Service Representative Call Center

OBJECTIVE: Customer Service/Benefits Enroller/Telesales

CORE COMPETENCIES

Bilingual: Fluent in English and Spanish

Skilled in office procedures, equipment and Microsoft Office

Monitored and maintained confidential files HIPAA compliance

Excellent Customer Service skills

Detail and result oriented team player

Possess a strong work ethic, self- motivated and aptitude for learning new software programs

Licenses: Life, Health and Accident

EDUCATION

Bachelor of Science in Business Education Options in Office Administration and Marketing

California State University Los Angeles, Los Angeles, CA

Certificate in Management

Redlands University, Redlands, CA

Los Angeles Valley College, Los Angeles, CA

Human Resources Academy

PROFESSIONAL EXPERIENCE

LTCG – Customer Service Representative

Long Term Care Group Via Insight Global/Arlington, VA - 06/2021 – 11/2021

Answered and responded to telephone inquiries regarding Long Term Care benefit administration and policy owner eligibility, benefits and payment status in a call center environment using multiple screens

Documented all calls and related correspondence using the LTCG insurance systems and other proprietary tools and office processes, followed-up calls and pending service requests.

Provided prompt, courteous and excellent service to internal and external customers at all times. Actively cooperated and interacted with other departments requesting and reviewing quotes for members

Handled multiple products and services intermittently while meeting established service requirements and standards.

Acted with a sense of urgency and took ownership regarding aspects of call management and escalation of issues. Ensured issues are referred to appropriate areas leveraging internal relationships to ensure efficient issue resolution and involving leadership when necessary.

Performed other duties and projects as assigned, mailed requested information regarding their long-term policy. This includes updating databases and recording information in the proper location.

ATCS - Case Manager

ATCS - Renters Assistance Program Via Insight Global/Arlington, VA - 03/2021 - 06/2021

Provided virtual support to renters and landlords applying for financial assistance to prevent renter displacement as a result of economic impacts caused by COVID

Reviewed and evaluated applications for financial assistance and coordinated with applicants to verify and collect information required to complete the application process

Assisted with issue resolution and coordinated with supervisors on process changes

Worked remotely and independently according to a pre-set schedule. Served as the day-to-day point of contact for applicants and performed inbound and outbound calls

Ensured delivery of the program in accordance with all relevant federal and state rules and requirements, including the secure handling of confidential data

Completed all training requirements and adhered to company policies and procedures

Sales Floor Support/Merchandise and Inventory/Customer Service

J.C. Penney, Northridge, CA – 09/2019 – 01/2020

Provided excellent service to customers, approached them and assisted in their selection

Promoted Sales by offering reward programs and opened accounts for new customers

Utilized cash register and mobile devices in express checkout. Provided support for Women’s, Juniors and Children departments. Performed other duties as assigned by manager

Sales Associate/Customer Service

Nordstrom Rack, Porter Ranch, CA – 02/2019 – 06/2019

Responsible and accountable for keeping the department runway ready

Remerchandised, displayed, re-ticketed and performed other duties according to procedures

Provided the best service to customers, approached them and assisted in their selection

Promoted Sales by offering rewards program accounts. Utilized cash register and mobile devices in express checkout. Provided sales floor support for different departments of the store

Health Plan Benefits Enroller

HIXME, Westlake Village, CA – 10/2017 – 02/2019

Answered inbound calls from employees inquiring about their employers’ group benefits and made outbound calls to members and providers in a call center environment

Explained in detail their benefits concerning health, dental, vision and supplemental plans

Enrolled group employees in various health insurance options suitable to their individual needs

Provided information on selected providers under PPO, HMO, EPO networks

Researched and navigated through various programs. Enrolled employees in their benefits

Completed documentation, recorded and updated information in the database of all activities

Health Plan Advisor/Bilingual Inside Sales Agent

Anthem Blue Cross Via Populus Group, Woodland Hills, CA – 10/2013 – 04/2017

Responsible for the retention of existing members handling inbound and outbound telephone calls

in a call center environment tracking every call and documenting daily in databases

Accountable for increasing member retention by working with members who received rate increases

Completed applications with customers over the phone, provided quotes, recommended different options and also assisted them in enrolling on line. Utilized scripts for discovery on specific needs

Optimized closing opportunities utilizing all sales tools and resources and cross-sell additional products

Maintained efficient record keeping system and ensure all business is tracked in salesforce processes

Worked cooperatively and professionally with departmental and inter-departmental colleagues

Ability to work independently and in a team environment with limited supervision

Attended department meetings, trainings and became certified and licensed to sell in fourteen states

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