Service Representative Customer

Martha Arzate

BERNALILLO, NM ***** 575-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Ms. Arzate is a healthcare professional with clerical experience at Molina in Medicaid, Medicare and Marketplace. She is bilingual in Spanish and English. Ms. Arzate is very organized and shows strong attention to detail with a focus on ensuring accuracy of data and records. She's driven by a desire to treat clients and customers in a manner that exceeds their expectations and has demonstrated her ability to utilize Microsoft Office Suite.

Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.

SKILLS

Customer Retention Strategies

Responding to Difficult Customers

Customer Data Confidentiality

Data Entry and Maintenance

Calm and Professional Under Pressure

Upbeat and Positive Personality

Spanish Interpreting

Efficient and Detail-Oriented

Building Customer Trust and Loyalty

WORK HISTORY

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE 01/2021 to 10/2022

Conduent Call Center London, KY

Communicated with management when customer issues escalated and worked to find resolutions.

Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.

Resolved concerns with products or services to help with retention and drive sales.

Answered up to 40+ calls per day in busy, fast-paced office for both English and Spanish-speaking customers.

Updated and maintained information in customer accounts.

Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Delivered prompt service to prioritize customer needs.

RECEPTIONIST 11/2019 to 09/2020

Pueblo Health Services

Greeted patients as they walked in and checked them in

Answered a high call volume of calls throughout the day

Scheduled future appointments for the patients

Verified insurance coverage for patients prior to their appointments

Processed payments and balanced at the end of the day

CUSTOMER SERVICE 05/2019 to 09/2019

Aerotek

Making numerous outbound calls to members on a daily basis

Asking medical questions to see if member qualified for a Care Coordinator

Updated members charts due to response of Health questions

Reported all work processed on daily basis at end of day

CUSTOMER SERVICE 01/2019 to 04/2019

Alorica

Working close with Military Membersbank accounts, that were or are on board

Answered inbound calls mostly in English

Processed changes on accounts as necessary

Escalated calls when needed to do so

Processed ATM debit card replacements and helped understand bank statement

CUSTOMER SERVICE 01/2003 to 10/2018

MVD Now

Assist the public with all MVD related questions

Handled inbound and outgoing calls in English and Spanish

Processed title transfers, as well as vehicle registration renewals

Collect the required documents to process drivers' licenses and renewed licenses

Prepared all MVD forms as needed

MEMBER HEALTH SPECIALIST 11/2016 to 07/2017

Molina Healthcare Call Center

Answered a high call volume of calls in English and Spanish

Assisted members in answering their benefit questions, changed and processed PCP changes, updated member information if necessary

Checked the status of medical claims for members and providers

Assisted providers with benefit eligibility and verification for member medical needs

Transferred member to the correct department if directed to wrong department

BILINGUAL RETENTION CSR 03/2015 to 02/2016

T-Mobile Call Center

Demonstrated mastery of customer service call script within specified time frames

Addressed customer service inquiries in a timely and accurate fashion

Answered calls and resolving customer issues: ex

Billing questions, payment arrangements and basic troubleshooting

Processed payments for customers or transfer to automated system

Attended daily, weekly, monthly trainings as assigned

Processed device orders, upgrades, new purchases or ordering accessories for devices

CUSTOMER SERVICE REPRESENTATIVE/ SUBSTITUTE TEACHER 08/2013 to 05/2014

Espanola Public Schools

Worked in different grades when called to take place for the teacher that would be absent

Worked with students when they were in need of help

Walked children to physical education class, library, to the gymnasium for their lunch, and walk them to their bus after school

BEHAVIOR MANAGEMENT SPECIALIST 07/2012 to 01/2013

Santa Maria El Mirador Casa De Corazon

Provided services to clients in need

Redirected clients at school when needed

Gave clients one on one support to focus on daily tasks

Drove clients to therapy once a week to Casa De Corazon, to meet with

Their therapist

Met with coordinator every Friday to turn in all paperwork for the week

From each client

Attended monthly meetings every first Wednesday of the month

CUSTOMER SERVICE REPRESENTATIVE/ CASHIER 07/2011 to 07/2012

El Parasol Restaurant

In charge of opening restaurant and doing morning stock: checking restrooms, ice machine, stocking salsas, and bottled drinks

Took orders from customers in person and over the phone

Made sure that restaurants front floor was maintained clean throughout the day, stocked with the necessities the customers may need

LEAD TELLER/ PERSONAL BANKER 11/2006 to 04/2011

Wells Fargo Bank

Achieved daily, weekly, monthly and quarterly sales goals

Assisted team members to obtain Incentive compensation each quarter

Delivered outstanding customer service and always had a plan in place to stay on target or improve our deliverance of a great customer service

Assisted with transactions approvals and overrides

Supervised teller line when Manager was not available

Successfully assisted Wells Fargo clients with all their banking needs, new accounts, loans, and financial reviews

Followed policy and procedures also completed daily, weekly and monthly tasks to pass our annual audit successfully

EDUCATION

GED General Studies 05/2007

NNMC, Española, NM

Continuing education in Reading, Math, Language Arts, History and Science.

LANGUAGES

Spanish

Full Professional

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