Service Representative Customer

Location:

Lakewood, CO

Posted:

July 05, 2022

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Resume:

Janice E. Robinson

720-***-****(cell) *************@*****.***

Wendy’s Restaurant / Crew Member – Cashier

** **** – Current

Taking orders and payments for meals and beverages. For inside the restaurant or takeout .

CUSTOMER SERVICE REPRESENTATIVE II / AHG – NATIONAL ACCOUNTS

ANTHEM BLUE CROSS BLUE SHEILD

11 2014 – 10 2020

In an Inbound-call center. For the AHG / National Accounts Team.

Call handling Customer Service calls from aproximately 32 different Large Business Group Carriers and Employees.

Of Fortune 500 Clients.

Able to successfully perform basic job duties.

Responded too customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.

Enrolled Anthem Blue Cross Blue Shield Members into the Anthem Blue Cross Blue Shield Wellness Programs such as : Future Moms, Complex Care, and Condition Care Programs. And the speciality care programs. Such as the Anthem IHM Specialtity Care Programs.

Analyzed businesss problems and provides information and solutions for Anthem Members. Operated a PC/image station to obtain and extract information; documents information, activities and changes in the database. Thoroughly documents inquiry outcomes for accurate tracking and analysis.

Health Care Advocate . Developed and maintained positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

Researched and analyzed data to address operational challenges and customer service issues. Provides external and internal customers with requested information. With immediate supervision, received and placed follow-up telephone calls / e-mails to answer customer questions that are routine in nature.

Used computerized systems for tracking, information gathering and troubleshooting.

Health Outreach Specialist I Health Program Representative

AppleOne/ Athem Blue Cross 11 2013- Current

Provided intial contact between distinct Care Mangement programs and specific identified members. Under direct supervision call handled both inbound/outbound enrollement and engagement calls. With eligible members to provide information regarding program features.

Major job duties and responsibilities included: Gathered and recorded appropriate member information

Encouraged and enrolled members into Health Programs. Recorded call details.

Utilized all scripting tools as needed,based client requirements. Directed member inquires to the appropriate clinical staff.

Help Desk Specialist

DPS DOTS Hotline 08-201*-**-****

Solid call center experience providing excellent customer service in the fast paced DPS DOTS Hotline call center. Handling more than 60 inbound calls a day.

Resonpsible for Tier I first call customer response, trouble ticket generation, incident diagnosis and troubleshooting,problem resolution and customer escalation and basic system admin research in the DPS Active Directory. For login user ids, pincodes,passwords, password resets, resychronizations .

Can communicate customer troubles internally too immediate management teams and updating and escalating too Tier II Support Teams at the DPS.

Created customer trouble tickets and accurately prioritize, categorize,and assign support tickets for timely resolution. Take ownership of the end-to-end lifecycle of the trouble ticket (incident

management) and work in conjunction with all necessary parties through to trouble resolution. Can multitask.

Communicated with customer throughout trouble tickets lifecycle and initiate customer call back after problem resolution to ensure customer satisfaction.

Can participate in on-call rotation or rotating shift to staff 24x7 Call Center.

Can proactively monitor a customer trouble ticketing system and successfully complete requests from the DPS internal staff,in a timely profficent manor.

Met SLA interval guidelines. And ensured that customers service objectives were met.

Have the ability to provide customer with outstanding customer care and service at all times. Able to handle different functions may be assigned from time to time

Can relate to other people beyond giving and receiving instructions:

Can get along with other co-workers or peers without exhibiting behavioral extremes.

Tier 1Technical Support Representative : Roomlinx Inc. 12-201*-**-****

Call handled more than 40 calls a day in an inbound call center.

Providing high speed internet access (HSIA) technical and connectivity support to the guests and staff of the Hyatt and Grand Hyatt Hotel's all over North America. Can connect a wireless or LAN wired connection to the internet . On Windows PC,laptops. Apple devices, Mac Intosh computers,Ipod,Ipad's and Iphones. Android tablets,smart phones. Gaming console's such as xbox360, sony play stations. Working tickets from the Numera Ticketing system.

Assisted Hyatt guests and staff with the Roomlinx SPV/VOD -Entertainment system,remotely..

Have experience, knowledge of wireless technology. Cisco access points, routers switches and Networking basics. Troubleshooting through a wifi microtik or wifi gateways . Familiar with switch port mapping. The dchp pooling tools. Familiar with TCP/IP Networks and Wifi Networking.

Can multitask in between 20 or more computer screens and multiple departments at once with the customer on the line.

Teamed up with the Roomlinx outside field technicians and, Account Managers and the Engineering

Teams for Hyatt Hotels all over North America .

Can troubleshoot and farniliar with end user connectivity issues on the POE.

Can navigate through Cisco routers and switches. And through the H.P., Allied -Telesis,

Para dyne, Ruckus controllers.

Familiar with the Fog/Reimage and Replace console. Can configure basic Dos commands . Understand DOS syntax. Consistently met daily and monthly SLA goals.

Call handler for Cardinal Broadband, local telcom provider. Trouble-shooting local dial tone issues

, internet issues and out of service conditions on a Paradyne controller. Set up appointments in the Cardinal Broadband ticketing tool for the Cardinal outside field technicians .

IT Helpdesk Professional 2007-2010 : CCI/IBM Helpdesk -RAS Token Team and IMAC Team .

Which included completing service order requests and escalations requests for the installation of adding moving, and changing hardware or software. Familiar with setting up a Customers profile in an active directory with complete authorization levels. Working tickets from the Remedy ticketing tool.

To the employees,vendors and contracted personnel of the Fluor Construction Company all over the world. Teamed with Fluor IT Helpdesk Professionals all over the world.

Responsible for administration, technical support and distribution of keyfob tokens for

AmerisourceBergen, Investors Bank & Trust and American Express .

Can install VPN technology. Configured DOS syntax into FTP file to install hundreds of tokens serial numbers into CITRIX jump server at once. Initialized tokens into a citrix server to create login user ids, pincodes,passwords,password resets,resychronizations and reports. Revise token requests for adds, deletes, terminations, and update-changes to tokens via the ManageNow ticketing queue. Meet all daily, weekly and monthly SLA standards.

EDUCATION- DeVry University, 18 credit hrs. Front Range Community College,18 credit hrs.

Regular attendee and volunteer at the New Song Christian Church, 8242 Pecos St. Denver Colorado

80221. 303-***-****. Part of the ARK (Acts of Royal Kindness Team). Our Team goes into downtown

Denver and provides food, clothing to the homeless.

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THANK YOU! .

This certificate of appreciation is presented to .

for .

Participating in the Blood Pressure test Pilot

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Date

WELLPOINT .

·-

CERTIFICATE OF APPRECIATION

AWARDED TO

Janice Dominguez

Pe1fect Attendance

We appreciate everything you do! Awarded this 31th day of July, 2014

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resenti'NameandTitle... =-- =

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MOST IMPROVED

TALl( TIME

this certificate is awarded to: Janice Dominguez in recognition of

Most Improved Talk Time from Feb to March

MTD. 4.36% Increase!

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Date ' \

.. ..•

From: E

Sent: Tuesday, April28, 2015 5:04PM

To: Dingfelder,Jim

Cc: Dominguez,Janice

Subject: Thank you Janice!

Hello-

I just wanted to take this opportunity to thank Janice for all the diligent work she's done in helping me with a 4 month old headache. I've went thru 5 different customer service reps that have bounced me back and forth to the wrong department.

Janice however, took the initiative of tackling the problem hands on by calling all parties involved - my primary physician and hospital lab. And guess what?, she fixed everything that I felt, was out of my control. Not only was she patient, she was also very attentive and understanding. Its service like this that speaks in volume and lasts for along time with a customer.

Wonderful job Janice, and thank you again. =)

please consider the environment before printing this email

Dominguez, Janice

From: Sent: To:

Subject:

Dominguez, Janice

Thursday, April 30, 2015 5:35 PM Dingfelder, Jim

RE: Its service like this that speaks in volume and lasts for along time with a customer

Hello Jim,

I LOVE WHAT I DO! My Pleasure! ©

Have a great day!

Janice Dominguez ICustomer Service Representative INational Accounts IAnthem,Inc.

700 Broadway, Denver, CO 80203 I Office 844-***-***** Fax 855-***-****

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From: Dingfelder,Jim

Sent: Wednesday, April 29, 2015 8:48 PM

To: Abbott, Sarah; Antuna, Sarah L.; Barrett, Deborah L.; Betts,Kresha; Bryan, Tammy L.; Candler, Linia; Carneiro, Barbara; carter, Sariah; Cortez, Yvonne E; Dingfelder, Jim; Dominguez,Janice; Dufour, Lou A.; Espinoza, Catrina;

James J.; Jones, Delores; Khan, Sara; Kima, Marlene; King,Thaiesha Q.; Lewis, Monica N.; Maraline, Amy E.; Melisaratos,

Sophia; Morrow, Rachelle; Paez, Rosa; Pelloni, Christina; Robertson, Regina I.; Romero, Emmanuel A.; Ross, Vanessa; Sanchez Villalobos,Juan 0.; Stalnaker, Cole L.; Stevens, Bruce F.; Techachaiponpoj, Vida; Wilkins, Eboney R.; Wobst,

Patrick A.

Subject: Its service like this that speaks in volume and lasts for along time with a customer

A "long time" like through a summer full of barbecue and pool parties!

Connect with each member

-on eve1y interaction- in such a personal way that they respond with

an unsolicited and heartfelt accolade!

Nice work by Janice Dominguez!

With the smartphone app you can:

• Find a doctor, hospital, urgent care or pharmacy

• Get directions

• Manage and order your medications

• Get costs for care on the spot

Log in using the same secure usemame and password as your www.anthem.com/CA account. If you haven't registered yet, click the logo above from your computer and start the tour.

Thank you for allowing Anthem to be your trusted healthcare provider.

How am I doing? Email my manager Jim Dingfelder at ***.**********@******.***

Have a great day!

Janice Dominguez I Customer Service Representative I National Accounts I Anthem, Inc.

700 Broadway, Denver, CO 80203 I Office 844-***-***** Fax 855-***-****

rust wort 1y lnnov.ltive9 ¥caring

It was a pleasure speaking with you! If you have any further questions or concerns, please feel free to contact me at 844-***-**** between the hours of II :OOam to 7:30pm MST, Monday-Friday and leave me a voicemail or feel free to send me an

email at ******.*********@******.***

You can also access your information immediately by accessing the Anthem website www.anthem.com/ca.

Anthem,.

BlucCross BlueShicld

Click on the above logo to take a guided tour of the personalized website, the more you know, the easier it is to make smart choices.

Learn how to:

Order a new ID card

Check the status of a claim

Find a provider

And much more

You can also have your information at your fingertips by downloading the Smartphone app.

It's as easy as visiting the app store on your phone and searching for Anthem.

Dominguez, Janice

From: Sent: To:

Subject:

Dominguez, Janice

Thursday, May 14, 2015 6:33 PM

'Sandi litis'

RE: Ref- 201**********

Hi Sandi,

You Are Welcome ! ©Call me anytime ...

Have a great day!

Janice Dominguez ICustomer Service Representative INational Accounts IAnthem,Inc.

700 Broadway, Denver, CO 80203 I Office 844-***-***** Fax 855-***-****

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From: Sandi litis [mailto:**********@*****.***]

Sent: Wednesday, May 13, 2015 7:51PM To: Dominguez,Janice

Cc: Melisaratos,Sophia

Subject:Re: Ref- 201**********

Thank you very much, Janice. It was a pleasure talking to you, too! Can't tell you how much your help, patience, persistence, and diligence was appreciated :)

You have a great day, too! Sandi Iltis

On Thu, May 14, 2015 at I 0:17 AM, Dominguez, Janice <******.*********@******.***> wrote: Hello Sandi,

Dear Mr. Dingfelder, I want to compliment you for employing Ms Janice Dominquez. I called Anthem customer service today with some concerns that were, for me, rather confusing.

Ms. Dominquez was wonderful! Knowledgeable, helpful, patient with my rather rambling questions, and just plain nice to speak with. It was a pleasure dealing with her as she looked into the info I needed, and I finished with all my concerns addressed to my complete satisfaction. Ms. Dominquez is certainly an asset to your department, and I want to call your attention to that fact!

Best to you, K

Dominguez, Janice

From: Sent: To:

Subject:

Dominguez, Janice

Tuesday, April 21, 2015 6:29 PM Dingfelder, Jim

RE: just plain nice to speak with

Have a great day!

Janice Dominguez I Customer Service Representative I National Accounts I Anthem, Inc.

700 Broadway, Denver, CO 80203 I Office 844-***-***** Fax 855-***-****

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From: Dingfelder,Jim

Sent: Tuesday,April 21, 2015 9:30 AM

To: Abbott, Sarah; Antuna, Sarah L.; Barrett, Deborah L.; Betts, Kresha; Bryan, Tammy L.; Candler, Linia; Carneiro, Barbara; Carter, Sariah; Cortez, Yvonne E; Dingfelder, Jim; Dominguez, Janice; Dufour, Lou A.; Espinoza, Catrina;

Farrera, Vanessa M.; Feller, Ryan S.; Fleming, Sarah; Gibson, Stephanie; Gonzales, Denesio J.; Graham II, Thomas H.; Gregory, Derik Z.; Hernandez, Ashley; Hickman, Stephen M.; Holmes, D'Auria; Hurd,Kendra; Jeudy, Paula A.; Johnson, James J.; Jones,Delores; Khan,Sara; Kima, Marlene; King, Thaiesha Q.; Lewis, Monica N.; Marafine, Amy E.; Melisaratos, Sophia; Morrow,Rachelle; Paez, Rosa; Pelloni, Christina; Robertson, Regina I.; Romero,Emmanuel A.; Ross, Vanessa; Sanchez Villalobos,Juan 0.; Stalnaker,Cole L; Stevens, Bruce F.; Techachaiponpoj, Vida; Wilkins, Eboney R.; Wobst, Patrick A.

Subject: just plain nice to speak with

Janice Again! Well done, and thank you! Connect with each member

-on every interaction-

in such a personal way that they respond with

an unsolicited and heartfelt accolade!

From: K

Sent: Monday, April 20, 2015 5:14PM

To: Dingfelder, Jim

Subject: Wonderful service!

She helped me a lot and was very nice to me. I really appreciated her behavior! I thought I just want to let you know that you should his more people like this©. Thank you

Dominguez, Janice

From: Sent: To:

Subject:

Dominguez, Janice

Tuesday, April 21, 2015 6:27 PM Dingfelder, Jim

RE: in a really good way

Have a great day!

Janice Dominguez I Customer Service Representative I National Accounts I Anthem, Inc.

700 Broadway, Denver, CO 80203 I Office 844-***-***** Fax 8SS-431-9747

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From: Dingfelder, Jim

Sent: Tuesday, April 21, 201S 9:24AM

To: Abbott, Sarah; Antuna, Sarah L.; Barrett, Deborah L.; Betts, Kresha; Bryan, Tammy L.; Candler, Linia; Carneiro,

Barbara; Carter, Sariah;Cortez, Yvonne E; Dingfelder, Jim; Dominguez, Janice; Dufour, Lou A.; Espinoza, Catrina; Farrera, Vanessa M.; Feller, Ryan S.; Fleming, Sarah; Gibson, Stephanie; Gonzales, Denesio J.;Graham II, Thomas H.; Gregory, Derik Z.; Hernandez, Ashley; Hickman, Stephen M.; Holmes, D'Auria; Hurd, Kendra;Jeudy, Paula A.; Johnson, James J.;Jones,Delores; Khan, Sara; Kima, Marlene; King, Thaiesha Q.; Lewis, Monica N.; Marafine, Amy E.; Melisaratos, Sophia; Morrow,Rachelle; Paez,Rosa; Pelloni, Christina; Robertson, Regina I.; Romero,Emmanuel A.; Ross, Vanessa; Sanchez Villalobos,Juan 0.; Stalnaker, Cole L.; Stevens, Bruce F.; Techachaiponpoj, Vida;Wilkins,Eboney R.; Wobst, Patrick A.

Subject: in a really good way

Mission accomplished by Janice Dominguez "in a really good way".

Connect with each member

- on evey interaction -

in such a personal way that they respond with

an unsolicited and heartfelt accolade!

From: Z

Sent: Monday, April13, 201S 7:41PM

To: Dingfelder, Jim

Subject: Reviews

Hello sir!

I am a member of anthem insurance. A lady named Janice Dominguez served me in a really good way!

- .

. .

.,. IG;)

Contact this candidate