El Paso Customer Service

MAYRA COBOS

Mobile: 915-***-****

**************@*****.***

EDUCATION

EL Paso Community College, El Paso, Texas

Associate Degree in Office Information Systems Graduation Date: December 2003 Wester Technical Institute, El Paso, Texas

Bachelor Degree in Business Administration Graduation Date: December 2021 Professional Career Summary:

Candidate using professional, accurate, and high-quality skills for daily workforce business matters and goals. Dedicated and determined to provide top positive results in daily tasks. Always striving to meet company deadlines as needed and required. Work history experience has allowed for business professional communication, technical report writing, records and information management, word processing software and database, general office topics, and machine transcribing as needed, and monitoring. Able to fluently communicate in both English and Spanish in speech and writing. EMPLOYMENT EXPERIENCE

Customer Service (Claims Agent Contractor) March 2021-Current Ask Consulting Remote: El Paso, Texas

• Assisting customers with general questions on their claims

• Assisting customers make contact information and mailing address updates

• Helping customers review their benefits of coverage

• Making any updates to customer accounts as requested and/or needed

• Upskilled to review fraudulent claims and documents Self-Employed: December 2020-March 2021

Sales Contact Agent for Jafra and Avon El Paso, Texas

• Assisted customers find the best option of products available

• Delivered successfully with successful customer ratings

• Actively searched employment that offered 401k and healthcare benefits Administrative Assistant/Receptionist January 2020-December 2020 Ambrosio Guillen Texas State Veterans Home El Paso, Texas

• Processed medical claim entries using company software.

• Answered customer questions

• Operated switchboard and directed callers to appropriate departments

• Assisted in completing work order request for patient rooms.

• Updated Contact information as needed.

• Monitored visitor logs for proper information

• Reviewed and starts paycheck process

• Used Word and Excel documents daily

Substitute Instructor March 2019-Jan 2020

David L. Carrasco Job Corps El Paso, Texas

• On-call substitute instructor, and assigned as a test proctor

• Monitor students and aim to maintain a stable and safe environment

• Students are to follow any indications provided by their full-time teacher and myself

• Following safety protocols and procedures as indicated

• Contacted chain of command and security as needed. Data Entry Supervisor January 2019-March 2019

Exela Technologies El Paso, Texas

• Supervised the team and maintain a positive motivated environment

• Temporary job agency assignment

• Assisted team members with questions on the work process or with system issues

• Processed daily attendance and PTO requests

• Revised data entry platform and processed hourly quota reports

• Data entered client information in database for client. Customer Sales Agent October 2018-January 2019

RCN Cable, HGS Call Center El Paso, Texas

• Call center environment received inbound calls

• Temporary job agency assignment

• Assisted customers regarding cable service, premium channels, package and pricing

• Policy transitioned from customer service to sales and upselling

• Services available to customers provided during the same call were tech support, business, and billing Case Specialist Agent January 2018-September 2018

Amerigroup for Anthem, Inc. El Paso, Texas

• Call center environment received inbound calls

• Temporary job agency assignment

• Assisted customers during incoming calls regarding requests for authorization of services, insurance benefits, and add-on perks, transportation set-up, and shipped products

• Assisted customers during outbound calls regarding authorization status and transportation concerns

• Updated customer profiles upon customer request.

• Maintained high-quality authorizations in good standing Supervisor/Real-Time Analyst January 2014-January 2018 AT&T for Alorica El Paso, Texas

• Call center environment received inbound calls

• Assisted team members with questions on their calls, our product information, finding prices, and other.

• Assisted customers regarding profile account changes, wireless phone accounts, insurance benefits, bills, cancellation process, product shipping during schedule phone time

• Tracked survey and metrics to maintain goals required

• Supervised teams and tracked hourly quota of metrics covering average handle time, hold time, and break times

• Analyzed hourly reports for consistency

• Contacted headquarter lead and communicated system changes, technical system issues, and outages

• Available during bridge calls weekly

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