Customer Service Representative
Resume:
A licia Zapata
630-***-**** *** W Elk Trail Unit 213
************@*****.*** Carol Stream, I L 60188
Qualifications:
Bi-lingual Spanish-English Customer Service Skills (verbal &
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w rit ten)
Proficient computer skills: M icrosoft Word, Excel, PowerPoint,
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Access, Nasco database for claims overview, Rumba applications for benefit listing
Exceptional organizational skills
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Examine claims forms and other records to determine insurance
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coverage
Analyze information gathered by investigation, and report findings
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and recommendations/ adjustments where deemed appropriate
Maintain records of customer interactions and t ransactions,
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recording details of inquires complaints, and comments, as well as actions taken.
Review files, records, and other documents to obtain information to
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respond to requests
Answered a multi-line switch board for all departments and transferred
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calls accordingly
Ensure that appropriate changes were made to resolve customers'
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issues to achieve “FCR”
Work Experience:
Customer Service Representative 2011-
2012
Get Fresh Produce, Inc. Bartlett, I L
Completes supporting paperwork and data entry as required
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Communicated with customers using a headset & computer to input
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customer information to successfully resolve the customers’ complaints and issues
t horoughly
Excellent interpersonal skills by listening for customers’ needs,
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checking for understanding, and accuracy
Claims Specialist 2010 -
2011
A pac Customer Services. Inc.
G reen Bay, WI
Examined & analyzed claims documents and other records to
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determine insurance coverage
Communicated with customers in a call center setting using a
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headset & computer to input customer information and resolve their issues within a
t imely and professional manner
Abili ty to multi-task, this includes ability to understand multiple
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p roducts and multiple levels of benefits within each product
Lab Technician 2007-
2009
MV Processing, Inc. G reen Bay,
WI
Prepared for daily duties & set-up work station
Weighed blood bags to appropriate figures
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Disposed of hazardous waste materials and d ocument necessary
i nformation
Education:
Nursing courses 2006-
2007
Marian College of Fond Du Lac Fond Du
L ac, WI
30 credits completed
I n ternship with M arian College I T Department
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