Customer Service Representative

CHRISTINA GONZALES

*** ****** ** *********** ** *0440 C: 773-***-**** *******************.**.**@*****.*** To provide the best customer service possible, for a great company. While continue to learn, grow, adapt and advance into a position as a team-player. Where I can maximize my customer-service experience in a challenging environment, while using my strong communication, leadership skills, and customer service background along with my problem analysis and problem solving abilities. Auto Claims Adjuster, 10/2016 to Current

Liberty Mutual – Warrenville, Illinois

Responsibilities:Develop knowledge and skills needed to conduct thorough investigations. Evaluate losses, negotiate settlements. Asset liability of claims based on facts gathered through investigation. Assist in managing an inventory of claims. Build business and professional skills that prepares for leadership positions. Gain valuable real world experience from a Fortune 100 company. Request Police Reports, conduct recorded interviews. Review auto policies, determine if coverage is afforded. Send state required letters. Respond to emails, voicemails and subrogation's. Schedule repairs and rentals. Create and send payments to shops and customers. Customer Care Specialist, 08/2011 to 09/2016

Optumrx – 2441 Warrenville Rd, Lisle IL

Worked cooperatively and closely in a team environment with Member Service coworkers, Account Managers and other teams within Optumrx to meet our clients' needs. Maintained a clear understanding of each clients' policies, procedures and individual needs. Assisted pharmacies,clients, members, and physician, in resolving a variety of daily processing obstacles – problem solving and the ability to communicate solutions. Communicated effectively and clearly with members regarding questions about their pharmacy plan, coverage, co-pays, deductibles, prior authorizations and eob regarding aspects of their pharmacy coverage. Worked daily with teammates, account managers and other resources to solve issues. Fulfilled any client requests that are faxed directly to the Member Service. Maintained records of actions taken including documenting clients' calls in INFO Call Tracking or rxclaim, member prior authorizations, modifications to records within the rxclaim system, and call tracking notes regarding pharmacy or member calls receivedFiled and maintain paper records in an organized manner. Performed daily functions as well as other projects and responsibilities assigned. Customer Service Representative, 02/2009 to 07/2011 Illinois Tollway – Lisle, IL

Answered incoming calls regarding I-Pass accounts and Illinois Toll way violation notices. Created and updated I-Pass accounts by inputting all pertinent information into CSC system input. Updated credit cards, I-Pass gift cards to process payments or add money to accounts. Handled toll way violation notices and any complaints or questions. Handled escalated calls and was appointed as floor lead assistant. Reported assigned rental violations-received spreadsheets with renters info and would manually enter the data into the system. Manually entered grace period toll payments that were mailed in, entered into the system. Assisted with training new employees on taking calls during training and once they started in the call center. PROFESSIONAL SUMMARY

WORK HISTORY

EDUCATION

High School Diploma: 2003

Curie High School - 4959 S. Archer Chicago, IL

Customer Service experience specific to researching client complaints, process improvement activities and reporting. Thorough knowledge of Clinical Call Center's systems, procedures and processes. Strong knowledge of

Catamaran infrastructure, products, departmental roles and key personnel to effectively utilize internal resources in achieving the goals of the Clinical Call Center. Intermediate level in the use of Microsoft Office software. Ability to manage multiple tasks and increasing

responsibility. Demonstrated ability to research and review written and verbal communication skills, with the ability to communicate effectively with all levels of the organization. Demonstrated a clear understanding of company and client confidentiality. Demonstrated the ability to work independently using good judgment in a fast paced environment. Excellent organizational and time management skills. Ability to maintain a high level of consistency while working with team members. Adaptable and able to move with change while maintaining a positive attitude and strong role model for the Team. Ability to speak clearly and effectively communicate instructions over the phone with a positive attitude, willingness to learn and improve on a daily basis. Excellent

organizational skills. Basic typing, math and spelling skills, as well as problem-solving skill.

SKILLS