Customer Service Representative

Vanessa Irmarosa

Scottsdale, AZ *****

Mobile: 480-***-**** Email: ****************@*****.***

Experience:

**/**/****-*/**/2024

Customer Service Representative Robert Half Agency/ Peckham Phoenix, AZ

Government contractor for Dept of State completing over 11 training modules, Ulyssess customer service training and passing all mid-term testing. examples. All calls are inbounded to customers wanting to make appointments to either renew or apply for a new passport. There is extensive information on who can or cannot get a passport. I also set, cancel, and reschedule appointments for customers at a passport agency. After 47 calls in two days, I passed the customer service exam and became certified.

10/9/2023-11/14/2023

Customer Service Rep Redirect Health Scottsdale, AZ

All calls were outbound to patients, doctors’ offices and Medical imagine facilities. Reviewed claims and assisted patients having questions regarding their bills. Attended meetings every Tuesday to strategize how to bring the number of claims not processed down.

10/31/2022-10/31/2023

Customer Service HMA Tempe, AZ

Handled all incoming calls for healthcare company, assisting doctors’ offices, hospitals, and all.

other medical facilities. Calls ranged from assistance with claims to explaining their benefits and what was covered with their medical plan. Members also called in for assistance with “EOB” and compiling lists of doctors and facilities that were within the network. On occasion I would contact the members and providers with updated information on a claim.

01/25/2021- 10/15/2022

Customer Service Agent/ SME Cognizant Mesa, AZ

Currently working at home as a Subject Matter Expert for Waymo autonomous vehicles. All work is done on a Chromebook. The “driverless cars” cars are in Phoenix, Chandler and San Francisco, California. When the call comes in, a camera populates which shows the inside of the vehicle, the outside and everything around the vehicle. All calls are inbound, but on a rare occasion sometimes I would have to call the rider and or driver. I was also responsible for answering any emails and chats from the riders or the “Autonomous Specialist”. We work on a Knowledge Base Program that has all the information available to assist in determining how to document the call.

4/20/2020 – 1/2/2021

Customer Service Agent Valor Global Contractor / AZ DES Phoenix, AZ

Responsible for assisting claimants with their existing unemployment claims and helping them open new claims. I handled a large volume inbound call; providing solutions to issues that may exist with their unemployment benefits. I also assisted claimants with attaching their ID and sending to Unemployment and COVID 19 Pandemic Unemployment applications.

12/9/2019 - 3/10/2020

Paralegal/Customer Service Lexington Law Firm Phoenix, AZ

Inbound calls from current clients requesting the status and or review of their credit repair. I gave advice as to how to improve their credit. Some clients wanted to know what negative items had been removed from their credit report. I pulled Experian, TransUnion, and Equifax reports for the clients, and informed the clients what would cause a score to go up or down. I answered all the questions that the client would have about credit repair.

11/2015-11/01/2019

Telephone Interviewer West Group Research Phoenix, AZ.

Conduct telephone surveys for major utility companies, both in Arizona and Pennsylvania. Currently working on a Federal Express study. I work, both in the office via phone and out in the field, traveling to many different cities across Arizona. I won employee of the month in 2016 and again in 2018. I am one of the top producers, keeping my production at number four for six months steady.

2/15/2008– 11/15/2013 Digitellum, Inc. Phoenix, AZ.

Project Coordinator

Formatted and designed a troubleshooting log for software testing. Completed a vehicle surveillance tracking software manual. Handled payroll for 1099 contractors. Generated NDA, intellectual property, and confidentiality documents; making sure all potential clients signed the documents. Met with potential clients explaining how to use the tracking software. Worked with programmers to make sure all issues with the software were handled.

Education:

Computer Programming New York University New York, N.Y.

Hotel Resort Management. Apollo College Phoenix, AZ.

Word / Excel / Microsoft Outlook Rio Salado College Tempe, AZ.

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