Ollie Ruiz

Plantation FL. *****

ad06bd@r.postjobfree.com

954-***-****

Experienced business professional offering extensive experience in customer service. She comes with extensive working in handling inbound and outbound calling within a call center environment, providing customer service for an average of 150 calls per day, answering customer inquiries, solving problems, and providing new product information, investigating, and resolving customer inquiries and complaints in a timely and empathetic manner. Proficient in a variety of computer applications.

Summary:

●10 + years’ experience working in a demanding call center environment as a customer service representative.

●Dedicated customer service representative with motivation to maintain customer satisfaction and contribute to company success.

●Results-driven customer service representative with proven ability to establish rapport with clients.

Skills:

●Energetic work attitude

●Conflict resolution

●Strong client relations

●Strong organizational skills

●Listening skills

●Excellent communication skills

●Courteous demeanor

Education and Training:

G.E.D. - Ft. Lauderdale Florida, U.S.A. 2009

Professional Development

High school diploma

Professional Experience:

FEMA

Disaster Relief Advocate Nov 2022- Oct 2023

●Helping survivors before, during and after disasters.

●Help families by taking incoming calls and entering their information into FEMAS’s National Emergency Management Information System (NEMIS) and other FEMA- approved databases as required.

●Help restore the lives of individuals and families across the United States during critical times in their lives.

●Provide a peace of mind superior customer service to callers by consistently delivering accurate information and efficient solutions to every contact.

AmeriHealth Caritas

Customer Service Representative Nov 2018 – Nov 2022

●Demonstrate passion for providing superior customer service to our customers and continually seeks to understand the needs of those we serve.

●Create accurate and timely member documentation concerning all inquiries taken in accordance to established protocols to ensure resolution is provided and presented in a clear and accurate manner.

●Present and project a positive image of the company in and out of the office to fellow associates, members, providers, and the community by being courteous, helpful, energetic, respectful, and polite.

●Strive to resolve an inquiry on first contact while ensuring that the inquiries have been addressed to the customer’s satisfaction by using all resources in an efficient and timely manner.

●Provide feedback and/or solutions to the supervisor to ensure continuous process improvement and provide a better customer experience.

●Creates and supports an environment which fosters teamwork, cooperation, respect and diversity.

●Maintain an awareness of all product knowledge information.

●Able to respond positively to support change within the department and the company.

●Willing to be flexible regarding job responsibilities and schedule, not limited to but including, overtime and holidays, because of contractual business requirements.

Florida Blue Cross Blue Shield

Customer Service Advocate Sept 2016 - Nov 2018

●Receive inbound calls from Contracted General Agents to set up appointments to discuss Medicare products.

●Process phone enrollments from calls transferred from sales insurance agents.

●Establish rapport with potential customers utilizing excellent customer service skills.

NCB Management Services, Inc. - Jacksonville, FL -

Collector Customer Service Representative May 2015 - Sept 2016

●Responsibilities Brand centric and customer service oriented for Bank of America credit card in-house collections efforts.

●Lower delinquencies and loss reserves. Maximize recoveries after charging off and accelerates cash flow. Specialized collection group that focuses on rehabilitation of delinquent consumers.

Prudential Life

Individual Life Insurance Customer Service Associate June 2015 - April 2016

●Interacts with customers via telephone and e-mail to assist with a variety of customer inquiries and issues.

●Provide information to investors, policy holders, insured and/or financial advisors, field force and home office staff.

●Respond to requests for processing insurance loans as well as death claims, answer product, account, policy, and service inquiries, resolve problems and promote products by responding orally and/or in writing.

Comcast - Jacksonville, FL

Customer Service Sales Representative April 2004 – May 2015

●Awarded with Employee of the Month for commitment to going above and beyond the call of duty on a regular basis. Received multiple reviews acknowledging my level of dedication to excellent customer service.

●Resolved an average of 250 inquiries in any given week, exceeding weekly targets by 25%. Cross sell services on 40% of calls, upgrading customers on cable packages, xfinity home security, call forwarding, caller ID, international calling plans and phone/ internet packages.

●Demonstrates the ability to establish and maintain effective relationships with customers delivering the Comcast Quality Experience.

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