Customer Service Team Members

Stephanie Rodriguez

Valrico, FL *****

ad5qvq@r.postjobfree.com

+1-813-***-****

Work Experience

Tax Professional

Turbo Tax - Remote fl

August 2023 to Present

• Assisted clients with tax preparation using TurboTax software, ensuring accuracy and compliance with tax laws.

• Provided personalized guidance and recommendations to clients based on their individual financial situations.

• Resolved client inquiries and concerns in a timely and professional manner, fostering positive relationships and customer satisfaction.

• Collaborated with team members to streamline processes and improve efficiency in tax preparation services.

• Stayed updated on changes to tax laws and regulations to ensure accurate and up-to-date assistance for client's

• Prepared and reviewed individual and business tax returns, identifying opportunities for deductions and credits.

• Conducted tax research and analysis to resolve complex tax issues and provide strategic tax planning advice to clients.

• Assisted in IRS audits and correspondence, ensuring compliance with tax regulations and resolving any discrepancies.

• Supported senior tax professionals in various tax-related projects and initiatives, gaining valuable experience in tax accounting practices.

Skills:

• Proficient in TurboTax software and other tax preparation tools

• Strong understanding of tax laws and regulations

• Excellent communication and interpersonal skills

• Detail-oriented with a focus on accuracy and efficiency

• Ability to work effectively in a fast-paced environment and meet deadlines Certifications:

• Certified Public Accountant (CPA)

• TurboTax Certified Expert

Healthcare Customer Care Supervisor

Anthem Blue Cross BlueShield - Valrico, FL

February 2020 to October 2023

• Managed customer inquiries via chat and email, consistently exceeding performance targets by 20%.

• Resolved product-related issues, demonstrating strong problem-solving skills and a commitment to customer satisfaction.

• Conducted training sessions for new team members, contributing to the onboarding process and team cohesion.

• Utilized CRM software to document and track customer interactions, ensuring accurate and efficient case resolution.

• Successfully handled remote customer service, excelling in support provision.

• Managed high-volume inbound customer calls, outbound calls to patients, referrals, and sales.

• Utilized extensive product knowledge to troubleshoot and resolve patient issues.

• Communicated effectively with patients, teammates, healthcare professionals, and sales teams.

• Consistently met and exceeded Key Performance Indicators (KPIs).

• Assisted clinics, doctors, attorneys, insurance companies, and patients with general inquiries.

• Responded to voice mail and email promptly, routed calls to appropriate resources.

• Research and explanation of benefits (EOBs) and/or denials for patient assistance. Technical Support Engineer

CGS Administrators - RemoteTampa, FL

January 2017 to June 2020

• Engaged with customers through live chat, providing real-time assistance and information.

• Resolved technical issues and inquiries, consistently meeting or exceeding established response time goals.

• Demonstrated strong written communication skills and the ability to convey complex information clearly.

• Collaborated with cross-functional teams to improve chat processes and enhance overall customer support efficiency.

• Demonstrated over 7 years of proficiency in remote customer service and data entry.

• Installed, modified, and repaired computer hardware and software systems.

• Resolved technical tickets, troubleshooting staff-generated requests and process issues.

• Maintained system functionality through rigorous testing of computer components.

• Designed and implemented networks, consulted with users on hardware/software needs.

• Maximized computer systems capabilities by studying technical applications.

• Evaluated vendor-supplied software, installed necessary applications for workflow.

• Conducted training for users through various tutorial channels.

• Documented hardware and software updates, ensuring system capability and performance tuning.

• Kept updated on technical advancements through educational workshops. Health Customer Service Representative

Dr.Hank - Plant City, FL

October 2014 to January 2017

• Responded to customer inquiries via live chat, maintaining a high level of professionalism and service quality.

• Resolved technical issues and provided product information, consistently meeting or exceeding response time targets.

• Collaborated with cross-functional teams to optimize chat processes, improving overall efficiency.

• Utilized CRM software to document and track customer interactions for future reference.

• Managed weekly call volume of up to 300 customers.

• Operated live chat, resolving payment and order disputes, confirming payments.

• Responded to inquiries from clinics, doctors, attorneys, insurance companies, and patients.

• Owned billing and medical questions of 1K patients weekly, adhering to confidentiality agreements and company policies.

• Successfully resolved 80% of customer issues by logging billing discrepancies and ensuring timely claims processing.

Westbrook’s Manor - Zephyrhills, FL

April 2009 to August 2014

•Facilitated clients with daily activities, reported queries to supervisors, and provided transportation.

•Provided a comforting environment for patients with dementia, Alzheimer’s, and paralysis.

•Monitored clients’ nutritional requirements, performed light housework duties.

• Assisted with activities of daily living, including serving meals, feeding patients, ambulating, turning, and positioning patients; provided fresh water and nourishment between meals.

• Administered adjunct care such as enemas, douches, non-sterile dressings, surgical preps, ice packs, heat treatments, sitz and therapeutic baths, applied restraints when necessary.

• Maintained patient stability by checking vital signs and weight; conducted urine tests and recorded intake and output information.

• Ensured patient comfort by utilizing available resources and materials, transporting patients, responding to call lights and requests, and reporting patient observations to the nursing supervisor.

• Documented actions thoroughly by completing forms, reports, logs, and records.

• Upheld work operations in accordance with established policies and procedures. Authorized to work in the US for any employer.

Skills

• Customer Service (6 years)

• Communications (5 years)

• Bilingual (10+ years)

• Hospitality (2 years)

• Training (3 years)

• Scheduling (7 years)

• Operations (8 years)

• Payroll (3 years)

• Inventory (3 years)

• Inventory Management (3 years)

• Microsoft Word

• Team Building

• Word (8 years)

• Alzheimer ’s Care

• Dementia Care

• Caregiving

• Senior Care

• Live Chat

• Food Production

• Nursing

• Food Preparation

• Laundry

• Hospice Care

• Personal Assistant Experience

• Cleaning Experience

• Memory Care

• Scripting

• Java

• Microsoft SQL Server

• SQL

• MySQL

• Git

• JavaScript

• Linux

• IT Support

• Spanish

• Fluent

• ICD-10

• Medical terminology

• Typing

• Vital signs

• Live chat

• Customer service

• Technical support

• Telemarketing

• CRM software

• T-SQL

• Pricing

• IT support

• Analysis skills

• Software troubleshooting

• Training & development

• Windows

• Inside sales

• JavaScript

• Telecommunication

• IT

• ServiceNow

• Data entry

• Salesforce

• Logistics

• SaaS

• Order entry

• Mac OS

• VoIP

• DNS

• TCP

• LAN

• Negotiation

• Project management

• Information security

• Military

• Communication skills

• Sales

• iOS

• Computer literacy

• Time management

• Organizational skills

• Computer skills

• Tax experience

Certifications and Licenses

Driver's License

CPA

Enrolled Agent

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