Customer Service Representative
Resume:
FELICITA CARINO
***************@****.***
Tobyhanna, PA 18466
EDUCATION
Dickinson High School
New Jersey: Diploma
Wm. Paterson University of NJ
NJ • 06/2019
Certificate: Computer Science -
CompTIA A+ And Security A+
Executive Secretarial School
NJ: Certificate
HHA NJ: Certificate
PROFESSIONAL SUMMARY
Well-qualified Customer Service Representative with proven success in improving operations and solving problems. Highly proficient in maintaining lasting relationships with carrier companies to further company goals. Ready to leverage training and experience to take on either the same and/or new professional challenges. Work History
US Bank • 24/7 Online Banking customer service
REMOTE • 09/2023 - Current
• 24/7 Online Banking approximately 150 incoming calls daily
• Fully verify callers
• Assist with various account types regarding details, bank levys, etc.
• Provided technical help on online and phone app. Including Digital support
• Updated profiles, account types, etc.
• Aligned articles with requests
• Close accounts
• Verified dormant, etc. accounts
Sales:
Insurance Producer & Credentialling
REMOTE • 03/2021 – 03/2024
• Incoming calls for ACA/marketplace aka Obama/Trump care
• Medicare UHC sales – incoming calls
• Maintained high standards of customer service by building relationships with clients.
• Handled renewals.
• Group insurance: Life, Health Dental & Vision.
Independent with Delta Dental - individuals and assist dentist signups;
• Medicare to 65+; B2B employer benefits and annuities, etc. I’m licensed in 23 states.
• Credentialing and other software/services to hospitals and other facilities as an independent agent for QPI which offers healthcare compliance administration for payer requirements, and manages Human resources,
including licensing; Administration, Risk management, and Patient outcomes. They manage various niches
including behavioral services - and facility types. Contracted - Contact Tracer – NYC Health + Hospitals NY, PA • 03/2020 - 03/2021
• Maintained customer satisfaction with forward-
thinking strategies focused on addressing customer needs and resolving concerns as a bi-lingual Contact Tracer.
• Answered customer telephone calls promptly to avoid on-hold wait times. Updated system for each person.
• Maintained and updated Salesforce data.
• Interviewed approximately 3-4 Families daily
• Offered hospital protocol advice and assistance. Served as emotional reinforcement to customers.
• Provided service location information.
• Made and/or assisted in hotel reservations.
• Soft transferred callers to food delivery outreaches.
• Assisted the Latino community as a Bilingual Spanish CSR
• Use of Salesforce
• Phone system: Twilio
Legal:
Contractor - Legal Assistant
NY, NJ • 03/2011 - 06/2013
• Executive Attorney Partners, Associates and Paralegals: in Bankruptcy, Litigation,
• Handled office scheduling and made notes for
deadlines, motions and other important dates.
• Morrison & Foerster LLP: M&A, Billing, Document
creation/editing.
• Scheduled appointments, court appearances and
depositions for busy law firm.
• Worked alongside attorneys, administrative assistants and fellow legal assistants on complex cases and legal processes.
• M&A, Labor, Corporate, Real Estate
• Managed accounts and client records of clients,
observing confidentiality and extreme discretion.
• Secretarial duties including TOA, TOC, Prebills; Intapp
(time entries including task codes); documents; Elite
(billing) time revisions moving matters, tasks, no bills/print, working close with biller and finalizing bills
• Simpson Thacher & Bartlett LLP: Secretarial duties including TOC, Innova Numbering within Litigation
department.
• Court prep work, redacting, pleadings
• Avaya phone system
• Wachtell, Lipton, Rosen, and Katz: Secretarial duties including time entries using 3E Time Capture &
accounting, Amex expensing, PS Ship, Litera redline, legal agreements, use of Innova Numbering on court documents, etc.
• Fried, Frank, Harris, Shriver & Jacobson: Secretarial duties including court documents; use of Nuance using PDFa and other tools, LexisNexis case pulls, TOA,
handle or delegate production jobs; letters,
spreadsheets, exhibit production - lots of secretarial, word processing and paralegal work; expensing; time entries
• NFL & NBA Secretarial duties including handling travel expenses, calendars, ground, and air travel
reservations, phones, conference, reorganized,
warehoused, and created filing system
• Lichter Friedman Offender PC: EIN creation,
preparation of and filing of Closing documents
• Filed court documents and legal pleadings with court clerk on behalf of attorneys.
Additional Information
• Willing to work in any familiar field
• Willing to relocate: Warm State, Authorized to work in the US for any employer.
• A passion for the elderly. During my downtime look to utilize my HHA, First Aid and HIPPA certifications
• For CSR Purposes only: Life & Health licensed & Certified to sell in Employer, Annuities, LTC, Life, Independent Health. ACA Market Place: 2022
Languages
Spanish:
Professional Working
.
Contact this candidate