Customer Service Representative. I also worked for Humana for 7 years

Victoria A. Ybarra

**** *. ***** ******, *******, AZ 85032 • 602-***-**** • **********@***.***

Customer Service Representative with 30+ years of experience in financial services and health insurance. Proven record as a team leader as well as individual contributor. Skilled in client interaction, cross sales, and problem solving. Team player with excellent communication skills, high quality of work, and ability to work independently. Looking for an opportunity to contribute to a team’s success and assist in meeting corporate business goals.

Experience

2016 - PRESENT

Inbound Customer Service Representative; Humana Pharmacy; Phoenix, Arizona

Address customer needs which include complex benefits questions, resolving various issues, and education on member concerns. Record details of inquiries or complaints, transactions, or interactions, and take appropriate action. Escalate customer grievances and provide guidance according to defined parameters. Have worked remotely with minimal supervision since 2020.

1990 - 2015

Bank of America; Phoenix, Arizona

2007 – 2015

Senior Customer Service Representative

Produced and sent correspondence to clients, specifically federally required materials. Audited new account openings and confidential correspondence. Performed account maintenance functions on client accounts. Performed wire transfers, created cashier checks, and supported money movement requests. Familiar with various internal banking systems, Microsoft Windows, Office, and Outlook.

1990 - 2007

Sales, Service, Support Specialist

Assisted clients with various requests including new account opening and servicing. Researched and problem solved client issues and concerns. Educated clients on cross sales opportunities. Opened and maintained safe deposit boxes. Functioned as back up for manager when absent.

Skills

Excellent time management skills

Conflict management

Research and problem solving

Able to work as individual contributor or team leader

Meet business goals with minimal supervision

Recognized for outstanding client interaction and support

Committed and loyal employee

Education

Long Beach College, East Los Angeles, California; various core education classes

Numerous continuing education classes in topics such as time management, customer service, customer satisfaction, and management

Awards

Gold award from Bank of America for outstanding achievement supporting the United Way; multiple years

Silver award from Bank of America for outstanding achievement as a Team Leader

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