John Ponce

**** ********* *****

Centerville, OH 45459

Telephone: 937-***-****

Email: ac7tik@r.postjobfree.com

Summary:

Dedicated Customer Service Representative who is motivated to maintain customer satisfaction and contribute to company success.

Highly enthusiastic, hands-on, adaptable and organized customer service professional with over 5 years client interface experience.

Experience in working with upper management to ensure appropriate changes were made to improve customer satisfaction.

Experience in answering on an average 70 inbound as well as outbound calls every day in a fast pace call center environment and providing excellent customer service and billing support.

Education:

Webster University - Santa Teresa, New Mexico Dec 1996

Masters of Business Administration

University of Texas at El Paso – El Paso, Texas Dec 1993

Bachelor of Business Administration: Marketing

Skills:

Proven Leader

Bilingual (English/Spanish)

Excellent Personal and Interpersonal Communication Skills

Team Oriented

Excellent Customer Service Skills

Billing Support

Professional Experience:

UST-Global, Englewood, OH Aug. 2017 – Dec. 2017

Helpdesk Analyst

Provide customer support to assist commercial and government healthcare portal customers around the world.

Create temporary application password resets and answer basic portal questions.

Provide basic diagnostic and resolution functions for healthcare connectivity and communication issues.

Answer, evaluate, and prioritizes incoming telephone, voice mail, and e-mail requests for assistance from users experiencing problems with healthcare portal

Determine whether problem is caused by hardware, software or network.

Handle problem recognition, research, isolation, resolution and follow-up for routine user problems and work with subject matter experts on higher level technical issues.

Log and track calls using Saleforce and maintain history records and related problem documentation.

Manpower, Milwaukee, WI

Processing Specialist – Assurant Specialty Property Jan 2017 – May 2017

Identify insurance policy type and determine appropriate action needed.

Update client database to meet regulatory obligations.

Make timely premium payments to ensure continued coverage.

Meet deadlines and quality standards.

Communicate and coordinate with insurance agents and/or insurance carriers to verify information, update status, and meet deadlines/requirements.

Address any questions, concerns, or suggestions in a timely and appropriate manner.

Demonstrate empathy in work and the impact it has on Client and homeowner.

The Berry Company, Dayton, OH Mar 2011 – Jan 2016

Customer Service Representative – Billing Investigator

Responsible for answering on an average 70 inbound as well as outbound calls every day in a fast pace call center environment and providing excellent customer service and billing support.

Handling irate customers in a proficient manner and successfully retained their services.

Receive client inquiry calls while maintaining a positive and professional attitude

Research, negotiate and settle disputes for local and internet customers

Research detailed billing transactions, sort, and be able to explain what occurred with the billing

Document all customer issues, contacts, investigation steps, and resolution in a clear and concise manner using Berry Companies proprietary billing system.

Research, negotiate and settle directory claims for National/Local/Internet accounts

Necessary follow-up for complete issue or inquiry resolution

Use of multiple customer service systems and applications

Aerotek Staffing, Dayton, OH Dec 2008 – Jul 2009

Hazard Insurance Specialist – Assurant Specialty Property

Reviewed various types of insurance documents and update the hazard insurance lines on the clients servicing system according to established procedures

Verified that insurance policies contained acceptable coverage and disbursed premium payments from the escrow account when required

Made necessary outbound phone calls to insurance agents, and companies to update insurance policies and obtain needed (missing) information

Performed maintenance as necessary for policy changes, letters, notices, etc.

Insured all items processed in a timely manner to meet or exceed established standards

INSTITUTO J2, El Paso, TX Jan 2000 – May 2007

President/ESL Instructor

Plan and execute appropriate lessons and activities for ESL participants in compliance with program objectives using existing curriculum and materials

Work in partnership with American manufacturing firms operating in Mexico in order to reduce defect rate by bridging the language barrier between Mexican workers and American management

Develop and provide lesson plans of classroom instructional activity

Educate clients about safety rules and their duties and responsibilities in the workplace

Maintain student progress and attendance records

Recruit and manage staff of six instructors using a participatory style of management

El Paso Community College, El Paso, Texas, USA Jan 1999 – May 2007

ESL Instructor Literacy Programs

Developed students' English language competence necessary to successfully conduct a job search by using participatory teaching techniques.

Trained displaced migrant and seasonal workers in the fields of plastic injection molding machine operation/construction management.

Familiarized students/clients with OSHA safety regulations.

City of Sunland Park, Sunland Park, New Mexico May 1997 – Oct 1998

Grants Administrator

Performed skilled tasks and relieved supervisor of routine administrative duties.

Responsible for all facets of grants administration including reporting, monitoring, file maintenance and attending seminars.

Prepared reports, studies, tables, contracts, and bid proposals.

Received inquiries and either furnished information or directed inquiries to appropriate parties.

Greater El Paso Chamber of Commerce, El Paso, TX Feb 1996 – Mar 1997

Staff Assistant

Assisted and counseled clients of Business Information Center.

Coordinated presentations and business loan seminars

Financial Consultant for Business entrepreneurs in creating business and market plans

Assisted immediate supervisors in their efforts to increase small business opportunities in the area.

Conducted small business research in coordination with the U.S. Small Business Administration and Service Corps of Retired Executives

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