Customer Service Center Representative

Maida Ramirez Cell: 813-***-****

Tampa, Florida ********@*****.***

Bilingual Customer Service Representative/Member Services SUMMARY OF QUALIFICATIONS

Highly motivated individual with over 10 years of experience in Customer Service in a call center environment. Handling inbound and outbound calls primarily inbound. Excellent communications and interpersonal skills, with an eye for detail; work well independently or in a team environment. Extremely productive in a high volume, high stress environment with exceptional multi-tasking skills utilizing multiple tools at once

(Headset/phone, computer screens and mouse) Computer literate Microsoft Office, Internet and Social Networking. Bilingual in Spanish, speak, read and write fluently. U.S Army Veteran. PROFESSIONAL EXPERIENCE

H. Lee Moffitt Cancer Center May 19, 2014-Present

Service Response Center Representative

The Service Response Center is the 24/7 central hub for system monitoring and customer communication related to the division of Facilities & Support Services, including Facilities, Design & Construction, Environmental Services, Parking & Transportation, Biomed, and Safety & Security. The Service Response Center Representative is responsible for two primary functions:

Answering and processing all requests via phone, radio, or web request.

Monitoring multiple systems including Fire Alarm Panel, Building Automation System, Freezer.

Monitoring, Elevator Monitoring, Tube system, Access Control, Security Video Monitoring, and Patient Room Closures and dispatching appropriate staff.

Monitors radio receiver and telephone; answers and processes routine and emergency calls from department staff; deploys staff as appropriate. Must always give callers accurate information, especially those who cannot reach their intended party.

Obtains and records information as to exact location of situation, uses telephone or radio to transmit information to necessary personnel and maintains radio contact with crews on site.

Receives complaints, exercises judgment in determining proper course of action and monitors maintenance requests for completion

Follows departmental rules and regulations regarding emergency calls and dispatches crews in accordance with pre-determined plans.

Healthcare Support Staffing, Inc., Tampa, FL (temp agency) January 2014-March 2014 Member Services

Interact with customers to provide information in response to inquiries received via telephone from SHP, BH, CHA and SHP-Medicare participating and non-participating providers

Answer inbound calls from participating and nonparticipating providers with questions or concerns.

Verify requests for member benefits and eligibility received from participating and non-participating providers

Educate providers on plan benefits and policies.

Resolve issues that providers have and complete different processes for providers’ inquiries and document all issues that providers arise

Serve as the front line of contact with our providers or their authorized representatives

All calls are documented to assure resolution to member’s questions or concerns as well as track and trend call inquiries vs. complaints

Coordinates, resolves and responds to providers complaints

Follow company policies and procedures

Perform other duties as assigned

Assist participating providers in providing status of credentialing application and contract EDUCATION / TRAINING / PROFESSIONAL DEVELOPMENT

University of Phoenix Online, Tampa, FL Business Administration Cashiers Training Institute, New York, NY Travel Agent Certificate Military Occupational Specialty, Aberdeen Proving Grounds, MD Quarter Master Specialist New York Higher Education Program, New York, NY Graduate Equivalency Diploma

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