Service Representative Customer

Margaret Hernandez

**** ***** **** ****** • Waco, Texas 76706 • Cell: 254-***-****

E-Mail: *********.**@*****.***

SUMMARY OF QUALIFICATIONS

• Over 23 Years of Responsible Work Experience

• Excellent Customer Service Skills and Experience

• Recipient of 100% Quality Certificates, 2002-2007

• Outstanding Communication and Verbal Skills

• Honest, Loyal and Punctual With Great Resolution Skills

• Always Willing To Learn and Accept New Challenges

• Work well independently as well as part of a team EMPLOYMENT HISTORY

07/16 — 05/17 GENERAL DYNAMICS INFORMATION TECHNOLOGY Waco, Texas FFM Customer Service Representative, Tier 1

Duties: Responsible for providing accurate responses and documentation of inquiries in a large call center environment

• Answered incoming calls, utilizing pre-scripted responses for the purpose of providing basic general and claims-specific information

• Followed established and documented policies and standard operating procedures in adherence to privacy and company rules

• Assisted callers with completing online applications and submitting them electronically to plan providers for processing

09/02 — 10/15 HCSC BLUE CROSS BLUE SHIELD OF TEXAS Waco, Texas Customer Service Associate

Duties: Responsibilities involved handling telephone calls for a large insurance company

• Responded to calls with complete customer satisfaction and ensured all inquiries received adequate and accurate responses

• Achieved first call resolution of members’ needs more than 90 percent of the time SKILLS

• Computer: (Microsoft Word, Excel, Outlook, Pages, Numbers, Quicken)

• Office Equipment: (Fax, Calculator, Copier, Scanner, Multi-Line Phone)

• Tablets, Devices, Facebook

• Can type 40 wpm

AWARDS

Certificate, 100% Quality Certification, 2002-2017 Margaret Hernandez

2737 South 26th Street • Waco, Texas 76706 • Cell: 254-***-**** E-Mail: *********.**@*****.***

REFERENCES

Tina Gonzales

Blue Cross Blue Shield of Virginia

1966 Teasel Court

Woodbridge, Virginia 22192

Tel: 254/498-9056 (home)

Krystal Cervantez

Blue Cross Blue Shield of Texas

601 Avenue I

Waco, Texas 76705

Tel: 254/640-6807 (home)

E-Mail: *************@*****.***

Lora Hernandez

General Dynamics

3909 Gorman Avenue

Waco, Texas 76710

Tel: 254/339-8933 (home)

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