Patricia

Whitake

Phone: 951-***-**** Email:

addfq1@r.postjobfree.com

Rialto, CA 92376

As an accomplished Customer Service Specialist, I possess a solid history of achievement. I am a motivated leader with strong organizational and prioritization abilities. In addition, I use positive language with customers while using tact and diplomacy; additionally, I exercise patience with customers. Work

Experience

Rose International – Customer Service Specialist (for Kaiser Permanente) – Corona, CA Member Services Call Center January 2020 - Present Handles a high volume of calls in a highly structured call center environment by responding to incoming calls and screening calls, offering options to members when appropriate. Determines urgency of requests received by actively listening to the member, following established guidelines and escalating urgent situations when appropriate.

C3 Communications Contact Channel/Medicare – Las Vegas, NV July 2018 – March 2019

Worked in a fast-paced call center while providing knowledge of company policies and procedures to customers, particularly to customers who had urgent requests for Medicare prescriptions. Assisted with healthcare billing and retention issues. Assisted customers with one call resolution while actively listening and offering solutions.

Southern California Edison – Senior Customer Service Representative – Rancho Cucamonga, CA June 1998 – May 2018

Handled inbound customer calls in a fast-paced call center, effectively evaluating & resolving customer concerns pertaining to applications, rates, company programs, billing and services. Provided excellent customer services while maintaining efficiency goals and maintained first call resolution on every call. Screened calls to determine proper gating of calls, and handled requests within my initial scope of support.

Educatio

n

Sunset High School – Diploma – Las Vegas,

NV June 1979 GPA – 3.7

Skills

Active Listening Skills Organizational Abilities

Leadership Skills Communications and People

Skills Typing 40 wpm/10 key by touch Word,

PowerPoint, Excel – Level: Intermediate