Customer Service Representative

Oscar Caldera

Call Center Customer Service Representative

(Inbound Calls)

Pico Rivera, CA 90660 ***********@*****.*** 562-***-****

Seeking a position to apply my experience and knowledge I have gained to better my skills I have in Customer Service. Very dedicated to my work and always do my best to satisfy the customer and my management. With over ten years of Customer Service and an understanding of cash flow (business credit card accounts & hands on), I know I am the person for this position. Open minded and listen to others opinions and perspectives.

WORK EXPERIENCE

W.I.S. INC.- 12/2019 – Current

I do inventory for contracted companies. A team is scheduled depending on how big the company is to and count inventory the company may have. I have also been certified to drive a Scissor Lift 3a in if there was a need to reach high places like in a warehouse for example.

Molina Healthcare (temp.) 12/11/2017 – 04/01/2018 Long Beach CA.

Customer Service Online Representative

At Molina I was part of a new online department that was being tested out to improve and lower the high number of calls on queue across several departments. What we did was provide guidance to our member and providers so that they were able to create a new online portal account, sign back into their account, which we did a lot of troubleshooting from our end. Had to make sure the member/provider were using either Microsoft internet or google chrome and this went for both on a computer/laptop and mobile device. With iPhone’s however, was a little trickier to work around at first since their default browser is safari. We also assisted with advising of possible passwords that could be used when it was time to create a new password. This was common due to the time limit set for passwords to expire. With our providers we assisted with updating whoever the primary provider (Doctor/Manager) is so that we would be able to fully assist them with any claim information needed. An email would be sent to the provider to fill in the information on the new Primary with instructions to fax back to fax # provided in the email. We also connected our members/providers to the correct department that would better assist with the call. “One call resolution” is pretty much a priority of mine on every call I answer.

Refunds Today (seasonal) - 12/2016 - 04/2017 Santa Fe Springs

CA.

Customer Service/Tech Representative

Inbound call center for a tax preparation software company. I was part of the support team that dealt with issues similar to the tech. department., If we weren’t able to fix the issue then we transfer the call directly to the Tech. department. Guided customer through online site, assisted with registration. Install and or uninstalled old and new software as needed. Always used Team Viewer for practically every call that allowed us to work on the customer's computer remotely from our end.

Uber & Lyft – Driver (Rideshare) – Provide transportation to customers that request a ride through from a mobile app to their desired location

03/2018 – as of now 2019 06/2016- 08/2017

Valley Music Travel

Coachella Fest & Stagecoach Venues

Sun City Mall Palm Desert - Shuttle Coordinator Manager – 04/2019

This year I was offered the manager role at my regular location. As the location manager at the hub for our shuttles, I was in constant communication with two other locations for the Palm Desert Route our shuttles would follow. From my location I would dispatch a shuttle to follow the route and go to the second based location then to the third based location. From there the shuttle would head to the fairgrounds of the festival. Shuttles would be dispatched every 15 minutes from each location. If and when a location was to get swamp with guests all of a sudden, then I would just a one to two empty shuttles as needed to that location directly. I did manage four other coordinators which I each assigned certain tasks. Made sure we all took our breaks and lunches correctly since we were working 10+ hour shifts.

Sun City Mall Palm Desert - Shuttle Coordinator Manager – 04/2018

Sun City Mall Palm Desert - Shuttle Coordinator - 04/2017

Hyatt Grand Champions - Shuttle Coordinator - 04/2016

Greet guest as they get off the bus with a smile and knowledge of the shuttle program. Check for shuttle credentials (RFID if appropriate) to ensure each patron/ guest is a customer of ours. Help Shuttle Staff Manager with crowd control while patrons are waiting for buses. Must have good communication/ customer service skills to interact with the patrons to answer any and all questions: i.e.: When does the shuttle pick up? When does the shuttle drop off? How many times can I ride the shuttle?

Ria Financial -12/15 -01/16

Customer Service Advocate (Inbound Call Center) Buena Park CA.

I worked in the digital department (online dept.). In Digital, we only assisted customers that had placed their order transfer though our online website, RiaMoneyTransfer.com. We had several forms of contacting us, by phone, email and chat. We would do modifications on line orders. We would email the correspondent banks requesting an Explanation of status, Proof of payment, Cancellations. We would explain the timeframes on the three different ways the customer is able to make a transfer. Any order that was placed and was not done online, we would connect them to the department.

Western Dental Services Inc. – 08/14-11/14 Orange CA.

New Patient Representative (Inbound Calls)

(Temporary position)

Working in the Dentistry field opened a new door to grow and better my skills in Customer Service. I received inbound calls to book an appointment for new and existing patients paying cash or with insurance through their employer. I was later trained to take new & existing patients with Medicare/Medi-Cal insurance. With Medicare/Medi-Cal patients, we had to check if their insurance was currently active or not active. By doing so, with an active account we would verify the type of Medi-Cal coverage the patients has, go over the coverage and info with the patient, copy & paste the verification generated as of that date and time into the noted where I would the proceed to booking the appointment. Before ending the call we offer a free Orthodontic Screening for braces (cross sell).

Coachella Fest –April, 2013

Customer Service

Monitored the restroom at different locations within the festival, making sure men went in the men’s side only.

*Work gap due to my recovery from fracturing my ankle and from the surgery that need to be done*

Bank of America -09/06-02/11 Brea CA.

Business Card Representative (Inbound Calls)

Four and a half years’ experience in Credit Card Services

Business Credit Card Services

Working in Business Lending Credit Card, I have established an excellent

Business relationship with many of our business customers. This is key to Customer Satisfaction. I am very knowledgeable of how a business credit card/ line of credit accounts work. On Saturdays I have had the pleasure of experiencing more of a leadership role by floor walking. Personally, I enjoy helping new coming associate’s double check and verify the right process and procedures on certain requests a customer may have. With my experience I have also learned to handle customer complaints and de-escalate supervisor calls.

Check into Cash - 11/05-02/06 Anaheim CA.

Customer Service Representative

Perform daily banking procedures of withdrawing and depositing store funds. Perform all actions needed to open and close the store, complete all security checks daily, complete daily reports, and perform other duties or instructions legally required by management. Assist center manager in meeting and exceeding all financial goals, collection duties on all accounts past due, sending notices, making field calls, assist with daily transactions including customer service issues, open new accounts, bank transactions and delinquent accounts.

Customer Service Representative (CSR)

Cash Handling

Filing

Collection calls

Approving Payday Advances

Vista Grill Supervisor Palm Desert CA.

Dell Webb Sun City - 04/04-08/05

Supervisor

Made orders for the store with different vendors and merchants

Main cashier

Host/Bus boy

Customer Service

Disneyland -05/01-04/04 Anaheim CA.

Store Operations - on the floor hostess/cashier for three years

*Good guest servicing skills (Bilingual)

*Know how to work with others in different environments

*Cash handling

Stock/Runner - two years

Hard worker, always doing what needs to be done, fast learner and dedicated.

Education

High School Diploma

El Rancho High school

Pico Rivera CA. 1997 to 2001

QUALIFICATIONS (SKILLS)

Bilingual

Customer service

Call Center (CSR)

-Business Credit Card Accounts

-Phone orders & shipping product out

Computer/ typing skills

●10 Key

Cash handling

Filing

Collection calls

REFERENCES

●Nancy Payne. 951-***-****.

●Eric Songco 562-***-****

●Courtnie Williams 562-***-****

Contact this candidate