Customer Service Call Center

ROSIE PEREZ

**** * ******* **. 915-***-****

El Paso, TX 79902 *********@*****.***

CAREER SUMMARY

I am a hardworking, loyal, dedicated, reliable, exceptionally organized individual that possess a solid background in manufacturing and Call Center Customer Service and Training environments,cultivating strong skill sets in Newly Hired and current advocate retention and throughput.

My experience includes extensive knowledge and Call Center Customer Service Agent, work from home Agent promoted to Trainer and Capable of instructing students in a supportive manner that addresses multiple learning styles.

Strong classroom management skills and work collaboratively with coworkers, supervisory and leadership roles.

I am seeking employment in a teaching or educational environment that will allow me to utilize my personable, upbeat, knowledge and teaching techniques and personality to educate my students and to provide a safe and spectacular educational experience.

My experience also includes IT related functions such as SAP, Oracle, Genesis, AWS use and Implementations, development and enhancements of collaboration portals, and application enhancements.

I was recognized throughout the organization/s for my exemplary customer service skills which contributed to the success of the business by going above and beyond the call of duty to service our customers.

Accomplishments

Maintain high level of DPH and time in que, explanation of services, conflict resolution, and attaining exemplary customer satisfaction.

Successfully Manage and Train Healthcare Requirements for Aetna and Prime Therapeutics and Humana Healthcare.

Maintain Throughput levels at goal of 75% or higher

Genesys Softphone SuperUser.

•Accomplish departmental processes, procedures, forms, and flowcharts to maintain solid and safe workflow.

•Successfully graduate learners in the training environment.

•Accomplished and maintain customer service goals at or above 98%.

•Expanded new market share through special projects.

•Promoted to higher level positions within the organization Leadership, Supervisory and MRP/Purchasing Manager.

SKILLS

•Business Process Improvement

•Oracle, SAP Applications implementation, EAM (Enterprise Asset Management)

•CAMS (Computer Applications Management System), Legacy, AWS (Amazon Work Space), Genesis phone systems, Avaya Phone systems.

•Conflict Management, Leadership, Organizational, Team Building, Professional written and verbal communication, delegation, Decision Making, Dynamic, Adaptability to change, able to work under pressure and meet deadlines, Accountability, Problem Solving, Continuous Learning and personal development.

•Fluent in Microsoft applications, Google business software, google chat,

•Fluent in Genesys, AWS, Avaya, and call center phone system

•Classroom Management

EDUCATION

Bachelor’s Degree in Business Administration Specializing in Operations Management

December 2015 American Intercontinental University-- GPA: 3.25

Achieved the Dean’s List Award for the 2nd and 3rd quarter of 2015

Associates Degree in Business Administration

April 2004 American Intercontinental University--GPA: 3.21

Certified Trainer

Experience

Healthcare Trainer-Learning and Development

May 2022-Current

Active in the selection process of interviewing and hiring process of New Hire Advocates for potential employment.

Create Excel tool to track agenda, attendance, links and contacts, Recognition Rewards, Cured hours, Agent Credentials, behavior charts, and other pertinent data needed for successful tracking of training classes.

Manage and maintain advocate expectations of the classroom and production environment.

Manage and maintain attendance and lost time, cured times and behavioral issues when applicable.

Managed and maintained IT systems needed to perform job specific tasks.

Manage and maintain payroll for New Hires in each LOB.

Created Training Materials (Power Point) to efficiently Train New HIres Agents.

Followed Agendas to completion for the Client Training Skills sets needed to perform job specific tasks.

Trained New HIre Agents on HIPPA laws and PHI EPHI compliance.

Provided coaching sessions one on one to report progress and development for each agent.

Report to Leadership on a daily basis progress of class attendance, learning progress of trainees and other issues that would hinder or progress the learning experience of the New Hire advocates

Trained New Hire Agents on proper use of phone systems and documentation platforms.

Inbound Call Center Agent for Humana Medicare members, and Prescription Drugs.

Verified and explained member benefits, Healthy Food and OTC benefits, Durable Medical Equipment benefits, Hospital benefits, Transportation Benefits, Medical Procedural benefits, reviewed claims details and provided accurate explanation of paid, denied, or pended claims, created orders for OTC drugs and prescription drug refills.

Collaborate with team members and Team Leads to accurately provide direction to our member inquiries, when uncertain of process or procedure.

Assisted Team members seeking assistance to member inquiries.

Utilize all resources available to accurately provide resolutions to member inquiries or concerns.

Teleservices Customer Service -Call Center Environment

Jan. 2021 -May. 2022

3rd Party Outbound service representative for a prominent mortgage company.

Contacted consumers advising them of refinance or opportunities for their home loans.

Accomplished consistent top 3 DPH for daily outbound calls along with maintaining extensive time on calls, resulting high interest from the customers to refinance their current loans.

Analyze problems and provide correct information or solutions.

Deal tactfully and empathetically with customers and establish and maintain effective working relationships.

Multi-task placing close attention to detail and read, comprehend, and utilize processes and procedures.

Provide outstanding interaction and support for the Virginia Department of Health, to register residents for Covid 19 vaccinations, update registrations, schedule appointments and provide knowledgeable updates and guidance according to the CDC and Virginia State laws and regulations, for the COVID-19 vaccination.

Utilize data base from Virginia State Guidelines and adherence recommendations to inform Virginia Residents.

Participate in Team engagement efforts to support Teleservice Teams to productive and positive, empathetic, environments.

Communicate with Systems IT to manage consistent database and productive system utilization.

Provide quality service and information regarding various available products to inbound callers. Answer incoming telephone calls, and occasionally work with difficult or abusive customers and maintain a strict level of professionalism.

Provide call completion and solutions for the caller.

Deal with all customer calls despite the degree of difficulty in a courteous and business professional manner.

Provide excellent quality customer service and do everything possible to resolve customer concerns, questions, and desires.

Define problems, research, and establish facts and draw a valid conclusion in a fast-paced environment based on limited information.

Maintain high level of confidentiality in dealing with customer information.

Customer Service Representative-Manufacturing Environment

June 2020- Jan. 2021

Analyze customer releases and develop and coordinate production schedules to meet customer demand.

Cultivate and Maintain excellent supplier relationships.

Develop and coordinate shipping schedule to meet customer delivery dates.

Maintain BOM’s and item master.

Communicate with customers, departmental and corporate personnel on delays, non-conformance materials, incoming and outgoing material deliveries, Engineering change notices, etc. in timely and accurate manner.

Develop a positive and cooperative relationship with customers.

Coordinate the ordering and delivery of material from suppliers.

Data input, clerical and administrative activities as required by the position

Computer literate in an MRP/JIT environment, knowledge of spread sheets, experience with system 36 an asset.

Excellent communication and organizational skills.

Manage Supplier releases and on time deliveries.

Procurement Manufacturing Environment

Jan. 2019-Jan. 2021

Work with overseas Supplier in Shanghai China and domestic suppliers to procure parts, Finished Goods, and Raw Material and WIP Inventory.

Setting stocking and replenishment strategies for sensors, packaging, cases, foam, shipping boxes, etc. in to achieve corporate goals.

Responsible for the Finished Goods Plan for parts and processes.

Review, Sets and maintain stocking and Replenishment Strategies Push vs Pull to support Maximum Service with Minimum Inventories to meet corporate goals.

Cooperate and share with engineering, sales, planning and escalate relevant information according to Demand Supply planning tools that supports organizational goals.

Participate in daily standing meetings to provide material updates, communicate part delays, nonconformance and execution of critical parts and finished goods.

Closely communicate with shipping department the priorities for daily shipments, prepare Sales Order materials needing to ship to customers.

Coordinate with suppliers on drop shipment requests and assure proper transactions are performed to keep the integrity of inventory, accounting strategies and assure prompt payments are made to our suppliers to avoid payment, parts delays and credit holds.

Reconcile invoices by reviewing all transactions, are properly accounted for and prompt payments to suppliers.

Purchasing functions related to the acquisition of materials, supplies, equipment, and services for the HVAC business Unit.

Review submitted purchase requisitions to maintain a uniform procurement and acquisition according to set processes and procedures.

Analyze the Purchase requisitions to select the most appropriate suppliers, costs and deliveries.

Negotiate pricing, freight charges and product selection with suppliers to acquire the best materials for the best interest of the organization.

Reconcile invoices to receipts to assure prompt payments to suppliers, resolve receiving, quality, quantity and part discrepancies and returns to assure prompt movement of materials needed for repairs and services for our customers.

Proposed a cost savings enhancement of the current operational processes to reduce manual transactions, introduce a paperless method of maintaining records and utilization of the EAM applications. Approx. cost savings of 60,000

(SCM-Procurement) Resource Analyst

Sept.2012-October 2018

Implement Successful SAP Applications and Enhancements to Offload/Procurement teams.

Train end users on new applications and Improvements to SAP Applications replacing manual data input to SAP in Purchase Requisition (PR) modules and create automatic interface between SAP and CAMS (Production Control System) to systemically release PR to a generated Report to automatically create PO.

Participate in weekly, monthly, quarterly SIOP leadership and team meetings communicating upcoming forecasts, plant capacity, current and optimum inventory levels, lead times, ROI, and critical parts/finished goods, according to set Annual Operating Plans, Organizational Goals, and values.

Review, Manage and Maintain Optimum levels of parts/stock needed to supply internal and external customers utilizing various MRP/MPS, Open Order Reports, internal requirements data to execute efficient schedules.

Manage flow of materials through constant communication with suppliers, production, warehouse and quality personnel on parts, documents, discrepancies which will cause delay to our customers, this communication included interaction with Process Engineers, Quality, ECO changes to resolve issues and to maintain Inventory Integrity and inventory obsolescence (i.e. reconcile invoices and parts receipts, trouble shoot discrepancies), work with AP to assure prompt payment to eliminate potential delay of material.

Manage Bell owned tools to and from suppliers, calibration, and repair.

Ensuring the material needs are met by participating in SQA team walks and evaluation supplier visits to review supplier capabilities, such as capacity, quality processes and procedures and quality resolution, cost negotiations, Inventory Assurance Program contracts, shipping methods etc.

Create purchase requisitions/PO for BOM/MRO requirements review invoices for accuracy to expedite payment to suppliers and work in collaboration with multiple departments, build teams and partnerships with domestic and international suppliers and customers, negotiate with suppliers on price, mode of transportation, and validate functioning equipment, capacity, and materials required to maintain suitable inventory and on time deliveries to meet our customer demand.

Coordinate, prepare and expedite shipping documents and material by organizing the mode of transportation methods for shipments to and from suppliers/customers to assure on time deliveries.

Troubleshoot incoming material receipts and resolve errors to assure proper posting of materials and material movements.

Simplify communication and data transfer between Bellflight, suppliers and customers by creating collaborative portals.

Interpret, navigate, manage, and maintain daily QDA (Quality Data Application) on bonded materials.

Manage, create, publish, maintain, and execute departmental processes, Work Aids, flowcharts, procedures, and forms.

Contact this candidate