Anna D. Vazquez

***** *** ***** ***.

Apt *** Tampa Fl. 33613

Tel.813-***-****

e-mail:adt9nk@r.postjobfree.com

OBJECTIVE: To secure a position with a well established organization with a stable environment that will lead to a lasting relationship in the field of Customer Service.

ABILITIES:

·More than 20 years experience working directly with customers.

·Patient, calm and pleasant professional.

·Proficient at using computer applications.

·Used and fully capable to deal with unsatisfied clients.

·Excellent listener with outstanding communication skills.

·Excellent negotiation and problem solving skills.

·Fully Bilingual Spanish & English with translation abilities.

EMPLOYMENT HISTORY:

2021-2022 Maximus Federal

. Attended inbound calls from applicants & consumers to solve & register for low cost medical insurance services.

2012-2012 GSI Commerce Adecco

·Attend more than 80 phone calls per day to solve their queries and complaints efficiently.

·Attend to the unsatisfied customers solve their queries and complaints efficiently on orders by tracking with mail carriers.

·Provided customer service tips.

·Processed Payments & orders for American Eagle Outfitters for customers on online purchases.

2010 - 2012

NCO Protocol Global Solutions, Customer Service Representative

·Attend more than 80 phone calls per day to solve their queries and complaints efficiently.

·Attend to the unsatisfied customers solve their queries and complaints efficiently.

·Provided customer service tips.

·Make reports of complaints.

·Provided service on multiple accounts like Wellcare, Health Net, Bravo Healthspring enrolled Medicare recipients on prescription drug plans, data entry information on database.

2010 - 2010 US Census Enumerator

·Planned work by reviewing assignment area to determine organization of neighborhoods and locate households for conducting interviews.

·Conducted interviews with residents in assigned areas by following stringent guidelines and confidentiality laws. Explained the purpose of the census interview, answered residents' questions, elicited information following a script, and recorded census data on forms.

·Assessed quality control levels on selected addresses, determined which samples passed or failed, and maintained records for quality control verification.

·Complied with accuracy standards while maintaining high production rates.

·Maintained records of hours worked, units produced, miles driven, quality control results, and expenses incurred in the performance of duties.

·Met daily with supervisor to review and submit work, and receive additional instructions.

2008 - 2009 Convergys Customer Service Representative for Home Depot and AT&T lines of business.

·Greeted customers in a courteous, friendly, and professional manner using agreed upon procedures.

·Listen attentively to customer needs and concerns; demonstrated empathy.

·Clarified customer requirements; probed for and confirmed understanding of requirements or problem.

·Met customer requirements through first contact resolution.

·Confirmed customer understanding of the solution and provided additional customer education as needed.

·Prepared complete and accurate work and updated customer file.

·Communicated effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.

·Effectively transferred misdirected customer requests to an appropriate party.

·Contributed ideas on ways to resolve problems to better serve the customer and/or improve productivity.

·Participated in activities designed to improve customer satisfaction and business performance.

·Occasionally used decision-support tools to answer questions.

·Solved problems that are sometimes unstructured and that may require reliance on conceptual thinking.

·Offered solutions to issues that are often non-standard/non-routine and require some clarification.

·Maintained broad knowledge of client products and services.

2006 - 2008 HealthFirst Member Services Representative

·Acted as a liaison between HealthFirst, Inc and it's members or potential members.

·Responsible for assisting members or potential members with issues and/or inquiries they may have about their insurance/applications.

·Also responsible for receiving and addressing member inquiries, resolution of member complaints, client education, retention of membership and dis enrollments.

·Transferred customer calls to appropriate staff.

·Identified, researched, and resolved customer issues using the computer system.

·Researched member billing/claims issues.

·Researched payment/member refund issues.

·Ability to navigate through automated information systems to analyze the caller's situation.

·Explained in a way the customer can understand.

·Assessed other duties as assigned by the management team related to job functions like sort incoming faxes, correspondence, fax transportation forms, etc.

2004 - 2005 Federal Emergency Management Agency (FEMA) Human Services Representative

·Used the agency's National Emergency Management Information System (NEMIS) software to enter and retrieve information to respond to inquiries from applicants concerning the status of disaster applications.

·Analyzed the procedures for Disaster Housing and Other Needs assistance processing in order to effect timely improvements and develop recommendations for changes in policies and procedures.

·Administered the laws, policies, rules, regulations or other directives governing emergency management programs.

Computer Skills

Proficient with Microsoft Word, Excel, Power Point, Sales Force, Citrix and Data Entry.

Experienced with social media and internet research & live databases.

Contact this candidate