Customer Service Representative

Rasa Guin **** Lionheart Dr. • Frisco, TX ***** • 469/888 3944

OBJECTIVE:

To obtain a position in which I can utilize my previous years of experience, furthering my professional growth.

SUMMARY OF QUALIFICATIONS:

Extensive experience in customer service, orders, and billing for utilities and insurance companies. I am detail oriented,

type approximately 40 wpm, 10 key by touch, and have extensive experience with Microsoft Office products.

PROFESSIONAL EXPERIENCE:

Customer Service Representative, Call Center

Travelers Jan 2011 – Nov 2011

• Received accolades for customer satisfaction and maintaining company goals, policies, and procedures utilizing

one call resolution.

• Consistently in the top 1% of Travelers nationwide customer service with call guidelines and time requirements.

• Worked with insurance agents advising of policy requirements per state/company guidelines.

• Tier 1 troubleshooting and technical support pertaining to company systems.

• Advised customers of policy upgrades available and made changes to existing insurance policies.

• Processed payments and assisted with appropriate payment arrangements when necessary.

• Assisted Supervisor with escalated calls addressing customer complaints regarding billing, agents, and

insurance policies.

• Assisted new associates with calls process.

• Was in charge of tracking and providing recognition for employee compliments.

Customer Service Representative, Call Center

San Diego Gas and Electric Sept 2006 – Jan 2010

• Received accolades for my customer satisfaction as well as maintaining company policies and procedures

utilizing one call resolution.

• Entered new service orders for both gas and electric.

• Advised customers of service options available based on their needs and made changes to existing services.

• Addressed questions regarding billing and determined appropriate payment options when necessary.

• Assisted Supervisor with escalated calls addressing customer complaints and concerns regarding charges and

service.

• Assisted new associates with call process.

• Worked closely with dispatch to set customer appointments, based on priority.

• Responded to emergency calls from police, fire department, and customers, and ensured proper procedures

were followed.

Customer Service Representative, Call Center

Verizon (Formerly GTE) March 1997 – Jan 2000

• Promoted to the Customer LINK department which deals with highly valued customers.

• Entered new service orders.

• Advised customers of service options and made changes to existing services per their requests.

• Addressed billing questions and determined payment arrangements within company guidelines utilizing one call

resolution.

EDUCATION:

Bachelor’s Degree in Business Administration –Loyola Marymount University 1994

ADDITONAL PROFESSIONAL EXPERIENCE:

Industrial Claims and Medicare Coordinator

SuperCare Medical Jan 1995- March 1997

• Set up and maintained claim files.

• Processed payments regarding occupational injury claims.

• Input and maintained claims information in the risk management system.

• Followed up with medical providers and defense attorneys to maintain information about status of claimants.

• Responsible for all Medicare billing, keeping outstanding balances to a minimum .

• Personally handled billing and collections of larger and more complicated Medicare claims.

Customer Service Manager

All Tune and Lube Jan 1993 – Jan 1995

• Responsible for the front office, preparing work estimates, advising customers of necessary and available

services, data input, heavy phones and cash management .

• Responsible for inventory control of automotive parts.

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