Customer Service Support Specialist

Patricia Pimentel

Pawtucket, Rhode Island

Phone: 610-***-**** - Email: adtmce@r.postjobfree.com

Objective:

To obtain a job where I can utilize my organizational, planning, customer service and management skills to grow within a company.

Experience:

Blue Cross Blue Shield of Rhode Island: Core Agent/Agent Support Specialist – Providence, RI

September 2021-Present

Assist with agent development by answering questions regarding best practices or difficult calls via chat and phone support.

Strong ability to research data, identify trends and recommend appropriate actions.

Worked on telephonic testing enrollment scripts for new enrollments and plan changes.

Served as interim Team Leader: Delegating tasks and cases, monitoring CMS phone queue and handling supervisor calls.

Handled managers Bi-weekly reporting on our team’s productivity.

Supported web inquires by responding to members in a timely manner and assisting them with inquiries/grievances.

Took the lead on the Repeat Caller Project monthly by creating spreadsheets and documenting trends.

Worked on many special projects that required me to work independently as well as part of a group.

Blue Cross Blue Shield of Rhode Island: Sr. Medicare Concierge Agent – East Providence, RI

April 2018-September 2021

Manage large amounts of inbound and outbound calls in a timely manner to meet CMS regulations.

Serve as an advocate for Medicare members by responding to the members’ inquiries regarding benefits, products, services, and policies.

Involved in Medicare Concierge Engagement team to plan activities monthly for the team.

Maintain detailed records of customer interactions and process changes to member’s accounts all while staying compliant with Federal Medicare guidelines.

Performed outbound calls to Provider offices, Hospitals, and billing companies on behalf of members.

Radio Shack: Market Manager – Franklin, MA

July 2015- March 2017

Provided leadership and direction in all facets of operations, visual merchandising and customer service within an eleven-store district.

Managed loss prevention, inventory, and payroll control to increase profitability.

Actively recruited, interviewed, hired, and trained everyone from team members to managers.

Conducted daily/weekly sales and performance conference calls to drive sales and motivate my team.

Lead teams in projects with merchandising and opening and closing locations.

Responsible for creating and maintaining social media accounts for my locations.

Radio Shack: Store Manager – Franklin, MA/Providence, RI

September 2010-May 2017

Produced an outstanding customer experience while establishing long term customers and increasing sales.

Capitalized sales and opportunities by networking with the community.

Responsible for merchandise ordering, scheduling, inventories and operations and sales.

Recruited, hired, trained, and coached staff, increasing productivity and decreasing turnover.

Radio Shack: Assistant Manager – Providence, RI

October 2004-September 2010

Opened and closed store daily, processed paperwork as well as completed deposits.

Enhanced visual merchandising by creating displays to show new and best-selling merchandise.

Assessed customer needs and designed specific solutions to meet all requirements.

Helped customers with suggestive selling and best in class customer service.

Education:

Bachelor of Science in Sports/Entertainment/Event Management

Johnson & Wales University 2004-2008.

Achievements and Certifications:

Store Manager of the Year 2013: Ranked 81 out of 4400 stores in multiple performance metrics.

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