Annette M. Maldonado

**** *. **** ***, *** ***, Phoenix, AZ 85015 602-***-**** ad2sl1@r.postjobfree.com OBJECTIVE:

Twenty-four years’ experience in Customer Service and Communications. Now seeking an opportunity to apply knowledge and skills to new challenges and career progression. Emphasizing in training, leadership, customer service, coaching / development to meet organizational goals, and enhance interpersonal skills. EXPERIENCE:

McKesson Feb. 2020-March 2023

Customer Service Representative

Manage inbound order-taking calls/order entry and perform basic cross-selling duties. Place orders and educate customers of the basic products and services available to them. Work with a sense of urgency and organization to ensure correct order is placed in accordance with distribution center deadlines. Research and process credits to customers for stocked returns, damages and other issues. Follow correct procedures and compliance guidelines, such as hazardous materials, cold chain compliance and pedigree, to determine and document accurate reasons for credits, issue customer credits, and organize the logistics of returned product, effectively communicating with customer and sales throughout the process. Respond to basic customer inquiries regarding products, pricing and basic back-order reports in a timely and professional manner. Provide customers requested documents (MSDS, catalogs, invoices, POD’s) and samples. Managing customer and product data within the system. Communicate with cross- functional departments in order to coordinate customer service. State of Arizona Feb. 2013-August 2019

Program Service Evaluator

Conduct interviews with potential claimants requesting state assistance programs and/or services. Contact employers to request information on wages earned and to improve communication of overpayments between DES and employers. Conduct assigned wage audits to determine accuracy of payments. Review Unemployment Insurance payment history against wages reported by the claimant and/or employer to determine whether proper payment was made. Conduct fact-finding reports when requested by the claimant. Complete daily/weekly/monthly reports as assigned, including workload status reports. CVS/Caremark 2011-2012

Customer Service- Temporary

Perform as a consultative resource to plan participants in need of assistance with their prescription benefit plan demonstrating behaviors that contribute to the department’s achievement of service level goals. Establish a rapport with plan participants to understand their needs, while providing appropriate solutions and efficient customer service. Recognize significant life events, identify plan participants’ needs and advise them on appropriate solutions. It may involve probing and understanding real and perceived underlying needs, identifying relevant choices and moving through decision and action. Works collaboratively with our business partners to provide solutions for customers. Promote a positive team environment, continuously seeking opportunities for developing professional expertise, which support the goals and objectives of CVS/Caremark. Demonstrate strong analytical and problem solving skills and exercise high discretion on sensitive and confidential matters. Cigna HealthCare 2008-2011

Customer Service Associate- Inbound Pharmacy Sales Answer inquiries from providers, policyholders, sales and others regarding Pharmacy Benefits, services and general processing on all related inquiries. Resolve provider complaints, problems and questions directly or through coordination and follow up with CIGNA departments. Educate members and providers on administrative procedures. Accurately, promptly and courteously respond to all inquiries with a professional attitude. Maintain standards of average handle time and quality on a monthly basis. Utilize all resource materials to provide quality responses to customer inquiries. Effectively finalizes and closes open calls in a timely manner. Cox Communications Inc. 1995-2008

Technical Quality Mentor, Inbound Residential Sales Answer incoming calls to provide technical support for voice, data and cable television products. Schedule service calls for customers (i.e. Installs, upgrades, trouble call, disconnect). First to be with the Phone team and trained many others. Mentored Employees from SITEL (Canada) as to phone billing, provide excellent customer service to incoming/outgoing calls, to resolve customer product issues. Meet all handle time, quality assurance, and time management goals. Answer incoming calls to close sales for residential phone service, exceeded all sales quotas/goals weekly. Extremely proficient in using InfoNet that keeps me current with new campaigns, stay abreast of all changes to methods & procedures and strengthens my knowledge and awareness on local and global issues and new processes with new hires as well as senior representatives. Complete understanding of ICOMS/Rumba, allows me the ability to thoroughly evaluate customers needs, potential sales opportunities, in addition to their original request. Collaborate with new hires giving immediate feedback as to monitors, work order accuracy, phone stats, hands on cable hookups, strengthen their abilities to develop their day-to-day skills, (i.e. ICOMS, wrap time, log-on duration) to meet the company standards. Able to multi-task, working the help line as well as perform job functions with little/no supervision, and facilitate meetings. Ensure the highest quality of customer satisfaction. EDUCATION:

Diploma, Maryvale High School, 1979 License Cosmetologist Courses take provided by Cox: Leadership Essentials COMPUTER SKILLS:

Knowledge with Windows OS. Proficient with Microsoft Office products. Knowledge of Internet surfing and browsing. 55 WPM, 13,000 Ten-key strokes per minute.