Call Center Customer Service
Resume:
CHARMINA VALENCIA
*********@*****.***
OBJECTIVE: A responsible and challenging position where my 25 years of experience, computer proficiency, and customer service skills can be applied in any setting. KNOWLEDGE IN THE FOLLOWING SOFTWARE/PROGRAMS: Microsoft Word, EXCEL, Outlook, Office, TRACK, OES, COMET, APS, MAPS, CRM, InContact, Yardi, Verint, IEX, Smartsheet, Clearview
PROFESSIONAL EXPERIENCE:
AMERICAN HOMES 4 RENT 09/2015-present
Tier 11 Work From Home Customer Service Representative
● Handle 10+ calls per hour
● Assist residents with billing, maintenance, property management issues
● File complaints with Office of the President
● Interacts with field and property managers
● Falls under the 98% of the entire call center for QA
● Top 5 in schedule adherence
● Holds #1 position in call handling / call intake
● Assists in sales/ email prospect calls
● Troubleshoots calls
● Handles tier 2 calls
● Involved in SPIRIT team to enhance employee morale PINNACLE/COVERED CALIFORNIA 11/2014-05/2015
Service Center Representative
● Handle 8-10 calls per hour
● Assist insurance agents and brokers with HIPAA compliant cases
● Processed manual verifications for Covered California individual cases
● Troubleshoot error cases
● Participated in prep squad preparing holiday activities for the company EGUMBALL INC 08/2013-09/2014
Account Executive/Call Center Rep
● Handle specific trouble accounts within the Google maps system
● Provide clients with up to date information regarding their account
● Respond and resolve all issues from initial point of contact to final resolution
● Answer all incoming calls ranging from 50 -75 calls per day 1
EASTER SEALS, CALIFORNIA 01/2013-08/2013
Authorization Support
● Handle HIPAA compliant Autism cases
● Utilize APS system to pre-authorize patients in need of speech, physical and/or occupational Therapy
● Answer all incoming calls that come thru the department
● Deals directly with Kaiser physicians regarding authorizations
● Set up and participate in monthly mixers for the patients EXTRA EXPRESS COURIER SERVICE 04/2011-04/2012
Call Center Support
● Process vendors, clients, and customers incoming call orders via Comet.
● Obtain all pertinent information and accurately enter in OES screen.
● Record chain of events pertaining to the delivery and notify all parties regarding any changes.
● Process payments via virtual web authorization.
● Provide service quotes to potential customers inquiring about freight rates and Messenger services.
● Record and relay any possible service challenges to Operations, Dispatchers, and
● Handle any inquiries brought forward by customer (internal/external) WINE COUNTRY GIFT BASKETS 10/2010-01/2011-TEMP POSITION Call Center Seasonal Supervisor
● Supervise a team of 17+ customer service reps to effectively answer calls while providing customer service in fast paced seasonal call center setting.
● Train customer service reps to take phone orders, resolve order issues and answer customer inquiries.
● Oversee daily operations of the office, monitor and document progress of my team, discuss individual performance and quality assurance.
● Facilitate weekly meetings to address team's weekly performance and company needs.
● Oversee weekly raffles and projects to determine which team exceeded their metrics VERIZON LIVESOURCE 05/2007-03/2008
Assistant DA Operator Supervisor
● First point of contact, fielding and routing telephone calls, responding to customer Inquiries.
● Assist customers with billing issues, directory assistance needs, and upsell new products.
● Develop strong relations with customers and staff to increase efficiency and service.
● Train and orient staff to effectively answer phones while providing quality customer Service in a fast-paced call center setting.
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