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Center Agent Data Entry

Rochelle Park, NJ, 07662
December 05, 2022

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Susan J. Sandro

*** *. ******* ******, ***. B** Rochelle Park, NJ 07662 201-***-****


Customer Service Representative with strong ability to significantly support attorneys, sales operations, and management. Qualified with broad industry experience in Legal, Insurance, Sales, and Healthcare settings. Meticulous and excellent at juggling multiple tasks and working under pressure. Manage responsibility with minimal supervision, while applied and eager to learn new skills to advance in my role and enhance the organization's success. Fluency in English (oral and written), and conversational Spanish.


•Very close attention to detail, with spot-on problem-solving skills

•Extremely professional and organized

•Strong work ethic and able to take direction

•Excellent writing skills, and command of grammar, and plain English

•Data management in Word, Excel, Outlook, and online media

•Comfort with technology and telephonic equipment

•Fast learner, flexible with changing environments and work independently

•Accomplish goals and work well in a team

Professional Experience

Highmark Health Western and Northeastern New York, Buffalo, New York 09/2022 -- Present Customer Service Sales Assistant

•Outstanding telephonic skills using Avaya one-X phones system to warm and cold transfer, consult, and communicate with Prospects and Licensed Medicare Advisors.

•Fulfill Prospects’ requests for appointments with a Licensed Medicare Advisor, Marketing Materials, and enrollment applications using Agent Cubed and Highmark Producer Portal CRMs.

•Actively participated in Annual Enrollment Period for Highmark Health Medicare plans for the locations of PA, DE, WV, WNY, and ENY Medicare programs.

•Met all production, quality, and adherence standards promptly and efficiently. Attended, and successfully completed all required training classes.

•Tenaciously maintained accurate records and notes for each call and inquiry received.

Bristol Myers Squibb Summit, New Jersey, United States 01/2022 – 07/8/2022 Customer Care Representative

•Received callers providing exceptional listening skills to determine the nature of their call-in order to address their inquiries clearly and precisely in a professional manner.

•Utilized Salesforce and SharePoint software for data entry of customer service information for accuracy and quality control

•Created customer satisfaction survey utilizing Microsoft Word to drastically reduce potential problems.

•Assist in creating, updating, and maintenance of accounts in compliance with REMS program.

•Successfully engage in ongoing compliance and regulatory trainings in all aspects of BMS Pharmaceutical legal updates.

Net-a-porter, Mahwah, NJ 09/2021 - 10/2021 Customer Care Associate

•Ensure that an excellent customer experience is given to every customer, every time

•The first point of contact to resolve customer issues and complaints across multiple channels in a timely manner, communicating through email, phone, live chat, and social media.

•Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond client expectations.

•Assist customers with all lines of enquiry which will include product queries, returns, delivery, registration, payments and more

•Committed to meeting KPI’s including sales, quality, and productivity targets; play a key role in helping the department to achieve its overall goals

•Closely work with my colleagues across Customer Care and internal departments to continuously strive to improve service and knowledge

AST Financial Funds, New York, NY 01/2021 - 3/2021 Client Proxy Representative

•Contact several hundred shareholders regarding proxy voting meetings and secure their votes for shareholder board proposals

•Proficiently master multiple scripts for inbound and outbound calls for A.S.T., and D. F. King for shareholders of Walt Disney, Wells Fargo, and Eaton Vance investors

•Expertly and patiently procure 10+ proxy votes hourly over the phone, with shareholders from all over the United States

•Pending promotion to Quality Assurance team

Kreindler & Kreindler, LLP – New York, NY 01/2019 - 12/2020

Receptionist /Administrative Assistant

•Courteously and confidently direct inquiry calls from Kreindler 9-11 VCF website, Facebook, WOR radio advertisements, USSVTA lawsuits, Aviation and Personal Injury representation.

•Implement and improve upon administrative processes in reception and for back-up coverage.

•Tempered ability to manage visitors, lobby security, and clients during for their visit to the firm.

•Effectively coordinate client and staff appointments in Outlook Calendar.

•Competently manage conference rooms, and meetings including catering with local eateries.

•Successfully earned Notary Republic license for the County of New York in March of 2020.

JLL/ Thomson Reuters Practical Law - New York, NY 05/2013 - 12/2017 Administrative Receptionist

• Front Desk experience including greeting visitors, and responding to telephone and in-person requests for information

Exceptional customer service and interpersonal skills, with discerning ability to interact with vendors, clients, and employees at all levels

Strong ability to be discreet and handle confidential, sensitive information

Excellent oral and written communication skills: typing minimum 50 words per minute

Proficiency in Word, Excel, Outlook, and Internet/social media

R. K. Hughes Insurance - Nutley, NJ 03/2012 – 09/2012 Broker Appointment Scheduler

•Researched client information and data on the internet, prior to contact

•Secured appointments for insurance brokers with cold call phone marketing

•Managed client list of 400-500 companies monthly

•Weekly commission ratio for policy renewals, and new client appointments

Technometrica Marketing Intelligence, Inc. - Ramsey, NJ, 06/2008 - 09/2010 Outbound Call Center Agent

•Telephone interviewing for a National News Organization

•Collected and entered data over the telephone

•Withstood high deadlines and quotas on daily basis


Paramus High School

• High School Diploma

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