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Customer Service Representative

Las Vegas, NV
March 27, 2018

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Katina Gaines

Las Vegas, NV *****


Work Experience

Patient Service Representative

United Healthcare (Southwest Medical) - Las Vegas, NV April 2015 to November 2017

Heavy inbound/outbound calls

Building quick rapport

Scheduling office visits and Radiology exams

Ordering refills of medications

Explaining plan benefits including pharmacy details Customer Service Representative/Reservations

AppleOne (Allegiant Airlines) - Las Vegas, NV

March 2014 to August 2014

Handle 100 to 120 calls daily

Assist with setting reservations and upselling to include hotels, and rental cars Explain the importance of flight insurance

Document and resolve any and all complaint calls

Utilizing a "One call Resolution" on each contact

Customer Service Specialist

SPHERION STFNG (Medco Health) - Tucson, AZ

October 2010 to July 2011

Heavy Inbound/Outbound calls

Explain pharmacy benefits and mail order procedures Submit refill requests and transfer in to pharmacist regarding medication questions or possible side effects

Build quick rapport

Explain benefits including "Donut Hole" for Medicare patients Customer Service Collections


2001 to 2010

Provided telephone, online customer service/support within high-volume call centers, inbound/ outbound calls (handling an average of 150 calls/internet inquiries daily), busy retail customer service desks. Specialized and trained to assist clients (IBM, Wal-Mart, CDH, and Geha). Problem solving with clients, physicians, and pharmacists, explain prescription benefits and plans. Work with pharmacist to prepare medications for dispensing.


GED in General Studies

Clark County Adult Education - Las Vegas, NV

April 1998 to April 1998

Additional Information

Computer Skills

Word, Excel, PowerPoint, Access, Outlook, Fast data, Predictive Auto-dialer, 10-key, multi phone lines, Mission Statement

Strive to exceed customer/ employer expectations by delivering second-to-none service. Maintain customer centricity in all initiatives and interactions, always putting the customer first. Customer Service & Support Specialist

Offering an award-winning track record of customer care excellence within high-volume environments that include

Call Centers ● Online Support ● Customer Service Desks Key Skills

World-Class Customer Service

World-Class Collection Service

Troubleshooting/Problem Solving

Customer Order Fulfillment

Call Center Operations

Dependable self-starter

Complaint Handling

Build Customer Rapport

Contact this candidate