G E R A L Y N N J

A L A R C O N

505-***-****

ad4ben@r.postjobfree.com

**** ********** ****, *** ****,

Albuquerque, NM 87109

PROFESSIONAL SUMMARY

Energetic customer service professional eager to deliver a positive and memorable experience to every consumer. Consistently exceed expectations with strong time management and talent with multitasking. Quick learner and hard worker with natural interpersonal skills.

SKILLS

Customer Service Interpersonal Communication Skills Adaptability Complex Problem-Solving

Active Listening Work well under pressure

Education and training Troubleshooting

Time Management Telecommunications

Multi-tasking

EXPERIENCE

Customer Experience Professional, Lowe's, Nov 2021 Current, Albuquerque, NM Engage with customers to understand needs, resolve issues, and answer product questions.

Process orders and coordinate delivery schedules to meet customer needs. Create quotes/estimates for contractors and DIY customers. Determine part numbers for replacement parts of major appliances. Create return labels and schedule pick up for return through FedEx and other carriers. Refer customers to appropriate departments or personnel to swiftly resolve issues. Meet and exceed daily, monthly, and quality service quality and performance goals. Serve as friendly first point of contact for customer inquiries. Document detailed notes in the CRM system (Salesforce) to track customer interactions.

Follow processes in Salesforce Knowledge to maintain good call control and provide customers with resolutions.

Step-up Leader, Lowe's, Aug 2022 Current, Albuquerque, NM Observe team performance to provide feedback to management for discipline and performance evaluations.

Gave technical guidance and interpret policies and procedures to assist employees in performing functional tasks.

Monitor performance metrics focused on driving results of key business areas. GA

Monitor internal systems and processes to quickly identify and address issues. Offer escalation support, de-escalation assistance, and resolution of customer issues according to Lowe's policy.

Remain calm, composed, and polite to de-escalate aggressive customer behavior while covering the escalation line for Assistant Managers. Made informed decisions under stressful circumstances. Guide and provide support to several teams to locate correct processes. Provide de-escalation verbiage to associates on calls with irate customers. Conduct coaching sessions with associates and report feedback to Assistant managers and Operations Managers.

Marketplace Member Services Representative, Molina Healthcare Inc., Dec 2020 Oct 2021, Albuquerque, NM

Complied with all HIPAA regulations and organizational standards of patient confidentiality.

Answered department telephone calls and politely provided information and assistance.

Assisted patients with insurance verification, explaining coverage details and financial responsibility.

Obtained and entered demographic, clinical, and financial data into the computer system.

Provided patients with the required paperwork and verified information for records. Made informed decisions under stressful circumstances. Processed member appeals for denied claims and denied prior authorizations for services and provided the reason for denials.

Provided information for submitting claims.

Assisted providers with verifying members' coverage was active, and provided copay amounts for services.

Informed providers with claim status', claim paid date, amount paid, and check number.

Credit Card Specialist, Alorica/USAA, Aug 2019 Apr 2020, Albuquerque, NM Reported credit cards as lost/stolen and sent out new cards to members. Reported unauthorized/fraudulent transactions to fraud analysts, and submitted work items to analysts when a member has reported a valid charge as fraud by mistake. Processed requests for credit limit increases.

Discussed promotions that members had activated on their accounts. Added and removed authorized users from accounts.

Verified contact and billing information for members was up to date. Closed accounts upon customers' requests.

Provided members with reasons as to why transactions were declined. Submitted pre-authorizations for transactions that were of high amounts. Remained compliant with federal regulations and stated all required disclaimers to members.

Technical Support Representative, Sento/DirecTV, Dec 2005 May 2006, Albuquerque, NM

Dec 2023

Guided users through detailed hardware installations and technical fixes. Gathered information from multiple sources to make technical decisions or suggestions.

Escalated advanced customer issues to next-level support or managers to facilitate resolution.

Scheduled service calls for customers who needed assistance with aligning their satellite dishes.

Instructed customers on how to organize cables to prevent tangling and prevent confusion for technicians.

Instructed customers to connect satellite dishes to receivers and receivers to their televisions.

Assisted customers with programming remote controls to their receivers and televisions by model.

Instructed customers on how to align satellite dishes on their roofs, only when they were comfortable to do so.

EDUCATION

Certificate, Frontline Leadership Management

University of Denver Virtual, CO

GPA 4.00

Psychology

Central New Mexico Community College Albuquerque, NM Minor in Sociology.

REFERENCES

Rob Varnadore

Phone: 575-***-****

Email: ad4ben@r.postjobfree.com

Esperanza Jaramillo

Phone: 505-***-****

Email: ad4ben@r.postjobfree.com

Jeanne McLeod

Phone: 505-***-****

LANGUAGES

English, Native

Spanish, Intermediate

Studied Spanish at Central New Mexico Community College

Contact this candidate