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Customer service

Riverside, CA
September 25, 2018

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Erin Richardson

**** ******** *****, *********, **, 92503

Cell: 949-***-****


Employment History:

Customer Service Representative 9/17 – 7/18

Employer: Verio Healthcare

30 Fairbanks, suite 100, Irvine, CA

Manager: Erin Miller 949-***-**** ext. 722

I handled incoming calls from customers, doctor offices and insurance carriers to arrange delivery of medical supplies and hospital equipment. This required following HIPAA guidelines and accessing confidential records. I confirmed medical benefits and processed co-pays for the supplies.

Telecom Analyst 7/17 -9/17

Employer: Outsource Technical, LLC

2 Corporate Plaza Drive, Newport Beach, CA

Supervisor: Yasmine Kavandi

I was assigned to a temporary position for a large Healthcare company as a telecom analyst. My job there is to itemize location and uses for the corporation’s telephone inventory. I had access to multiple databases and systems to identify unused data and phone lines to eliminate costs for the company.

Customer Service Representative 7/16-7/17

Employer: MedXM

1241 E Dyer Road, Santa Ana, CA 92705

Supervisor: Artesia Hosely 562-***-****

Handling medical scheduling for a mobile medical company to setup in-home medical care. I reached out to members to schedule appointments as well as mapping the route for providers in multiple states. I maintained communication with the medical professionals in the field. I was required to follow all HIPAA guidelines with the members medical records.

There were multiple software programs accessed thru the process as well as navigating thru multiple schedules as well as updating members files.

Customer Service Representative 7/15-4/16

Employer: Helpmates

1200 Main Street, Irvine, CA 92614

Supervisor: Gena Monroy 949-***-****

Reponsible for customer-focused resolutions with field representatives, consumer groups and/or state agencies. Conducted preliminary diagnoses of concerns, consulted with dealers, made determinations on warranty, potential lemon law and legal issues, and negotiated/troubleshot detailed resolution. I determined financial participation by the manufactured on issues beyond the scope of warranty, based on in-depth knowledge and consideration of the repair, customer value, dealer operations and terms of warranty. As a representative, I used advanced communication skills during the negotiation and decision-making process.

Customer Service Representative 11/13 – 7/15

Employer: Pinnacle Claims Management

17620 Fitch Street, Irvine, CA 92614

Supervisor: Jerry Smith 949-***-****

Responsible for handling SHOP inquiries for the third party administrator for Covered California. As a SHOP customer service representative, I assisted with the certification of state licensed insurance agents for the Covered California Exchange. In my center we handled all agent support issues and assisted with the small business support. This required passing the examination required for the insurance agents and accessing secured accounts for the agents, individuals and small business groups. I was required to access eligibility thru the Federal HUB. I also assisted with technical support, password resets and acted as a mediator to the health carriers.

Senior Analyst Resource Management 03/09 – 12/12

Employer: Verizon Communications

5000 Airport Plaza Drive, Long Beach, CA 90815

Supervisor: Michelle Hall 972-***-****, 214-***-****

Responsible for supervising multiple call centers located within US and offshore in India, The Philippines, Mexico and Canada. Some of my intraday functions : monitoring and routing call traffic, working together with the local resource staff from each center, sending hourly corporate reports, hosting daily international calls, and using programs such as VMware, Genesys Applications, Lotus Notes, Outlook Express and Microsoft Excel.

Coordinator-Installation and Maintenance 12/01 – 03/09

Employer: Verizon Communications

5000 Airport Plaza Drive, Long Beach, CA 90815

Manager: Laura Schmitz 562-***-****

One of the MCOW team leads functioning as a relief supervisor over the entire center, when required, monitoring call volume and ticket count in various queues, rerouting available resources as needed and handling escalation issues.

As an MCOW coordinator, here are some of my duties:

• Primarily responsible for providing technical consulting and troubleshooting analysis for ADSL service.

• ADSL Support - Individual contributor, performing complex responsibilities based on established guidelines, policies and technical standards.

• High level of technical support on various equipment, and provide online customer assistance and training to ensure that repair processes efficiency and integrity are met while minimizing user error reports.

• Verify database integrity to ensure proper provisioning is maintained.

• I used several different Verizon applications throughout my daily duties, such as AAIS, BAAIS, Vrepair, Naviscore, AMS, React, NxTT, SpeedPort, Ciena, Nocv, Lotus Notes, SSP, and worked on different operating systems such as Mac, WinME, 98, 2000, XP and VISTA.

Business Sales and Billing Support 07/98 – 12/01

Employer: Verizon Communications

Bolsa Avenue, Huntington Beach, CA

Supervisor: Sandra Carter-Page

Responsible for handling billing issues for the small business customers as well as providing sales referrals for the sales department. Accessed confidential records to interpret billing questions and service orders. Discussed with the business customer what options would benefits their needs and investigate billing inquiries. Worked with Verizon applications such as Cofee, AAIS, BAAIS and NOCV.

Directory Assistance Operator Services 04/93 – 09/98

Employer: GTE

Ocean Blvd, Long Beach, CA

Supervisor: Mary Wright

Responsible for providing directory assistance for customers calling “411”. I accessed and searched databases for the listings and addresses requested by customers. Speed of answer and accuracy were a priority and this was always achieved. I also handled the role of Safety Monitor for the floor and the parking lot.

Departmental Clerk 01/81 – 04/93

Employer: GTE

Lemon Avenue, Monrovia, CA

Supervisor: Marshall James

Responsible for all clerical duties in the central offices for Monrovia, Sierra Madre and Hastings. This consisted of keeping an inventory system and ordering all office supplies, switching equipment and frame wiring supplies as well as keeping tools in stock for the central office personnel. I handled all time keeping and payroll records for the staff in the three central offices. This included obtaining a GTE company driving license to drive the company vehicles to the other locations. I was also dual trained as a frame maintainer and ran in the jumpers and wiring to get customers their dial tone. Once this position was phased out by GTE, I transferred to operator services.


College: Mount San Antonio College, Walnut, CA

Degree: none

Major: Psychology

High School: St. Lucy’s Priory High School

Degree: High School Diploma

Major: College Prep classes

Computer Skills:

Microsoft Office, Outlook, Lotus Notes, PC Operating Systems, Internet, Word Perfect


To become a team player in a new environment bringing with me a broad range of training and experience that will benefit any adapt in any environment. I am by nature a very organized and self motivated individual and work well with others, alone or in a supervisory position. What I can bring to a new employer is my blend of knowledge that could be translated to another field.

Volunteer Experience:

Girl Scout Co-Leader 1990 to 1992

Boy Scout Co-Leader 1992 to 1993

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