FELICIA

RODRIGUEZ

ad3c9d@r.postjobfree.com

559-***-****

Fresno, CA 93706

SKILLS

● Capable of learning new concepts,

systems, and processes quickly

● Able to work effectively in a fast-paced

and ever changing environment

● Able to efficiently navigate multiple

software applications and monitors as

needed

● Knowledgeable in medical terminology

● Knowledgeable on handling and

securing confidential information when

required

● Proficient in verbal and written

communication and able to actively

listen

● Exceptional rapport building and

empathy exhibiting skills

● A knack for de-escalating different

magnitudes of customer complaints

● Proficient in Microsoft Office programs

such as Outlook, Word and Excel

● Knowledgeable in inbound and

outbound call center key practices

● Thorough call documenting and

reporting

● Proficient in time management and

organization

EDUCATION

Fresno Institute of Technology

Clovis, CA

Certificate of Completion: Pharmacy

Technology

● Dean's List

● 4.0 GPA

PROFESSIONAL SUMMARY

Driven Customer Support Professional committed to providing a high quality customer experience and timely issue resolution. A Proficient communicator and detail-oriented with 15+ years of experience addressing customer requests and concerns. Accustomed to working in very stressful,high call volume environments while simultaneously utilizing multiple computer applications at once. Consistently providing complete information as well as relevant options to successfully provide the most exceptional customer experience possible.

WORK EXPERIENCE

Private Caregiving Business - Appointment Setter/Office Assistant 06/2019 - 12/2023

● Keeps inventory of office supplies and orders new items as necessary

● Serves as the eyes and ears of the office, providing information, answering questions, and responding to requests

● Ability to multitask, manage complex schedules, and meet changing deadlines

● Takes calls and delivers messages to management

● Process cash, check or digital payments

● Keeps record of any services rendered along with any charges associated

● Prepare and process invoices as well as keep record of these processes

● Uses basic office equipment such as fax machines, copy machines and scanners

● Set up appointments for field reps

● Calls potential customers and present Medicare plan options that may fit their specific needs

● Schedules sales appointments with prospective customers

● Transfers data from paper formats into computer files or database systems using keyboards, data recorders or optical scanners

● Enters customer and account data from source documents within time limits

● Compiles, verify accuracy of and sort information to prepare source data for computer entry

● Reviews data for deficiencies or errors, correct any incompatibilities and check output

● Ensures accurate use of computer programs for appointment setting

● Documented all inbound and outbound calls, capturing relevant details and ensuring accuracy resulting in improved communication flow and minimized errors in message routing, contributing to increased customer satisfaction.

Cesar Chavez Community Center

Fresno, CA

GED

Internal Revenue Service - Contact Representative

09/2015 - 03/2019

● Took inbound calls from individuals and businesses and provided administrative and technical assistance

● Listened to taxpayer questions in order to understand their situation, and then examined current tax regulations to provide answers

● Protected taxpayers sensitive personal and financial information

● Interpreted and applied applicable portions of basic tax law and regulations, and basic collection techniques and enforcement actions, in order to advise, inform, assess and collect taxes, and associated liabilities

● Used good judgment to resolve complex situations such as taxpayer disputes about money owed to the IRS

● Researched for and analyzed all available information applicable to specific and well-defined collection issues and took corrective actions needed to close accounts as well as explained actions that were taken to the taxpayer

● Advised taxpayers of the enforcement actions that may be taken if they failed to meet commitments to file return and/or pay tax liabilities, and encouraged voluntary compliance with tax laws

● Provided explanations to specific inquiries initiated by individuals, generated by notices, or internally generated assignments. Internal Revenue Service - Tax Examiner

03/2010 - 09/2015

● Reviewed tax returns for accuracy and completeness

● Reviewed and coded tax returns for computer processing

● Resolved errors and corresponded with taxpayers to obtain any missing information

● Corresponded with taxpayers via email, fax and postal mail in regard to any mistakes made on tax returns

● Utilized a letter coding system to clearly and concisely communicate results from the complete document review such as all actions taken on behalf of the department as well as any and all corrective action which may be required by the taxpayer before return is completely settled

● Performed tax calculations while considering other varying factors related to the taxpayer, such as allowable deductions and annual gross income

● Maintained knowledge of tax law and tax code changes. Next Level Solutions, Inc - Telemarketer

09/2004 - 02/2010

● Performed 400-800 outbound calls per day using auto-dialer software

● Obtained, verified, and entered customer information in the company database

● Utilized system tools and resources to respond to customer inquiries

● Offered resolutions for customer issues

● Provided detailed equipment setup support to customers via telephone

● Presented customers with information regarding payment and delivery procedures

● Performed follow-up calls with customers

● Periodically worked from home, as needed, for extended periods at company's request.

True Source Marketing, Inc - Telemarketer

12/2002 - 08/2004

● Updated customer information database

● Used proprietary company owned software

● Communicated with customers via email (Microsoft Outlook)

● Recorded all leads from outbound telephone marketing

● Maintained friendly and professional customer interactions at all times

● Set appointments statewide for insurance agents.

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