Service Representative Sales Associate

Dulce V. DeLeon

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

Marietta, GA 30060

M: 770-***-****

********@****.***

Career Overview

Customer Service with 8+ years of experience working in diverse and fast paced environments. Team player, fast learner, and strong computer skills.

Core Strengths

● Excellent communication skills

● Bilingual (English and Spanish)

● MS Windows proficiency

● Computer knowledge/ proficiency

● Fast learner with a wide range of practical skills

● Multitasking

● Energetic work attitude

● Customer service oriented

Work History

Centene Atlanta, GA

Member Service Representative I

Nov. 2019 – Present

● Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources

● Provide assistance to members and/or providers regarding website registration and navigation

● Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application

● Process written customer correspondence and provide the appropriate level of timely follow up

● May coordinate member transportation and make referrals to other departments as appropriate

● Maintain performance and quality standards based on established call center metrics including turn-around times

Benevis Marietta, GA

Patient Service Representative / Quality assurance Sept. 2010 - Jan. 2018

● Schedule patient appointments

● Update demographic information for accuracy

● Very knowledgeable of Medicaid and Commercial Insurance Plans

● Follow HIPPA guidelines when speaking with patients

● Handle customer escalations while following proper schedule guidelines

● Helping patients with question, concerns and complaints

● Deliver quality performance feedback to call agents and management

● Actively participate in quality calibration sessions with quality team members and call center management

● Assist with identifying and providing training in response to trends and patterns identified

● Assist with developing policies, procedures, and performance standards for call centers

● Assist with servicing Member

MetroPCS Marietta, GA

Sales Associate

Oct. 2008 - Nov. 2009

● Works as a team member performing cashier duties, product assistance and cleaning while providing excellent customer service

● Accurately balances cash drawer after every shift

● Handles cash stock and inventory balances, ensures superior customer experience by addressing customer concerns, demonstrating empathy, and resolving problems on the spot Education

August 2008

Adult Education Center GED

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