Customer Service Assistant
Resume:
ROGELIO ORTEGA
Chicago, Illinois 60626
Mobile: 773-***-****
Email: *****.*********@*****.***
PROFESSIONAL SUMMARY
Accounting professional with advanced customer service skills and intermediate level expertise in accounts receivable, collections, treasury and benefits.
PROFESSIONAL EXPERIENCE
RESPITE PROVIDER Chicago, IL
Kids Above All 8/2005 – PRESENT
Provide in-home care and assistance to foster parent with children in DCFS
Prepare meals and supervise activities ensuring the needs of foster parent/child are met daily
Run errands and transport children to and from doctor appointments on behalf of foster parent
Attend monthly foster parent meetings/training and assist with all academia needs throughout the school year
Responsible for creating an overall positive living environment on behalf of foster parent/children
GO HEALTH Chicago, IL Benefits Advisor 11/2014 – 2/2015
9/2015 – 2/2016
Advised and educated potential customers via inbound call center in selecting a health care plan
Provided detailed information on premium plan costs, deductibles and benefit offerings per individual and family insurance plans
Effectively identified plans suitable per each customers health status, financial and monthly budget
Maintained up to date on all benefits compliance laws, including Affordable Care Act guidelines to effectively inform customers on health care mandates
Well versed in ancillary insurance to effectively cross-sell multiple products within dental, medical and accidental plans
Consistently hit monthly sales commission goals and over achieved quotas
Provided client with overall satisfactory buying experience, maintaining individual customer service survey ratings and feedback in the 90th percentile
PERSONAL ASSISTANT / CAREGIVER Chicago, IL
10/2008 – 8/2014
Cared for elderly six days a week, prepared meals and responsible for daily house-keeping
Provided assistance with walking, running errands and grocery shopping
Assisted in managing personal budget and paying clients’ monthly bills
Transported client to and from doctor appointments, weekly visits with family and friends
Responsible for service up-keeping of clients’ home and scheduled regular maintenance
Provided medication reminders and assisted with doctor recommended activities/exercise
Contributed in creating an overall positive living environment for client and providing genuine friendly companionship
CASH AMERICA Chicago, IL Collections Representative 8/2006 – 12/2006
Responsible for initiating calls with delinquent customers via phone to collect payments and settled accounts
Negotiated structured payment plans via outbound call center
Properly documented each account per activity and filed customer information according to urgency of account
Followed up on delinquent accounts, updated financial records including but not limited to accounting and credit records
Prepared delinquent account reports for management and consistently exceeded monthly quotas
Accounting Assistant 1/2007 – 8/2008
Assisted with maintenance of accounting records and data entry information
Processed incoming customer payments such as credit cards, money orders, western union, personal checks and ach transactions
Approved payments and credited customers’ account, daily high volume of 300+ transactions
Reviewed and stored various accounting files, prepared standard reports for finance and other corporate departments
Managed multiple customer account spreadsheets, reconciled weekly for discrepancies to confirm payments were accurately modified
Succeeded in meeting all department goals and performance standards per quarter
EMMANUEL CHURCH Chicago, IL
Assistant Treasurer 10/2002 – 7/2010
Assisted Sr. Treasurer in counting of weekly charitable donations
Conducted accounting and bill payment activities
Made weekly bank deposits and recorded cash receipts
Provided clerical and administrative support as needed
COMCAST Tinley Park, IL
Customer Service & Support Representative 8/1999 – 8/2002
Resolved complex technical service and billing issues via inbound call center
Assisted customers with upgrade of service/packages and set up new services
Cross trained and provided back-up for other customer service representatives when needed
Trained as Team Lead and helped facilitate weekly team meetings
Consulted with supervisor on assessments/evaluations of team progress
Consistently improved customer satisfaction through expert resolution of conflicts, issues and concerns
EDUCATION & TRAINING
Northeastern Illinois University Chicago, IL
Accounting 8/1992 – 5/1994
Truman College Chicago, IL
Mortgage Loan Originator Training 7/2007 – 8/2007
LICENSES
Accident & Health Insurance 12/2014
Go Health (Illinois)
COMPUTER SKILLS
MS Office Word, Excel, Outlook & Internet / Intranet. Typing speed of 35 WPM. Proficient in call center
telecommunications/protocol
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