Customer Service Technical Support

LUISA M CUSIMANO

**** ****** ***** ***** #****, Colorado Springs, Colorado 80920 H: 720-***-**** **********@*****.*** With 39 years of proven experience providing customer service for several different companies, I am confident I will make an immediate contribution to your team. I have demonstrated the ability to effectively handle situations or inquiries while working within policy, procedures and standard processes. You will find I am detail oriented and able to analyze, prioritize and resolve client requests or issues quickly and effectively. I possess excellent communication skills both oral and written. I have remarkable interpersonal, organizational and time management skills. I am well versed in all the Microsoft Office suite applications. Furthermore, I learn new applications quickly and efficiently. I am able to support team goals along with finishing my assigned tasks which makes me a perfect fit for a multitasking environment such as yours. Microsoft Certified Solutions Expert (MCSE) Certificate Customer service expert

Fast learner

Skilled multi-tasker

Adobe and Adobe Flash proficiency

Java system proficient

Skilled in call center operations

Talented client relations manager

Adheres to customer service procedures

Professional and mature

Strong problem solving aptitude

Customer Service awards

Familiarity with Key Performance Indicators (KPIs) Word processing

Dedicated team player

Flexible

Independent worker

Maintains confidentiality

Independent worker

Works well under pressure

Pharmacy Benefit Manager, 04/2014 to Current

Startek – Colo Spgs, CO

Addressed and resolved customer product complaints empathetically and professionally. Accurately documented, researched and resolved customer service issues. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly. Mastery of customer service management systems and databases. Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rate

Provided the members with a quote of co pays in regards to their medications.Assisted members on making payments to keep accounts current.Ensured complete enrollment of new HIPPA Certified

Ensured complete enrollment of new members for mail order medication. Monitored all claims for mistakes.

Provided members with assistance in their mail order pharmacy needs. Assisted pharmacies with all aspects of filing and completing insurance claims.Monitored all claims for mistakes. Provided members and/or pharmacies with eligibility information as needed. Ensured that Prior Authorizations were completed when required by the insurance company. Provided the members with a quote of co pays in regards to their medications. Assisted members on making payments to keep accounts current. Ensured complete enrollment of new members for mail order medication. Collections Specialist, 10/2013 to 04/2014

Firstsource – Colorado Springs, CO

Responsible for collecting past due payments so consumers can be up to date on their loan. Providing customers with programs that fit their budget to eliminate financial hardship. PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

Problem solving that fit the needs of the consumer to help resolve past due payments. Investigate consumer concerns on account and being able to give them superior customer service with resolution. Educate consumer how to read statement and explain how they became past due. Assisted customers in finding out what caused them to become past due. Performing outbound calling collect past due payment. Customer Service Representive, 02/2009 to 11/2013

Harland Clarke – Colorado Springs, CO

Entered numerical data into databases in a timely and accurate manner. Added new material to file records and created new records. Noble Dialer

Ensured leads for customer retention.

Created new business Outbound and/or Inbound calls to maintain retention of existing clients. Promote tools to support and improve the client's profitability. Entered numerical data into databases in a timely and accurate manner. Reviewed and updated client correspondence files and scheduling database. Technical Support, 10/2008 to 01/2009

Apple – Englewood, CO

I Log .

ITunes.

Empower.

Responsible for identifying and resolving customers technical issues in a timely manner. Assisting customers in navigation of their phones operating systems.Top performer for upsells to larger storage plans. Managed call flow and responded to technical support needs of customers. Installed software, modified and repaired hardware and resolved technical issues. Resolved problems with malfunctioning products.

Top performer upsells to larger storage plans. products and services to increase company revenue . High School Diploma: June 1976

James Lick High School - San Jose, CA

Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette.

Energetic with strong time management skills who thrives in a fast-paced, dynamic environment. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.

Customer Service Professional highly skilled in call center management, training, recruiting, service solutions, and innovative marketing concepts.

EDUCATION

ACCOMPLISHMENTS

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