Customer Service Representative
Resume:
Bethzaida Rodriguez
Bethlehem, PA 18018
*****************@*****.***
Skills
•
• •
Experienced Customer Service Representative Excellent computer skills including the entire Microsoft Office suite
and many other programs. (PeopleSoft etc.)
• Conduct High volume phone calls
• Serious commitment to ethics
• Well versed in various levels of customer service including, call
• Believe deeply in producing excellence all levels of endeavor
center, collections, medical billing and claims, account review and
correction
• Highly proficient researcher
• Worked for a large retailer as a trouble shooter, and dealt with
multiple account issues • Bilingual in Spanish, Read, Write
• Committed team player
• Type 55 Words
Professional Experience
Okay Supplies 7/2012-7/2014
Customer Service Representative
• Answered phones and processed orders
• Processed returns and refunds
• Inventory
• Shipped and received baby products on a timely basis
Mpower Energy 5/2012-7/2012
Bilingual Energy Consultant
• Researched customers utilities bills and explained usage
• Offered plans to lower monthly bills 25%
• Explained how to conserve energy
• Filled out and submitted applications for customers
• Followed up with customers for further information needed
McKesson Technology 9/2011-05/2012
Bilingual Patient Server
• Worked directly for MD in the emergency room
• Processed new medical claims for patients
• Adjusted existing medical claims and resubmitted
• Referred patients to appropriate health care services or resources
• Explained policies, procedures, or services to patients using medical or administrative knowledge
• Translated patients Spanish correspondence to English for appropriate departments
• Processed Medicaid and Medicare claims including out of state patients
• Average 120+ calls per shift with an average QA of 95% or better
• Highly proficient in de-escalating unhappy customers and identified issue and corrected
Verizon Wireless 11/2007-11/2010
Bilingual Customer Service Representative
• Worked in a store setting, opened and closed store
• Connected with customers and actively helped them with their concern
• Conferred with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of
complaints
• Check to ensure that appropriate changes were made to resolve customers' problems
• Reviewed insurance policy terms to determine whether a particular loss is covered by insurance
• Resolved customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
• Helped a major amount of Spanish speaking customers
AAA Michigan 3/2005-8/2007
Call Center Representative
• Average 120+ calls per shift
• Operated automatic call distribution (ACD) telephone set and PC running Windows-based applications, to accurately receive record and respond to Member’s
requests.
• Properly answered and accurately processed incoming calls
• Demonstrated a pleasant and professional telephone manner
• Accurately entered information, comments and complaints in the D/2000 PC application
• Assisted Members, utilizing AAA maps and/or PC based map program, to determine their breakdown location
• Processed credit card and member billing
• Listened and probed for additional information as necessary
• Certified in various states
• Arranged for debt repayment or establish repayment schedules, based on customers' financial situation
• Answered customer questions regarding problems with their accounts.
• Traced delinquent customers to new addresses by inquiring at post offices, telephone companies, credit bureaus, or through the questioning of neighbors.
EDUCATION: Glenmont Job Corp. General Equivalent Diploma
Contact this candidate