Customer Service Representative
Resume:
Mindy J. Merida
Heidrick, KY *****
************@*****.***
Willing to relocate: Anywhere
Authorized to work in the US for any employer
Work Experience
Tier II Technical Support
KECH, Inc. - Remote
June 2021 to February 2022
• Supports DOD internally
• Provides support to DSO or DMDC Support Office by assisting military service members
• Verification of Tricare Eligibility for Sponsors Veterans, Civil Service employees, Reservee,etc
• Supports Tier 1 Web Support for DS Log on My Access Center for all VA partner sites
• Opens Customer Care cases and DAC to maintain accurate resolution to service member issues
• Uses Knowledge Based documents to provide and support the Defense Manpower Data Center information accurately and to the best of my knowledge
• Ensures all DEERS contact information is up to date and etc. Data Entry Clerk
Exela Technologies - London, KY
March 2020 to May 2020
1. Input data for the Kentucky department of revenue (corporate taxes business taxes) 2. Insured accurate information was being imputed to process returns 3. Required to maintain steady pace while processing information from return Furloughed due to COVID-19
CSR - Customer Service Representative
General Dynamics Information Technology - Barbourville, KY April 2018 to December 2018
CSR for USCIS
• Completed inbound requisitions using new STARS Program for immigration records
• Assist customers with inquiries about immigration Laws, Reforms and potential program information
• Assist callers with information on application fees, etc.
• assisted callers with problems concerning immigration status and application
• Trained to use Salesforce for CRM skills
• received caller accolades as well as high quality Customer Service Representative
Conduent - London, KY
February 2017 to June 2017
• Answered inbound calls for Direct Express Debit Cards Contract
• Assisted cardholders with pin resets
• Assisted cardholders with transaction data, card balances etc
• Collected and recorded callers information for refund claims, fraud alerts
• Processed information for lost, damaged or stolen cards
• Documented key information related to complaints, issues, reason for assistance needed. Medical Laboratory Technician
National Pain Care - London, KY
November 2014 to August 2016
• Responsible for collecting and processing samples during -analytical, analytical and post analytical stages of the laboratory on Olympus AU400 analyzer.
• Perform evaluation studies, QC monitoring, Calibrations
• Record and maintain maintenance on a daily, weekly and bi-annually bases.
• Maintain inventory and all consumables
• Complete reference lab orders
• Package and ship samples to Lexington, KY for further testing using LC-MS confirmation
• Print patient reports to scan into EMR and maintain EMR records/results
• Communicate monthly with Lab Director
Practicum Student Intern
Southeast Ky Technical and Community College - Middlesboro, KY August 2012 to May 2014
• Knox County Hospital: 120 Hrs
• Rockcastle Regional Hospital: 120 hrs
• Middlesboro ARH/ On-Campus Clinical : 120 hrs
• Each clinical rotation we were required to complete a minimum of 120 hours, earning a total of 480 hours of hands on clinical experience in the laboratory Education
Associate in Applied Science Medical Lab Technician Southeast Community College - Middlesboro, KY
August 2009 to May 2014
Associate in Art
Southeast Kentucky Community and Technical College - Middlesboro, KY August 2009 to May 2011
Associate in Science
Southeast Kentucky Community and Technical College - Middlesborough, KY August 2009 to May 2011
Skills
• Outlook (10+ years)
• Microsoft Word (10+ years)
• Customer Service Representative (2 years)
• Laboratory (6 years)
• Customer Support (2 years)
• Customer Care (2 years)
• Specimen Collection / Processing (4 years)
• Inventory Control (6 years)
• Administrative Assistant (1 year)
• Quality Control (6 years)
• Phlebotomy (5 years)
• Urinalysis (6 years)
• Laboratory Information Management Systems (6 years)
• EMR Systems (6 years)
• Call Center
• Customer Service
• CSR
• Venipuncture
• Pain Management
• Medical Office Experience
• Microbiology
• Laboratory Procedures
• Data collection
• Vital Signs
• Laboratory Management
• Anatomy Knowledge
• Hospital Experience
• Word processing
• Patient Care
• Physiology Knowledge
• Medical Terminology
• Triage
• Quality Assurance
• Technical Support
• Medical Records
• Specimen collection / processing (4 years)
• Serving
• Clerical experience
• Documentation review
• Communication skills
• Microsoft Excel
• Time management
• Microsoft Office
• Microsoft Outlook
• Analysis skills
• Salesforce
• Data entry
• Analysis skills
Languages
• Spanish - Beginner
Certifications and Licenses
Phlebotomy for the Healthcare Worker
September 2012 to Present
• I earned a "Phlebotomy for the Healthcare Worker" certificate in 2012 by Southeast Ky Community and Technology College in Middlesboro, Ky. after completion of coursework, training and clinical rotations. I fully completed the coursework as well as clinical rotations plus sticks and hours to earn this certificate.
Physicians Office Laboratory Certificate
May 2013 to Present
• Upon the completion of my first year of the Medical Laboratory Program at SKCTC, I received a certificate titled "Physicians Office Laboratory" certificate certifying me to work in a office lab that usually only requires waived testing or some approved moderate complexity testing approved by the accreditation agency. It certifies that I have completed all coursework related to waived testing and moderate complexity and can efficiently perform in an physicians office setting. Assessments
Customer Focus & Orientation — Proficient
August 2019
Responding to customer situations with sensitivity. Full results: Proficient
Scheduling — Proficient
January 2020
Cross-referencing agendas and itineraries to avoid scheduling conflicts. Full results: Proficient
Sales: Influence & Negotiation — Highly Proficient January 2020
Persuading reluctant customers to buy products or services, and influencing and negotiating with customers to meet sales goals.
Full results: Highly Proficient
Verbal Communication — Proficient
January 2020
Speaking clearly, correctly, and concisely
Full results: Proficient
Medical Lab Procedures - Phlebotomy — Highly Proficient January 2020
Selecting proper supplies based on physician orders for specimen collection protocol. Full results: Highly Proficient
General manager (hospitality) — Proficient
January 2021
Solving group scheduling problems and reading and interpreting P&L statements Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Contact this candidate