Surveillance Operator Customer Service member engagement coordinator

ANGELIQUE CASTILLO

*** ****** *****, ** ***** **-****-***@*********.*** 469-***-****

Objective

Multi-talented customer service professional capable of supporting provision of service before, during, and after transactions to create positive experiences with customers and repeat business. Recognized for resolving complex customer discrepancies by understanding issues, contacting management, and arranging the appropriate accommodations to generate and retain an overall positive experience. Keen eye for building strong customer bases for repeat business and focused on doing the best job possible on the 1st attempt to establish new standards of excellence in the workplace.

Key Qualifications

Reliable self-starter with a positive attitude

Proficient conflict resolution and customer service skills

Excellent in written and verbal communication with keen eye for detail

Capable of working productively both independently and as a team member

Extremely productive in a high volume, high stress environment

Adept in various Point of Sale systems and in Microsoft Office (Word, Excel, and PowerPoint)

Experience

Member Engagement Coordinator

09/2020- Present Signify Health

Provide scheduling up to 40 to 50 insurance providers to clients using workforce and okta to access schedules through 2.0 and Microsoft teams.

Team huddles to go over important information and slack to communicate with team members.

Operate on 2 monitors to use both screens to pull up tabs we need for scripts, emails,meetings, and the other screen for five9 and 2.0 for members profile dial out or inbound calls

Use rebuttals to work with customer conflict.

I use calendar for follow up with client.

Surveillance Operator

3/2020 -10/2020 Stealth Monitoring Addison TX

Operate on 4 different monitors with up to 35 or 42 videos on each,

Look for suspicious activity, criminal acts, violence, and break in’s.

Call out to Matrix to let them know about activity so they can send warning alarms or dispatch police.

7/2015 – Present AMF Bowlmor Garland, TX

Lane Server

Operate company’s point of sale system to produce guest tickets and perform cash out for individual customers.

Provide additional assistance for shoe counter, food counter, and bar.

Exercised the best approaches in upselling to improve sales consistently

Strategically solicited and invited people to take surveys, which helped raised survey scores at store location for getting a specific amount of surveys completed.

Work independently and collaboratively with teammates to keep individual and league sections clean for current and incoming guests.

Education

2010 – 2014 Associates in Science: Eastfield College Mesquite,TX

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