Customer Service Representative

CARMEN RIVERA

*** **** **

Greensboro NC *****

Phone #: 718-***-****

**********@*****.***

Professional Summary

Responsible and dedicated individual proficient in Human Services field. I am a highly dedicated and resourceful with a stellar record of community involvement. Adept at helping community members find creative and productive solutions for multiple issues. A very Strong multitasker able to handle a number of simultaneous client questions and problems with high accuracy and efficiency. Organized, detail-oriented, and self-starter with an ability to strategize and prioritize effectively. Passionate and motivated with drive for excellence.

Education

York College - City University of New York, Jamaica, N.Y

B.S. in Community Health Education, June 2000

Experience

03/13/2019-Present Pay-O-Matic Check Cashing Corp Customer Service Representative (CSR)

Provide excellent customer service to each one of our customers.

Perform daily transactions with professionalism and in a timely manner to ensure the store needs are met.

Process all Western Union, debit card cash off, bill payments, and check cash transactions accurately in a timely manner.

Manage the needs of multiple customers simultaneously in a fast paced environment.

Perform the opening and closing of the store, which include counting cash draws, preparing safe keeping bags as needed, and perform accurate vault closing as well as other daily tasks as requested.

Process of an average of 100 or more transactions on a daily basis.

Have the ability to work alone and unsupervised for an entire shift.

Sell and promote products and merchandise to customers.

Monitor balance and maintain a cash draw.

Ability to stand for most of the shift if needed.

Keep a neat and clearance appearance of the station and store.

08/2000-05/2017 Eihab Human Services, Inc. – Springfield Gardens, NY

Director of Community Services (08/2014-05/2017)

Recruit, interview, select, train, motivate, and evaluate assigned personnel; provide or coordinate staff training.

Monitor assigned MSCs workload; identify possible opportunities for improvement as well as implement changes.

Coordinate and direct staff meetings; review and evaluate the department paper work and work methods and procedures.

Perform related staff duties if required.

Prepare and submit the department payroll on a biweekly basis.

Quality Assurance Coordinator (10/2013-08/2014)

Perform observations in the IRA setting; creation and submittal of reports describing the findings.

Review of MAR and MSC books.

Responsible for occasionally perform individual staff interviews.

Organize, collect documentation, and prepare for Human Rights Committee meetings.

Medicaid Service Coordinator (08/2000-10/2013)

Carry a caseload of 40 individuals mostly adults with developmental disabilities.

Intake/Assessment: Interviewing of individuals and parties involved.

Arrange person centered meetings and clinical assessments: Coordinating services and conducting Biannual and Annual reviews.

Linkage/ Referral: collecting information of day programs and services to the individual and all parties involved. Making referrals and placement arrangements. Accompany and act as advocate for the individual on medical appointments or any other service.

Monitoring and follow up: Contacting providers to check on status. Interviewing when a provider identifies a problem in individual day program usage. Monitor Medicaid, SSI, and any other benefit and assure that the individuals receive their benefits. Assist on application for benefits such as Food stamps, SSI, and Medicaid if applicable.

Create an ISP and forward copy to the individual’s providers.

Perform face to face meetings at least three times a year or as necessary.

Ensure all necessary paperwork is completed in a timely manner.

Languages

Spanish, level of proficiency: written and conversational

Skills

Good mathematic skills

Active Listening/Active Learning

Coordination/ Organizational skills

Critical Thinking/ Complex Problem Solving

Decision Making

Self – motivated/ Self-Management

Strong work ethic

Proficient in Microsoft Word and Excel

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