Customer Service Administrator
Resume:
OBJECTIVE
To be an astute learner and the best performer in your organization so that I can build an innovative career in your esteemed organization by using my professional skills and other significant talents.
SKILLS PROFILE
Customer Service Professional with more than twenty years’ experience in claims and sales processing and call-center operations.
Office Management/Purchasing Agent Professional with five years’ experience.
Accounts Payable/Accounts Receivable Professional.
Knowledge of processing and verifying health, automobile, personal and home insurance policies, and procedures.
A passion for customer satisfaction.
Excellent written and communication skills.
Result-oriented with a good eye for detail.
Talent for identifying customer needs and presenting appropriate company product and service offerings.
Demonstrate ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.
Expertise in resolving escalated customer service issues.
Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, and Microsoft Outlook®), Sage 100, Sage 300, SAP ERP software, Oracle, and J.B, Hunt 360.
Bilingual. Speak, read, and write Spanish.
EMPLOYMENT HISTORY
Select ACR Inc. Service Side – Dispatcher/Customer Care Specialist
8/17/23 to present
Handle all incoming customer/client calls for service, ensuring excellent customer experience and timely resolution of inquiries.
Dispatch drivers and service technicians effectively to various job sites, ensuring timely arrival and efficient service delivery.
Prepare accurate invoices, pricing details, and confirm job costs of service repairs for each client/customer, maintaining meticulous records.
Set up, schedule, dispatch, and track all service work orders to ensure timely completion and client satisfaction.
Quoting and proposal activities.
Provide timely updates to clients regarding the status of their service requests, ensuring transparency and clear communication throughout the process.
Maintain a comprehensive understanding of our company's services, products, and pricing to provide accurate information and recommendations to clients.
Collaborate with the management team, technicians, and customer service team to identify and implement strategies for enhancing customer satisfaction and improving operational efficiency.
Handle any customer complaints or issues with professionalism and efficiency, ensuring resolutions that align with company policies and customer satisfaction goals.
Assist in the development and implementation of improved customer service procedures and protocols to optimize the overall customer experience.
Adhere to all company policies, procedures, and safety regulations, and always ensure compliance.
Sterigenics, A Soltera Health Company – Customer Service Administrator
4/3/23 to 8/11/23
Communicates directly with customers and performs all responsibilities necessary to ensure customer satisfaction.
Prepares various computer reports for both customers and internal use.
Prepares customer invoices.
Creates purchase orders, obtains signatures, records for payment, and follows up if not paid.
Maintains various logs and reports (i.e., quarterly billings reports), and forwards to Corporate.
Maintains customer records and files.
Coordinates with warehouse to ensure all deliveries and shipments are scheduled in a timely manner.
Matching all paperwork i.e., invoices with warehouse to ensure proper billing.
Huskey Specialty Lubricants – Accounting/Customer Service
5/11/22 to 3/31/23
Accounts payable.
Receive credits from vendors for accounts payable.
Process customer invoices and bill.
Responsible for paying and keeping record of all invoices.
Tracking expenses and processing expense reports.
Preparing and processing electronic transfers and payments.
Preparing and performing check runs.
Monitoring accounts to ensure payments are up to date.
Researching and resolving invoice discrepancies and issues.
Maintaining vendor files.
Corresponding with vendors and responding to inquiries.
Assist with month end closing.
Accounts receivable.
Recording payments, filing out deposit slips and maintaining up-to-date billing system.
Generating and sending out invoices.
Following up on, collect and allocate payments.
Conduct billing, collection, and report activities according to specific deadlines.
Performing account reconciliations.
Customer service duties include processing orders via telephone, email, and purchase orders.
BJB Enterprises, Inc. – Office Manager/Customer Service/Purchasing Representative
12/15/14 – 4/29/22
Oversaw the daily operations of the front office.
Administrative Assistant to the Company President/Owner.
Responsible for managing and updating the entire e-Commerce presence of the company website with Developer and IT Department.
Inputting all e-Commerce orders using Magento/SAGE 100 system.
Monitoring office supplies and ordering new stationary, toner/cartridges, furniture, appliances, and electronics as required.
Evaluates vendors based on price, reliability, capability, and previous transaction history.
Works with vendors to negotiate volume and cash transaction discounts, and other available discounts. Also bill customers.
Ensures that purchasing documents are complete and accurate and include appropriate and reasonable terms and conditions.
Maintains pricing histories and other vendor records.
Creating an office budget and ensuring all employees follow it.
Responding to daily emails or phone messages from customers, employees, or upper-management personnel.
Resolving customer service questions, i.e., pricing and availability.
Answering and transferring calls, paging technicians, customer service representatives and employees.
Processing and mailing all product samples as requested by the Technical Department and/or customers.
Maintaining and assembling cured sample chains.
Maintaining product data sheet and MSDS sheet board.
Responsible for sending all office mail and sample orders using meter machine.
Creating files and filing all daily office orders.
Maintaining copy and fax machines.
Miscellaneous office duties as requested by upper-management personnel.
CalOptima - Customer Service/Benefits Coordinator
7/9/2012 – 12/12/2014
Heavy call center assisting patients in choosing medical health benefits.
Calling providers when patients have questions regarding health coverage.
Processing, updating, and renewing medical benefits at patient request.
Verifying medical insurance coverage for existing and new patients.
Assisting patient when
Mailing information to patients regarding medical benefits.
Processing and mailing medical cards as requested by patients.
VQ OrthoCare - Patient Care Coordinator I - Supply Sales 7/6/12 – 7/3/14
•Initiating and regenerating supply orders from patients with purchased durable medical equipment via phone and/or website.
•Communicate, execute, and manage e-marketing plans in cooperation with other team members.
•Managing inventory and learning new product details.
•Processing orders as needed for supplies for continued use of the device via phone and/or website.
•Ensure all orders are properly documented and released for pick-up.
•Crediting accounts regarding returns via phone and/or website.
•Processing credit cards and checks on cash paying accounts via phone and/or website.
•Responding and processing online supply orders.
•Processing and mailing invoices for all purchases via phone and/or website.
•High volume of inbound and outbound calls.
•Daily inventory updates regarding new and ongoing products from distribution and onsite location.
•Updating catalog and webpage with new product and/or removing old product.
•Setting up auto ship accounts for workers’ compensation accounts when patient request services via phone and/or website.
•Increasing supplies as requested by patient via phone and/or website.
•Processing incoming and outgoing mail including status reports, purchase letters and ongoing supply letters.
•Resolving incoming calls regarding patient concerns and issues including but not limited to troubleshooting equipment complications.
•Initiating pick up and scheduling delivery of durable medical equipment.
•Verifying insurance coverage and obtaining authorization and status on new and existing accounts.
•Responding to incoming emails from outside sales representative and technicians regarding issues with durable equipment including but not limited to troubleshooting, new orders, scheduling appointments, replacements, and supplies.
•Training on new product as deemed necessary.
•Month end reporting on total revenue and increasing sales.
•Assisting management in setting up daily, weekly, and monthly meetings, copying, scanning, and faxing.
•Assisting customer service representatives with daily orders, payments and creating kits.
•Creating spreadsheets and calendars for management and customer service representatives.
PROFESSIONAL REFERENCES
Troy Peterson, Sales/Marketing Manager
BJB Enterprises, Inc.
14791 Franklin Ave.
Tustin, CA 92780
ad2xcm@r.postjobfree.com
Imogean Gonzalez, Customer Service Representative
BJB Enterprises, Inc.
14791 Franklin Ave.
Tustin, CA 92780
ad2xcm@r.postjobfree.com
Mauricio Flores, Customer Service Manager
CalOptima
505 City Park West
Orange, CA 92868
ad2xcm@r.postjobfree.com
Barbara Martinez, Financial Counselor
Loma Linda Behavioral Medicine
1710 Barton Road
Redlands, CA 92373
Ola Sanchez, Manager of Human Performance
Blue Sky
410 Exchange, Suite 250
Irvine, CA 92602
ad2xcm@r.postjobfree.com
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