Customer Service Representative
Resume:
COLLEEN STONE
La Grange, CA *****
***************@*****.***
Customer Service Representative with experience in Salesforce Work from Home
Knowledgeable in the various insurances offered.
Ability to explain the various coverages and copay and coinsurance of each policy. Highly effective and comfortable working with people at all levels in the organization. Dependable and reliable
Touch typing (65 wpm)
Analytical and Critical Thinker
Organized, independent worker
Authorized to work in the US for any employer
Work Experience
CSR - Customer Service Representative
Covered California Ttec - Sacramento, CA
Present
• Assisted customers with a warm and professional attitude
• Processed Health Insurance enrollment and terminations
• Assisted customers with questions
• Understand and have the ability to explain the difference in policies: ie premium costs compared to out-of-pocket costs when choosing coverage.
• Ability to discuss with consumers questions concerning deductibles and coinsurance costs
• Managed customer accounts
• Informed consumers of different offerings from Insurance Companies within the Covered California Insurance Exchange.
• I entered into Salesforce a record of each call and the outcome of the interaction with the consumer.
• I am experienced in using two monitors and a headset.
• Unblocked email accounts and reset passwords for the consumer.
• Upon request, I sent 1095A and 3895 tax information to the consumer.
• I worked with Interpreters to accommodate the consumer in reaching a successful outcome with any questions or enrollment assistance.
Senior Financial Analyst
UC Berkeley - Berkeley, CA
Prepared billings and billed other departments using Information Systems and Technology services Prepared Recharge Proposals that determined the cost of each service being used by other departments Reconciled monthly ledgers
Assisted in the budget process; year-end close and creating budgets for the next fiscal year Presented proposals to Department leaders within Information Systems and Technology Worked with individuals from other departments and across campus to understand their needs in what services were needed from Information Systems and Technology Data entry
Created website and its content, along with updating as needed for Information Systems and Technology The position was remote two days a week for seven years Developed spreadsheet models for diverse projects and analyses. Created and maintained precise and accurate models, charts, and reports. Collected data and developed detailed spreadsheets to identify trends and create revenue, profitability, and expense forecasts
Handled internal and external inquiries and complaints submitted by the accounts payable clerk, finance director, and other department heads, providing outstanding customer service when resolving issues Budgeted active and proposed projects by accurately determining pricing, margins, and risk factors. Collaborated to develop and maintain targeted profit plans to sustain growth Executive Administrative Assistant
UC Berkeley - Berkeley, CA
Responded to emails and other correspondence to facilitate communication and enhance business processes
Organized and updated schedules for executives
Used software to coordinate meetings, appointments, and tasks for senior executives Handled scheduling for executive's calendar and prepared meeting agenda and materials Scheduled appointments and handled calendars for senior leadership Prepared presentations, materials, and documentation for use executives in meetings and engagements Coordinated and booked airfare, hotel, and ground transportation. Prepared itinerary to facilitate successful trips
Transcribed phone messages and relayed them to appropriate personnel Coordinated complex annual meeting involving multiple presenters, a high number of global attendees, and a robust budget encompassing live stream production, remote location arrangements, and senior executive accommodations
Organized and coordinated conferences and monthly meetings Processed travel expenses and reimbursements for the executive team and senior management group Transcribed minutes of meetings and executed meetings and events for the company to support sales, business development, and senior management teams
Seamlessly interacted with colleagues to plan and complete special projects Used advanced software to prepare documents, reports, and presentations Screened calls and emails and responded accordingly to support executive correspondence Organized and updated schedules for executives.
Seamlessly interacted with colleagues to plan and complete special projects. Organized and coordinated conferences and monthly meetings. Education
Certificate in Court Reporting
Stenotype Institute - Sioux Falls, SD
January 1974 to June 1977
Some College in Business
South Dakota State University - Brookings, SD
September 1971 to June 1972
High school diploma in High School courses
O'Gorman High School - Sioux Falls, SD
September 1967 to May 1971
Skills
• Touch typing (65 wpm) Analytical and Critical Thinker. Organized, independent worker, productive. Social perceptiveness. Financial Analysis. Approachable and Outgoing. Financial Statement Preparation. Adaptable and Flexible. Speaking clearly, correctly, and concisely. Balanced Work Ethic. Salesforce Experience, Integrity and Transparency. Thrive Under Pressure. (10+ years)
• Data Entry
• Typing
• Microsoft Excel
• Customer Service
• Microsoft Word
• Journal Entries
• General Ledger Reconciliation
• Google Suite
• Windows
• Customer support
• Expense management
• Travel planning
Certifications and Licenses
Driver's License
CDL
Assessments
Typing — Proficient
August 2022
Transcribing text
Full results: Proficient
Call center customer service — Highly Proficient
August 2022
Demonstrating customer service skills in a call center setting Full results: Highly Proficient
Filing & organization — Proficient
August 2022
Arranging and managing information or materials using a set of rules Full results: Proficient
Administrative assistant/receptionist — Proficient August 2022
Using basic scheduling and organizational skills in an office setting Full results: Proficient
Customer focus & orientation — Expert
July 2022
Responding to customer situations with sensitivity Full results: Expert
Customer service — Proficient
August 2022
Identifying and resolving common customer issues
Full results: Proficient
Data entry: Attention to detail — Highly Proficient August 2022
Maintaining data integrity by detecting errors
Full results: Highly Proficient
Attention to detail — Proficient
August 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Proficient
Scheduling — Proficient
August 2022
Cross-referencing agendas and itineraries to avoid scheduling conflicts Full results: Proficient
Medical receptionist skills — Highly Proficient
August 2022
Managing physician schedules and maintaining accurate patient records Full results: Highly Proficient
Basic computer skills — Highly Proficient
August 2022
Performing basic computer operations and troubleshooting common problems Full results: Highly Proficient
Verbal communication — Proficient
August 2022
Speaking clearly, correctly, and concisely
Full results: Proficient
Working with MS Word documents — Proficient
August 2022
Knowledge of various Microsoft Word features, functions, and techniques Full results: Proficient
Protecting patient privacy — Highly Proficient
August 2022
Understanding privacy rules and regulations associated with patient records Full results: Highly Proficient
Recruiting — Expert
August 2022
Managing the candidate sourcing and selection process Full results: Expert
Office manager — Proficient
September 2022
Scheduling and budgeting
Full results: Proficient
Project timeline management — Highly Proficient
September 2022
Prioritizing and allocating time to effectively achieve project deliverables Full results: Highly Proficient
Written communication — Proficient
September 2022
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Management & leadership skills: Impact & influence — Expert September 2022
Choosing the most effective strategy to inspire and influence others to meet business objectives Full results: Expert
Customer focus & orientation — Expert
July 2022
Responding to customer situations with sensitivity Full results: Expert
Customer service — Proficient
August 2022
Identifying and resolving common customer issues
Full results: Proficient
Supervisory skills: Motivating & assessing employees — Highly Proficient September 2022
Motivating others to achieve objectives and identifying improvements or corrective actions Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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