Customer Service Representative
Resume:
RACHEL PETROSA
*** ********* *** *******, ** ****8
**********@*****.*** 806-***-****
Objective
Over 16 years of experience in the field of customer service and interacting with the general public including via phone and email.
Education
Graduated Plainview High School with Diploma in Plainview, Texas in 1993 Technical Skills
Customer service skills
Outreach: Network with the public to extend community opportunities Referrals: Made the public aware of applicable programs Administration duties: MS Word & Outlook; Use of copier/fax machine, answering phones, scheduling appointments;
Cash Handling: Operation of a cash register, bank deposits, inventory of merchandise, and freight skills
Work Experience
CVS CAREMARK-San Antonio,TX
Customer Care Representative,04/2016 to 11/2016
● Make Outbound calls to SilverScript Medicare D Members.
● Reach the daily goal of 150 calls per day.
● Follow all HIPAA and PHI guidelines, also follow all scripts and disclaimers.
Once contact was made with the member, explain reason for the call and complete the call with a warm transfer to the pharmacist.
If member was not available, a message was left the appropriate information for our call to be returned by the member.
● Follow up on Authorized Representative Forms sent out members within the two week time frame.
Ross Dress For Less -San Antonio,TX
Sales Associate, 09/2015 to Present
● Recovery of sales floor- Working as a team to clean the store at the end of a business day.
Which includes picking up clothing,shoes and accessories from the floor and putting them in their designated area.
● Fitting Room- making sure all items have been accounted for when entering and exiting the dressing rooms, placing all items not selected by customers in designated area, answer all incoming calls.
● Cashier- goal is to complete a speedy and accurate transaction,by removing all hard tags,bagging all items and taking the customer’s payment.
● Cash Office - The counting of all money,which includes the money in the safe, the change drawer and all 14 registers.
Making change orders for the store to ensure there was plenty of change for daily business.
Making deposits of the previous daily sales, completing al paperwork for this procedure.
MCNA Dental - San Antonio, TX
Member Service Representative, 03/2015 to 01/2016
● My duties included taking inbound calls from members enrolled in MCNA dental insurance.
● Assisting the member in finding a provider in the network, making provider changes and assigning them to a provider.
● Assisting the member with any referral, pre-authorizations, complaints or appeals in regards to the member’s account.
● In order to assist the member we used the dental trak program for data entry and fax proof of eligibility to the provider’s office, submit member request for the member to the correct department pertaining to the issue the member was having at the time of call.
● CTI was the phone system used to monitor the call flow clock in and out of work. NICE program was used to request anytime time off and monitor daily schedule. San Antonio Water System - San Antonio,TX
Customer Service Representative, 07/2014 to 11/2014
● As a customer service representative we would answer calls from customers with water service, basic data entry as far as updating phone number and mailing and e-mail address for the customer.
● Assist the customer by taking payments via the telephone, answer any questions in regards to their water bill. Explain their monthly statement if needed. Submit member request to have the meter re-read or for a work order in regards to their water meter etc.
● San Antonio Water System had there own programs in order to monitor phone calls, clock in and out, and also a specific one for to manage the customer’s account South Plains Community Action - Plainview, TX
Center Worker, 05/2010 to 03/2014
● My duties included initial intake which included ensuring our clients were income qualified for the Comprehensive Energy Assistance Program, (CEAP)
● I was knowledgeable of all the resources within the community and county to assist our clients further, if needed.
● Assisted clients with the VITA program and other community referrals
● Outreached with local offices and businesses to ensure the public knew of programs applicable to them
● I managed workshops for our clients to inform them of energy saving tips for their home and asset building techniques such as: How to budget your money & How to reduce poverty etc.
● I managed monthly in-service meeting, scholarship committee meetings, and coalition meetings.
● I made home visits for the elderly and disabled clients who were unable to come into the local office.
● I managed and monitored the office equipment such as the: copier/ fax, phones, internet service, heating and cooling units
● I managed the coordination of maintenance to our office and rental properties
● I oversaw and managed the cash handling of our tenants and made bank deposits,
● I was in charge of ordering office supplies.
Walmart Super Center- Plainview, TX
Sales Associate, 08/2007 to 05/2010
● Photo Lab Center:
M y duties in the Photo Lab were processing the customers’ orders in a timely fashion
A ssist customers at the kiosk machines
K nowledgeable of the digital imaging and photography
K nowledgeable of films, cameras, and accessories
Ordered stock and returning recyclables as needed
Logged any equipment that was not working correctly
Answered phones
Assisted customers with price checks and cash handling
● Connect Center:
My duties in the Connect Center were to assist customers effectively find a wireless company to match their needs
Assisted customers with wireless plans and packages’ and accessories
Assisted customers with the merchandise in our department
Assisted customers in applying for cell phone service with the major cell phone suppliers
Assisted with the pre-paid cell phones and accessories
I managed the registers up front and in our area
I managed re-setting displays
I logged inventory of all electronics
Stocked the shelves and handled the freight supplies of merchandise
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