Customer Service Representative

MELISSA TORRES

Brooklyn, NY ***** 347-***-**** ****************@*****.***

Hardworking customer service representative, bringing 25+ years of experience meeting customer needs via telecommuting roles. Skilled at listening to customers, meeting productivity targets and maintaining current knowledge of company offerings. Offering empathy, reliability and enthusiasm for satisfying customers.

Bilingual- English/Spanish

Outstanding Customer Service

Microsoft Office Suite, Outlook, Zoom.

Time management/ Calendar management

Training/Development

Call center experience with positive language and complain procedures

Pharmacy Experience Agent, 07/2021 - Current

Capsule Pharmacy – New York, NY

Built relationships with clients using active listening and issue resolution to provide excellent service. Investigate and process claims swiftly to keep customers satisfied. Communicate with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists. Answer customer questions regarding prescribed medications, over-the-counter products, and insurance coverage. Receive 100+ inbound calls per day, and process medication refills and new orders. Coordinated with physicians and insurance agency representatives for speedy resolution of prescription discrepancies. Customer Service Representative, 06/2019 - 03/2020 Advanced Pest Management

Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel. Updated dispatchers frequently to convey changes such as route issues or weather delays potentially impacting delivery schedules. Managed administrative functions, including complex calendar management for 13+ employees. Delivery Coordinator, 04/2018 - 02/2019

Woodhull Rx

Prepared 700+ weekly medications to be delivered by the drivers Scheduled 75+ daily deliveries, monitored progress and communicated updates to customers. Accurately recorded delivery, payment and route information using 'Prime Rx and On Fleet systems'. Reported customer questions, issues and complaints to management, and completed customer satisfaction evaluations. Customer Service Representative, 03/2007 - 04/2018 KingTeleServices

Worked with NYPD, Parking Violations Bureau and various city agencies to create effective solutions for thousands of New Yorkers. Assisted 200+ daily clients with information and referrals. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Answered customer telephone calls promptly to avoid on-hold wait times. Office Manager, 12/2006 - 04/2012

Jackson Hewitt

Contacted the IRS and resolved issues pertaining to tax related matters and payment issues. Prepared 50+ daily tax returns, extensions, tax planning calculations and write-ups for all types of organizations and entities, including individuals.

Maintained complete records of client tax returns and supporting documentation in secured areas. Facilitated workshops and trainings for 100+ newly hired tax prepares. Performed customer transactions of $100,000+ for money orders, cashiers checks, deposits and withdrawals. Suffolk County Community College (Some College) - Selden, NY Test Assessing Secondary Completion (TASC): 2021

Henry Street's Adult Literacy Program (HSE) - New York Henry Street Settlement—Workforce Development Center- Hello to Hire: Workplace Leadership, New York, NY, 2021 PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

EDUCATION

CERTIFICATIONS

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