Customer Service Care

Summary

Highly motivated and dedicated work leader with over fifteen years of experience dealing with a high volume walk in customer service center. Expertise in managing all aspects to ensure execution of service to customers within company guidelines and policies. Experience in interacting with the public along with executive management. A professional for getting the job done. Adaptable to any environment and capable of working independently and collaboratively. Ability to assess, understand and address customers’/clients’ needs, wants and to resolve any issues of dissatisfaction. Experienced in managing a team of staff including training, coaching, recommendation of disciplinary actions and administrative responsibilities.

Skills

Windows XP, Excel, Publisher, Word, PowerPoint, FEBS and VECTOR

Professional Experience

AFFINITY HEALTH PLAN Bronx, NY (10/2016-02/2017)

CREDENTIALING SPECIALIST

Verified that professionals, facilities and their personnel are accrediting and adhering to organization and government guidelines and regulations.

Communicated with providers to continuously updated their information.

Processed all applications and paperwork and ensured their completeness and accuracy.

Entered information into database and continually maintained said database.

EZ PASS (XEROX) Yonkers, NY (05/1999 to 05/2016)

CUSTOMER CARE SPECIALIST: WORK LEADER

Assisted with the management of daily operations of a walk-in-service center.

Responsible for 10 Customer Service Representatives.

Created and distributed employees’ weekly schedule along with work assignment.

Administered and enforced compliance to company policies and procedures.

Oversaw vacation request and days off.

Resolved customer questions, issues and complaints using appropriate escalation protocol.

Followed up with emails or phone calls to various departments within company to ensure resolution of customers’ issues.

Maintained, tracked and prepared a daily, weekly and monthly report for review.

EZPASS Tag distribution and daily tag inventory report.

Secured the integrity of the Customer Service Representatives closeout process and safeguarded the funds deposit until removed from EZPASS by armored car service.

CUSTOMER CARE ASSISTANT

Responsible for interfacing with customers in a walk-in service environment.

Used internal computer programming to open new accounts, update accounts and process replenishment to customers’ accounts.

Counseled customers on the various options of service and provide the necessary service.

Handled all incoming customers’ correspondences.

Investigated problems with existing accounts and taking appropriate action to resolve issues.

Reconciled payments/accounts at the end of the business day.

Assisted with other projects as needed such as training new staff members to interact with customers and to complete their daily work assignments and providing back-up to other representatives when necessary.

Other Professional Experience

Cashier

Customer Service

Education

Lehman College. Bronx, New York 1999

William Howard Taft HS. Bronx, New York 1996

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