Customer Service Data Entry
Resume:
Kathy Guzman
Customer service expert
Sacramento, CA 95864
***************@*****.***
Secure a position that will enable me to use my strong communication & organizational skills, customer service background, and my ability to work well with people. Polished, professional customer service rep offering:
● 20 years of experience providing customer support in busy call center environments for mortgage, student loan and health insurance industry.
● An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.
● Strategic-relationship/partnership-building skills -- listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes. Authorized to work in the US for any employer
Work Experience
Caregiver/Personal Assistant
Personal Family Member - Sacramento, CA
May 2017 to January 2023
Caregiver for family member and hospice care. Personal needs, medication, errands, meals and child care in their home.
Senior Enrollment Rep
EHealth Insurance
November 2000 to April 2016
Take inbound calls from existing and future policy holders.
● Explain policy benefits and complete applications.
● Present Medicare advantage plans and enroll Medicare beneficiaries in to medical plans.
● Calculate premiums and establish payment method.
● Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas
(speed, accuracy, volume).
● Became the lead "go-to" person for new reps and particularly challenging calls as one of the company's primary mentors/trainers of both new and established employees.
● Helped company attain the highest customer service ratings (as determined by external auditors) -- earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.
Collector I
Edfund/Student Aid Commission
April 1999 to May 2000
Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.
● Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.
Collector I
Edfund/Student Aid Commission
4/99-5/00
● Followed federal and state guidelines and mandates regarding collections.
● Prioritized collection system based on severity of delinquency and amount due.
● Located customers by using credit bureau, addresses, or other valid means.
● Recorded new commitment to repay debt and monitored status.
● Prepared reports and purged system if debt became satisfied or client deceased. Collector II
The Money Store
November 1997 to March 1999
● Contributed to company success by calling consumers to assist with financial difficulties.
● Collected on delinquent accounts for multiple clients.
● Increased consumer satisfaction by keeping a good rapport.
● Watched and maintained accounts with collected dollars.
● Utilized skip tracing techniques to locate consumers.
● Complied with Fair Debt Collection Practices Act. Education
Bachelor's degree in Business Administration
Capella University
2012 to 2014
Associates degree in Medical Transcription
Kaplan University
2008 to 2010
Associates degree in applied science
University of Phoenix
2005 to 2006
Skills
• Transcription
• Medical Terminology
• Insurance Verification
• Clerical Experience
• Cashiering
• Customer Service
• Microsoft Excel
• Medical Scheduling
• Data entry
Certifications and Licenses
Food handlers certificate
March 2022 to March 2023
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