Customer Service Representative

Sylvia Mercado

Orlando, FL *****

Ph. 407-***-**** adx1js@r.postjobfree.com

Professional Summary

Accomplished and personable Customer Service Agent, with 8 years of experience, Completes multiple tasks simultaneously, works independently and exceeds expectations. Proficient in Microsoft Office Suite and Outlook. Excellent communication skills and exceptional telephone etiquette and customer service. Accustom to handling sensitive and confidential material. Keen attention to detail and accuracy, able to meet tight deadlines without compromising quality.

Skills

Proficient in Microsoft Office Software

Accuracy and attention to detail

Active Listening/Problem Solving

Excellent Communication and Writing Skills

Strong Interpersonal Skills

Critical Thinking

Experience

Aston Carter, Orlando FL Contractor July 2021 – January 2023

Customer Service Representative

Change Healthcare

My Advocate CSR

Made inbound and outbound calls to Medicare Claimant, informed them of the Medicare Savings Programs, provided education and assistance for enrolling into the Medicare Savings Programs.

Conducted interview to see if claimant qualified for the Medicare Savings Programs

Referred claimants to appropriate health care services or resources.

Maintained knowledge of community services and resources available to claimants

Provided records of customer interactions or transactions, recorded details of inquiries, complaints, or comments, as well as actions taken.

Hpone Customer Service Representative

Contractor

Made inbound and outbound calls to claimants, answered applicant’s questions about benefits and claim procedures.

Explained features, advantages, and disadvantages of various policies to promote sale of insurance plans.

Checked to ensure that appropriate changes were made to resolve customer’s problems

Knowledge of healthcare, documentation, and facilities.

Addressed customer inquiries and needs which may be related to plan benefits and coverage.

Followed up on retention calls, made sure claimant received their Medicare cards/packets

Leasing Consultant

Apartment Property Management Services, LLC August 2017 - May 17, 2021

Received all telephone calls and in-person visits. Greeted prospects, (ask questions; utilize completed guest cards) Prospect completed application and secured deposit in accordance with the company procedures and Fair Housing requirements.

Completed maintenance Service Request and informed the maintenance team.

Submitted processed applications to the Property Manager for approval. Followed up with applicant regarding status.

Administrative Assistant October 2014 - August 2017

Children’s Home Society of Central Florida-Winter Park, FL

Inputted data entries into Excel spreadsheet, created, maintained, and entered information into ETO Electronic database management.

Maintained supplies inventory by checking stock to determine inventory level, anticipated needed supplies, placed and expedited orders for supplies, verified receipt of supplies.

Operated Office equipment, such as fax machine, copier, phone systems, and arranged for repairs when equipment malfunctioned.

Proofread documents, records, or other files to ensure accuracy, and met demanding deadlines. Maintained file records, tracked weekly time sheets for employees.

Contributed to team effort by accomplishing individual tasks for employees as needed.

Answered telephones, screened and referred calls, messages, opened, organized, and screened mail.

Customer Service Representative April 2014- August 2014

Rescare Workforce Central Florida

Answered telephones, and scheduled appointments to proper case managers.

Assisted youth with job referrals, resumes, and interview skills.

Inputted data into Excel spreadsheet and referenced client’s information.

Maintain file records, bus pass, gift cards, and gas cards.

Called and scheduled candidates for job interview with main supervisor.

Utilized fax and copier machine.

Education and Certifications

Medical Coding Certificate, Valencia College, Orlando Florida January - 2010

Office Support Certificate, Valencia College, Orlando, Florida January - 2010

Associate Degree in Secretarial Science, Monroe College, New Rochelle, New York April - 1991

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