Work At Home Customer Service Agent

Teresa Jimenez

*** *. *** ****** ***-B Smithfield, NC 27577 (H) 919-***-**** (C) 919-***-**** Email: ***********@*****.***

Objective:

To gain a full time professional entry level and/or experienced level position with a reputable company that allows me to utilize current skills and abilities, as well as, achieve new ones. I possess over 30 years of customer service/customer relations and Healthcare experience. I am well versed in Ophthalmic Medical Terminology as well as, basic general healthcare terminology.

At present I am still employed with TELETECH CO./BEST BUY as their client in which I work for. I have been blessed with the ability to *WORK FROM HOME*. In this role I accept incoming calls from Best Buy customers needing assistance for various reasons as documented below. I am actively seeking a position that will allow me to continue working from home, but I need to secure full-time position with benefits. *If the salary compensates the cost of health & dental care, I will purchase these benefits outside of the company*.

I have the self-discipline and time management skills needed to be successful in a *WORK AT HOME POSITION*/TELECOMMUTE POSITION. I take pride in the service I provide and strive for one call resolution whenever possible.

Education:

ASSOCIATES IN SCIENCE (AS) *CURRENTLY ENROLLED* WAKETECH COMMUNITY COLLEGE/MAIN CAMPUS/ON-LINE CLASSES/CIRRICULUM

Major: BUSINESS ADMINISTRATION

Minor: HR MANAGEMENT

LICENSED HEALTH & LIFE INSURANCE AGENT/Hold 16 NON-RESIDENTIAL LICENSES: ex: TN/NY/SC AND THIRTEEN OTHER STATES

08/2013 – 10/2015

JCAHPO – DUKE UNIVERSITY EYE CENTER

CERTIFIED OPHTHALMIC ASSISTANT

04/2006 – 04/2016

Skills & Abilities:

Typing 40 wpm

Office 365

Outlook Email

Microsoft Word, Excel, Power Point

Blackboard

CONNECT

Discussion Boards

ONE NOTE

Windows 7-8, Vista, Windows 7 Professional & Windows 10

The ability to navigate multiple browsers/applications

*At the same time to best assist client – anywhere between 3-9 browsers up/minimized at any given time, including but limited to: EX: Breeze/Yantra/OMS/ESP 8.0/COP Email (Corner Office Pavilion)/ Kana IKE = I Know Everything) MOSAIC/EMPOWER/ORACLE, along with several others.

Systems/Software Proprietary to Company Employed by at the time: ex: XEROX/Systems proprietary to TELETECH/INTUIT – TURBO TAX/BEST BUY/DUKE EYE CENTER = Electronic Medical Records, etc……

Experience:

*WORK AT HOME CUSTOMER SERVICE AGENT* / TELETECH CO./INTUIT – TURBO TAX – 02/2016 – 04/18/2016 (last day to file tax returns) / BEST BUY 04/2016 – CURRENTLY EMPLOYED*

I began working from the comfort of my home for Teletech Co. in February 2016 – CURRENT. The first client I worked for was INTUIT/TURBO TAX where I assisted clients with basic tax questions, assisted with the selection of the best Turbo Tax Product to suit the client’s needs; ex: 1040EZ vs 1040A. I provided clients with detailed information regarding their Electronic Funds Transfer (EFT) when it will deposit into the bank account of their choice. I assisted with clients purchasing Digital Downloads of various tax products vs purchasing hard copy in store. I had the ability to *Screen Share & Enter Clients computer to assist with the page/screen they were currently working on. I provided detailed research within the Turbo Tax database to assist clients with previous year’s tax returns. Upon tax season ending on 4/18/2016 Teletech offered me a permanent position with their client Best Buy.

In this role I worked for mobile services/Geek Squad where I provided basic technical support for various mobile devices, ex: IPHONE -4-5-6-6 plus assisted customers with deactivating the Find My IPHONE Feature so they may process their warranty exchange, in addition, I provided tech support for multiple manufactures of mobile devices. I was responsible for processing service fees/deductibles for warranty exchanges/loss/theft devices via a secure portal, as well as, processing warranty exchanges for IPADS, Portable Electronics, such as Beats Wireless Headsets, along with various other duties as assigned.

As of 6/10/2016 I transferred to another department within Teletech/Best Buy known as Post Purchase Support: In this role as in the past two I accept incoming calls and assist customers with ordering items online via the Best Buy website, I research lost/missing orders that occur while shipping with UPS or USPS. I authorize allowances (credits) to customers’ accounts for multiple reasons, such as, Price Match Guarantee – credits for anti-virus software customer no longer needs as they never received laptop and/or received it damaged – anti-virus such as WEBROOT & KASPERSKY – typically an allowance of $29.99 is issued, responsible for researching various customer concerns or complaints until resolved. I am responsible for processing Credit Card/Debit Card transactions for thousands of items sold on the Best Buy website and work as a liaison between CITIBANK’S/Best Buy Visa Credit Card and my customer

LICENSED HEALTH & LIFE INSURANCE AGENT RIGHT OPT/XEROX 07/2013 – 08/2015

I provided detailed information regarding Medicare Health and Drug Plans to Medicare beneficiaries. One a plan was chosen I enrolled the beneficiaries, processed premium payments via check/credit card or debit card. Provided detailed information on available dental plan designed for the Medicare beneficiary. I was the liaison between Healthcare Providers; ex: Blue Cross Blue Shield – Cigna – United Healthcare. Assisted with confirmation or denial of chosen Primary Care Physician, Confirmed medications currently taken are covered by chosen Medicare Drug Plan. Assisted with set up of clients Health Reimbursement Plan. Assisted with filing qualified healthcare claims. Provided updates on approval or denial of claim, as well as, refiling claim, provided details on reimbursement deposits and/or checks being sent via USPS. Performed various other clerical duties as assigned by management, ex: spreadsheet documentation. I provided exceptional customer care. Maintained 98% - 100% as scored by Quality Assurance.

JCAHPO/CERTIFIED OPHTHALMIC ASSISTANT DUKE EYE CENTER 01/01/2005 – 03/15/2010

As a certified ophthalmic assistant I was responsible for obtaining accurate and chronological ocular and health history of the patient. Medication reconciliation, visual acuity, pinhole acuity if < 20/30 vision, ocular motility (checking for lazy eye), manifest refraction, lensometry, Goldman tonometry, Tonopen, Topography, Humphrey Visual Fields, PAM, FDT, Triage, OCT, OPTOS/Retinal Imaging, color vision testing as ordered by physician,

Assisted with minor room surgical procedures: ex: Chalazion/Stye removal normally located on the upper or lower eyelid that requires a minor room surgical, in most cases sutures are not necessary., removal of sutures s/p enucleation of the eye (removal of eye) teach patient proper cleansing of eye socket to avoid infection, Botox Injections, Cosmetic, as well as, prescribed by doctor for facial tremors/severe migraines, assisted and observed Chief Of Staff, Dr. Robyn Vann during multiple cataract extractions, as well as, provide patients with pot operative care instructions.

Assisted Dr. Woodward with life changing surgical procedure, in creating eye-lids for an infant who was born with none. She removed skin from behind the ears and it was a successful transplant.

I was cross trained to work in every Specialty Clinic within the eye center, General Ophthalmology, Cornea, Glaucoma, Retina, Ocular Plastics, Pediatrics and Neuro-Ophthalmology with Dr. Bhatti.

I worked with the highest level of integrity and ethics. I consistently provided exceptional, empathetic (when appropriate) caring and respectful patient care.

I treated my patients with the highest level of genuine care that I would expect for my Mother or Grandmother.

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