Customer Service Representative

IN BRIEF

Experienced in customer support and accustomed to thriving in high paced environments for service providing employers. Committed to customer service with the ability to build productive relationships, resolve complex issues and win customer loyalty. Creative relationship builder with attentive listening, diplomacy, and problem-solving skills to find common ground and achieve entire fulfillment for internal and external customers. EXPERIENCE

June 2016- Current

Bilingual Member Service Representative

United Health Group/Optum

Responsible for receiving Inbound service calls from prospective and current members who qualify for Medicare with questions related to, but not limited to, the Medicare enrollment process, eligibility status/issues, benefit levels, requests for member materials, prescription coverage, and prescription benefits, assist and resolve members and providers issues regarding insurance claims, identify and assess customers' needs quickly and accurately, fulfill material requests for members while consistently meeting and exceeding established productivity, schedule adherence, and quality standards.

Ensure quality customer service for internal and external customers by providing a proactive service with the highest degree of courtesy and telephone etiquette with the ability to refine complex instructions, procedures and thoughts into simple, memorable terms that customers can grasp and act upon.

Receive and respond to inquiries from members and providers regarding benefits, policies, data changes, claims, billing, authorizations, and government social service programs and receive inquiries from prospects, screen eligibilities and forward to Sales follow up.

Assist and involve in member satisfaction projects, and other related projects as assigned.

Document all issues in system in a timely manner; create Service Requests to other departments to resolve member inquires, and follow up to track progress.

Work together with other billing and eligibility department representatives to resolve complex customer service inquiries.

Place outgoing phone calls to members and providers to resolve member issues and complete follow-up on customer service requests as necessary.

Feb 2008 – May 2016

Customer Service Representative

Thomas Printworks / formerly known as A&E - The Graphics Complex. Houston, Texas.

Provided world class customer service by handling customer inquiries, complaints, billing questions, as well as invoicing and providing accurate quotes.

Supervised the production process of orders received to ensure that all quality standards and client needs are met.

Effectively communicated with multiple departments to convey customer needs and expectations.

Solved problems creatively using tact and diplomacy to find common ground achieving complete customer satisfaction.

Listened to customer needs, articulate product benefits by providing solutions that add value and benefits to customers and their clients.

Handled a high volume workload within a deadline-driven environment by efficiently resolving all customer inquiries while consistently exceeding performance standards. Brian Lyle

Contact information 2200 S Gessner Apt 713

Houston, TX 77063

Mobile: 832-***-****

Email: *****.****@*****.***

Education BBA in Management

Mesoamerican University

May 2000 (Mexico)

Languages English and Spanish (Fluent)

March 2007 – Feb 2008

Customer Service Specialist -

Epicurean Life / Morton’s Gourmet Market. Sarasota, Florida.

Assisted customers and colleagues with questions and issues regarding all products and services while exceeding customer expectations.

Handled a high volume of catering orders while managing a POS system to keep track of inventory, customer information, and detailed reports containing consumer preferences.

Supervised kitchen, driving and server staff, and helped establish good working relationships between all participants to ensure customer satisfaction.

Worked with catering coordinator to plan, organize and manage a high volume of daily catering events. Created daily, weekly, and monthly schedules for all departments and individuals involved in catering operations.

Worked with managers in different departments to plan, organize, and manage special events to help market new products and services. Created an internal HTML based system for data entry to enhance the management of holiday catering orders.

January 2005 – Feb 2007

Marketing Manager -

ICC Instituto de Comunicacion y Cultura. Oaxaca, Mexico.

Oversaw the general management, promotion, and staff training at the ICC, the most renowned Spanish-language school in Oaxaca, Mexico.

Marketed language programs to Universities and study abroad programs in the U.S., Europe, and Asia.

Created and maintained the school’s web site and customer databases.

Organized and scheduled cultural excursions to Mexican and Indigenous locations throughout Mexico.

Coordinated host family stay, workshops, lectures, and travel packages for students from all over the world.

Interviewed, hired, and supervised staff of over 20 people.

Worked with managers to conceptualize, design, and launch Internet/Intranet sites, furthering company goals.

Designed monthly newsletter masters using QuarkXPress and Photoshop April 2004 – Dec 2004

Customer Service Representative – EZ Move Team

ADECO – Verizon Wireless. Houston, Texas.

Successfully completed an intense three-month training program in which I learned how to use five different operating systems under different computer system languages.

Handled a large volume of requests from Verizon Wireless users while following company standards and procedures regarding mobile service issues.

Kept and maintained records of all transactions.

Exceeded company and personal expectations for productivity, efficiency, and team goals. Technical Skills

Software Tools

(Expert Level)

Microsoft: POS, Windows 98/NT/2000/XP, Office, Visio, and Outlook. Miscellaneous: Suntype, Goldmine, Quest. RxClaims, Cosmos. Graphic Design: Macromedia Dreamweaver, Adobe GoLive,, Adobe Photoshop, Adobe Acrobat, FrontPage, QuarkXPress, Adobe Illustrator, Adobe InDesign and Adobe Streamline.

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