banks fraud department on credit card accounts. Accessed bank systems such as FDR, Lexis Nexus, Genyus, Innovis, to process fraud claims.

●Process Customers Applications for Major Department Store for approval or declines.

●Submit files for fraud investigations. Contact Customer for Collection on cases that were not found in their favor. Pull camera photos of customer committing fraud submits report to police for prosecution.

MANAGED STAFFING, Phoenix, Arizona 02/2014 – 11/2014

Customer Service

●Answer High volume of calls, Member services for Mercy Maricopa Integrated Care, Transportation for Mercy Care and MMIC Members. SMI Assessment referrals and CPT Code look ups. Worked on Cetrix System,QNXT

4.8 and 5.1 Emdeon and operating the Ahcccs website. Contacted customers regarding pass due medical bills. Processed Prior Authorization for Doctors Office and Hospitals

●inbound service calls in a fast paced, high volume call center.

●Built a rapport with customers and proposed different products and services based on their account history.

●Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems.

●Possess effective communications skills, and work well with others at all levels.

USPS, Phoenix, Arizona 11/2013 – 01/2014

Casual Mail Handler

●Unload mail trucks as they arrive at the post office and separates mail that is to be delivered locally from that which must be sent on to other distribution centers.

●Inspects postal equipment for any damages and reports observations to appropriate supervisors or management. Wraps damaged or mishandled parcels before processing.

●Delivers mail to internal post office boxes and distributes packages to customers who present appropriate documentation and identification.

CHRISTIAN CARE, Phoenix, Arizona 07/2013 – 10/2013

Communications Officer

●Monitor alarms and closed circuit television cameras.

●Perform data entry.

●Answer phones and direct calls accordingly.

●Contact emergency services as needed and do foot patrol indoors/outdoors.

MAGELLAN HEALTH SERVICES, Phoenix, Arizona 03/2013 – 06/2013

Customer Support

●Process Insurance claims for SMEs for patients home medical equipment. Check ICD 9 Codes.

●Called insurance provider for prior authorization. Contracted insurance providers to send medical supplies to residential patients. Process claims for short/long term disability and Workman’s compensation.

●Reviews and edit customer orders contact customers, area managers, sales managers, marketing personnel, quality assurance, and/or shipping to clarify questionable items on quotations and orders.

ALL ABOUT PEOPLE, Phoenix, Arizona 07/2010 03/2013

Customer Service/Administrative Advisor

●Assigned to John C Lincoln Hospital as an Administration Advisor. Checked in Patients into Emergency Room Processed Insurance.

●Matrix Health Services: Customer Support Representative. Process Workman’s Comp claims, long and short term disability claims.

●Petsmart Corporate Office working corporate complaints by sending them to the shop manager to see if the store manager could handle it at store before it gets escalated to corporate level.

●K12 Online School: Enrolled students in the online program to provide all equipment needs to attend the

institution.

EXPRESS SCRIPTS, Tempe, Arizona 09/2006 – 07/2010

Customer Support Lead

●Provided service via phone, email, and in person. Efficiently processed orders and coordinated deliveries.

●Served as primary contact for creating and implementing product design specifications, quotations, lead time and scheduling.

●Coordinated meetings with Production for large orders, new product specifications, and nonconforming materials. Communicated regularly with Account Manager on customer orders, concerns, and updates.

McKesson, Scottsdale, Arizona 04/2003 – 09/2006

Customer Support Representative

●Collected and verified information concerning eligibility, provider status, benefit coverage, and coordination of benefits on the telephone from members. Complied with organizational policies and procedures, regulatory requirements and other established criteria and guidelines.

●Assisted in preparing and submitting reports or assignments as needed to meet organizational initiatives and/or objectives. Maintained confidentiality of company and protected health information.

●Provided behavioral health customer service functions and coordinates member needs with appropriate level of care on the telephone.

CASS, Phoenix, Arizona 02/2001 – 04/2003

Caseworker

●Conducting interviews and reviewing applications of potential candidates to determine eligibility and appropriateness for the self sufficiency program.

●Meeting with clients to monitor timely progress and compliance with completing action plans as directed by the treatment team. Assessing client needs to barriers to obtain resources/referrals and advocate for clients to obtain these resources/referrals in cooperation with the Treatment Team.

EDUCATION:

Everest College, Phoenix, Arizona Major: Business Administration. I have a current TWIC Card and a current HASC Card for Chemical Clearance

COMPUTER SKILLS

Microsoft Office in Outlook, Powerpoint, MS Project, Word, and Advanced Excel. ICD 9 Code,SMI Assessment referrals and CPT Code look up,Cetrix System,QNXT, 4.8 and 5.1 Emdeon and operating the Ahcccs website

●Accessed bank systems such as FDR, Lexis Nexus, Genyus, Innovis, to process fraud claims.

REFERENCES

will be provided upon request.

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