Customer Service Representative

DEBORAH SANTOS ALMESTICA

Orlando, FL

****************@*****.***

Phone: 787-***-****

Work Experience

Customer Service Representative

ACS/XEROX

Tallahassee, FL

November 2014 to Present

Responsibilities

Bilingual Call Center Representative providing prompt professional customer service for Department of Labor Workers Compensation Programs (FECA, Black Lung and Energy) following specific guidelines on customer service or call center procedures. Answer calls and inquiries from medical providers, customers or claimants. Questions concerning program enrollments, prior authorizations for medical services, diagnosis codes ICD-9, ICD-10, medical cpt/hcpc/rcc codes. Assign product or service issues to the appropriate senior representative or manager. Ensure that all problems are promptly addressed, documented and rectified accurately and on time with proper follow-up and professional customer service.

I also work on special projects for the re-enrollment program, verifying provider’s enrollment data and making necessary updates and changes on the system as necessary. Work on other duties as assign.

Regulatory Specialist II

DBPR- DEPARTMENT OF BUSINESS AND PROFESSIONAL REGULATIONS

Tallahassee, FL

October 2008 to August 2013

Responsibilities

Answers incoming calls for Customer Contact Center (Spanish and English) in a courteous and professional manner, assist callers with inquiries and provides accurate information in accordance with Department policy and procedures as well as Florida statute and rules. Use resources available to refer customers calling regarding non-DBPR issues to appropriate agencies. Responsibilities include, but are not limited to, providing general licensing status information and disseminating licensing information and requirements to customers. Respond to inquiries regarding all DBPR licensing matters. On behalf of the department, accepts licensing fees from customers. Accept requests for public records. Respond to customer inquiries regarding all professions, and Hotels and Restaurants, with minimal assistance and submits Tier N referrals when further action is necessary for resolution. Calls regarding Land Sales, Condominiums, Community Association Managers, Home Owners Associations, Mobile Homes and Timeshares, handled using the assistance of the ER team or Supervisor. Review information in Siebel, Obase,LicenseEase and DBPR intranet site and/or internet site as well as statutory laws and rules information. Forward requests for mail outs to the mail representative. Work on other duties as assigned. Review customer’s applications or documents in the OnBase system to determine the correct index type and correct transaction.

Accomplishments

I was promoted twice within my first two years and receive awards and recognitions.

Skills Used

Answers incoming calls for Customer Contact Center (Spanish and English) in a courteous and professional manner, assist callers with inquiries and provides accurate information in accordance with Department policy and procedures as well as Florida statute and rules. Use resources available to refer customers calling regarding non-DBPR issues to appropriate agencies.

Florida Choice Counselor

ACS

Tallahassee, FL

September 2007 to October 2008

Responsibilities

Work as a bilingual (Spanish and English) Choice Counselor in a high volume inbound call center for Florida Medicaid Reform. I assisted with the application processing via the telephone. Responded to questions about the program and provided applications status, renewals, and enrollments in health plans. Entered contacts information into the systems and assisted callers wishing to apply for the program via the telephone. Process requests for informational materials, statements, and other documents into systems. Provide information in a clear manner. I followed operational policies and procedures works with consumers in difficult situations. I was responsible to take customers complaint information for follow-up by the quality assurance unit. Provided information on dispute resolutions and processes it according to approved. Processes documents dispute information received via telephone to follow-up by the correspondence and research unit. Logs and enters after-hours messages. I responded to after-hours phone messages. I helped medical plans providers by verifying applicants or enrollees’ eligibility. Enters status change information that does not require verification (such as address changes) received by the applicant during the telephone call. Advised applicants to send supporting documentation when reporting status changes that require verification (such as income changes). Report to the Call Center Supervisor. Work on other duties as assign.

Skills Used

Bilingual skills, communication, problem solving, analytical skills.

Customer Service Representative II

TSYS

Columbus, GA

September 2006 to August 2007

Responsibilities

Worked as a bilingual (Spanish and English) customer service in a high volume inbound call center. Assisted with phone inquiries, and provided daily support resolving and researching any problems that the customers may have on their credit cards accounts. I provided support to help customers with any issues accessing their accounts online. I was responsible for taking messages from customers and called them back to address their questions, concerns or any problems with their accounts. Work on other task as assigned.

Education

Bachelors in Psychology

St. Leo University -

Tampa, FL

2015 to 2017

Associate in Psychology

Tallahassee Community College -

Tallahassee, FL

2009 to 2013

Skills

Bilingual Customer Services Representative, I can write, read and speak in both languages (English/Spanish)

Contact this candidate