Customer Service Call Center
Resume:
Nelson Caraballo
Customer Service Coordinator
Winter Springs, FL 32708
***********@*****.***
Qualified Customer Service professional with over eight years of experience in fast paced customer service and call center environments. Personable and professional under pressure. Driven to exceed both employers and customer's expectations with consistent quality and accuracy. Self-motivated and always available to assist others to succeed. Skilled in call center operations Exceptional interpersonal communication. Call center metrics decoding aptitude and excellent time management skills. Effective problem solver who adheres to customer service procedures. Adherence to high customer service standards consistently. Proficient with multi-line phones, Microsoft Outlook, Word and Excel and many customer management systems.
Authorized to work in the US for any employer
Work Experience
Patient Care Coordinator
Perform Specialty Pharmacy-Orlando, FL
January 2019 to May 2023
I took incoming calls from patients nurses doctors and neither create accounts or answer any questions. I adjudicated test claims assisted with insurance prior authorizations. I work from home for about 3 years and always met my stats and exceeded in quality. I also assisted with physical inventory when I was originally working in the pharmacy. I was thinking putting the patient first is important, making them comfortable makes the process better for everyone.. Member Services Representative
Catamaran-Orlando, FL
December 2013 to January 2014
Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Addressed and resolved customer product complaints empathetically and professionally. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Met or exceeded service and quality standards every review period. Member Services Representative
Aerotek-Orlando, FL
June 2013 to December 2013
Catamaran 630-***-**** Orlando, FL I was a hired as a temporary employee by Aerotek for Catamaran and in December 2013 and earned permanent status with Catamaran later that year. My duties at Catamaran included taking inbound calls from members and pharmacies concerning benefits of the AARP prescription discount program. Advising members and pharmacies of policies and procedures to take full advantage of what the program offered. Updating accounts and assisting member with price estimates for their medications was part of my daily duties.
I also would assist members with our website registration and help our members manage and navigate their online accounts.
I worked with multiple windows-based systems including Navigator and our home delivery system Infotrak with great ease.
Supervisors often relied on me as floor support to assist other representatives. Catamaran also offers prescription home delivery and with this I assisted our member with pricing, refilling orders and provided quality and compassionate service for all our members. Customer Service Representative
T-Mobile Daniel Island
October 2009 to August 2011
SC
I answered inbound calls concerning billing, services and technical issues with their phones, tablets or other wireless devices.
I always provided customers considerate and timely answers by researching databases and customers account information.
I was responsible for offering customers services that would enhance their experience with T-Mobile and made sure to provide the customer one call resolution. I applied payments, placed orders for new or replacement products and also walked customers through troubleshooting when necessary.
On occasion I would take a floor support roll assisting other representatives with their customers and de- escalating irate customers in order to ensure satisfaction. Education
Some college
Seminole community college
Skills
• Typing
• Customer service
• Medical terminology
• CRM software
• EMR systems
• ICD-10
• ICD-9
• Documentation review
• Customer relationship management
• Medical records
• Analysis skills
• Help desk
• Windows
• Research
• Databases
• English
• Care plans
• Communication skills
• Computer skills
• Time management
• EHR systems
Certifications and Licenses
C614639772950
August 2016 to August 2024
Contact this candidate