Customer Service Representative
Resume:
John Ponce
Centerville, OH 45459
Telephone: 937-***-****
Email: ******.*****@*****.***
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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