Service Representative Social Media

Objective:

With my Bachelor of Arts in Communication degree, I am pursuing a position in which I can demonstrate my extensive background skills; in communications, business, and advertisement. With my hard work ethic and determination to succeed, I can add value to your business and will go that extra mile to deliver only the best results. I am very adaptable, and I am a loyal team player and can also work well independently. My main focus is on helping others whether they are within the business or customers of it. Given the opportunity to develop a long-term career path with your company, I will exhibit my ability to adapt and master new tasks and concepts so that the set goal is exceeded. I am seeking a position in that I can combine my exceptional communication skills with my years of advertisement studies with a reputable company as your own.

Soft Skills:

• Over 14 years of exceptional customer service, face-to-face as well as over the phone, providing detailed personalized service on each customer interaction

• Exceeds expectations

• Meet deadlines promptly

• Proven ability to adapt to change and succeed

• Ability to be a team player or work independently

Technical Skills:

• Intermediate experience with Adobe; Photoshop and InDesign

• Intermediate experience with Microsoft Office Suite

• Limited experience with Google Analytics

• Intermediate experience with WordPress

• Advance experience with social media platforms- Facebook, Instagram, and Snapchat

Education:

• 2020- Received my Bachelor of Arts in Communication and with a minor in Business Administration from Texas A&M University-San Antonio

• 2013- Received my Associate of Arts Degree, concentration in New Media Communications from Northwest Vista College.

Relevant Experience:

• My articles were published on The Mesquite, Texas A&M- San Antonio’s award-winning digital news site. I have experience collaborating on reporting teams and writing feature articles for the student audience.

• Several of my articles were published for Society19, an online magazine tailored to young adults and college students

• Created a financial project for The Boy Scout of America, Alamo Area Council as their Public Relation Specialist

Awards:

• A member of The National Society of Leadership and Success

• Graduated with Honors

• Institutional GPA 3.58

Work Experience:

- October 2011- Present Day

Aetna (Transitioned from Coventry Health Care)

Member Service Representative- Group Retirees

• Provide plan benefit information to members

• Use problem-solving skills in handling medical claims

Medicare Employer Group and Provider Representative

• Discuss members medical plan benefits with the providers

• Investigate claims and explain how they were processed

• Handle special escalated projects for providers with concerns for claims and network availability

• Process medical claims

Medicare Part C Representative

• Inbound calls assisting providers

• Use problem-solving skills in handling medical claims

• Provide plan benefits and member cost-share

• Research the payment on medical claims

Medicare Part D Representative

• Inbound calls assisting members and providers

• Research members billing accounts

• Assist members with enrollment concerns

• Provide prescription drug copay amounts

• Locate pharmacy’s that would provide the most benefit to the member

Subject Matter Expert-

• Handle members concerns with enrollment and billing

• Report to supervisor regularly of the status of newly hired employees

• Listen to team members concerns and provide alternatives to expedite work

• Research and handle escalated issues

• Accompany the training of the new hires

• Handle maintaining the inventory of the assigned work queues

- February 2011- October 2011

Affiliated Computer Services Inc. (ACS)

Customer Service Representative-

• Researched accounts for Sam Club Member

• Defined responsibility expectations for individual success within the company

• Answered escalated calls by listening attentively and speaking effectively with the caller

• Coached representatives and provided feedback

• Researched online orders and provided an estimate arrival time

• Worked together as a team to make sure that the company goals were exceeded daily

- December 2010 to January 2011

Southwest Airlines (SWA) Call Center

Customer Service Representative-

• Ambassador of a temporary project for the Rapids Rewards Program

• Researched and responded to inquiries from SWA Frequent Flyers

• Used available resources to ensure customer satisfaction and quality results

- September 2009 to July 2010

Afni Inc.

Customer Service Representative-

• Handled incoming calls from customers with questions regarding Verizon services and products

• Supervised new employees and provided motivation to learn the tasks assigned

• Light sale offers for additional products or services

• Researched customer issues and provided resolution.

• Ensured customer satisfaction with services

• Increased team productivity by sharing time-efficient call handling techniques

- December 2008 to September 2009

D.E.B.

Cashier-

• Handled opening and closing the store

• Provided personal customer service

• Provided customers with additional store offers

• Detail oriented to recognize customer needs and assist

• Ensured a safe environment for all shoppers and employees

- June 2006 to July 2008

Mc Donald’s

Crew Trainer-

• Leader in creating and directing the weekly advertisements for the art activities

• Trained and evaluated the qualifications of potential employees

• Managed and hosted all birthday parties and ensure that the guests are content

• Made sure that the orders were being provided accurately with accuracy so that the daily goals are met

• Supervised employees and ensure that tasks are being fulfilled

• Attended offsite trainings and meetings for different methods to improve the company

• Handled cash and debit transaction

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