Customer Service Representative

Iris Zepeda

Oak Ridge, Tennessee ***** • 865-***-**** • **********@*****.*** • WWW: Bold Profile

Professional Summary

Customer-oriented service representative successful at troubleshooting and handling customer support issues in a timely manner. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals. Skills

MS Windows proficient

Creative problem solver

Exceptional communication skills

Quick learner

Multi-line phone talent

Medical terminology knowledge

Fluent in English and Spanish.

Skilled in call center operations

Exceptional workflow management

Adheres to customer service procedures

Strong problem solving aptitude

Committed to maintaining data integrity

Activities Scheduling

Grocery Shopping

Calendar Management

Expense Management

Budget Administration

Behavior Modeling

Language fluency

Work History

House Manager, 03/2022 to 12/2022

Sertoma Centre – Knoxville, TN

Improved household efficiency by implementing detailed schedules and routines for staff members.

Streamlined communication among staff for optimal productivity and coordination of tasks. Enhanced family satisfaction with household management by addressing concerns promptly and efficiently.

Developed and maintained comprehensive inventory systems to ensure timely replenishment of supplies, reducing waste and saving costs.

Managed household budgets, analyzing expenses, and making recommendations for cost-saving measures.

Established atmosphere of trust, respect, and professionalism within household, fostering positive environment for both family members and staff.

Managed day-to-day operation of home to comply with regulations and agency standards. Trained and supervised staff on proper cleaning techniques, safety protocols and customer service to increase quality standards.

Oversaw budget to manage expenditures and control costs. Customer Care Representative, 12/2019 to 09/2020

Avant – Oak Ridge, TN

Enhanced customer satisfaction by promptly addressing inquiries and resolving issues. Streamlined call response times for improved customer experience through effective communication techniques.

Maintained high level of product knowledge to provide accurate information and support to customers.

Contributed to team success, consistently achieving call center performance metrics. Managed high call volume with exceptional professionalism and efficiency. Built rapport with customers through active listening and empathetic responses, fostering positive relationships.

Direct Support Professional, 06/2017 to 08/2019

Sertoma Centre – Knoxville, TN

Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.

Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.

Maintained safe and inclusive environment by addressing behavioral challenges with patience and understanding.

Collaborated with interdisciplinary teams to develop comprehensive support strategies for each client''s unique needs.

Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.

Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.

Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.

Customer Service Representative, 12/2016 to 06/2017 Accenture

Handled all customer relations issues in a gracious manner and in accordance with company policies

Resolved all customer complaints in a professional manner while prioritizing customer satisfaction Call center environment, handled high call volume and provided customer care Handled calls in English and Spanish.

Claims Representative, 08/2015 to 12/2015

Accenture

Check accuracy and verified duplicated claims have not been filled Approved and pay claims according to contract thru health contracts Denied duplicate claims

Kept records of claims processed.

Call Center Customer Service Representative, 10/2014 to 03/2015 CVS/Caremark

Kept records of customer interactions and transactions, took orders of prescription refills and payment and mailing information

Provided customer service in explaining health care benefits, deductibles, co-payments and general benefits information

Contacted pharmacies and provided information needed to process claims thru insurance Executed daily operations of computer and phone system. Call Center Customer Service Representative, 04/2012 to 03/2015 Sitel Corporation

Checked to ensure that appropriate changes were made to resolve customer's problems Executed daily operations of computer system and phone Kept very detailed records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken

Responsible for troubleshooting and scheduling repairs under manufacture's warranty Referred unresolved customer grievances to designated departments for further investigation. Customer Service Representative, 08/2009 to 11/2009 Clayton Homes

Kept records of customer interactions and transactions, recorded details of inquiries, complaints, comments and actions taken

Contacted customers in order to respond to inquiries and to notify them of claim investigation results and any planned adjustments

Reviewed insurance policy terms in order to determine whether a particular loss was covered by insurance

Responsible for mortgage payments and insurance claims procedures. Call Center Customer Service Representative, 12/2006 to 01/2008 Comcast

Resolved customer's service and billing complaints by performing activities such as exchange merchandise, refunding money, and adjusting bills

Solicited sales of new and additional services and products Determined charges for services requested, collected deposits and payments, and arranged for billing payments

Responsible for troubleshooting and scheduling tech visits for repair. Customer Service Representative, 11/2001 to 04/2005 Cendant

Informed clients of essential travel information such as travel times, and transportation connections Maintained computerized inventories of available passenger space and provided information on space reserved and available

Made and confirmed reservations for transportation and accommodations, using telephones, faxes, mail and computers

Answered inquiries regarding such information as schedules, accommodations, procedures and policies

Conferred with customers to determined their service requirements and travel preferences Prepared invoices and accepted payments.

Account/Collections Representative, 03/2001 to 11/2001 GC Services

Located customers to collect installments, overdue accounts, damaged claims, and non-payable checks

Phoned customers and attempted to persuaded customers to pay amount due, or arranged for payment at a later date

Kept record of collections and status of accounts. Education

High School Diploma

Dr. Santiago Veve Calzada - Puerto Rico

Languages

Spanish

Full Professional

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