RAMONA CORNETT

**** ****** **** ***, ******, Texas, 75846, US • 713-***-**** • adyqig@r.postjobfree.com Customer Service Representative with over 25 years of Customer Service experience in fast-paced, team-oriented environments. Microsoft Outlook

Call center transactions

Customer-oriented

Organized

Document control

Grammar

Adaptive team player

Creative problem solving

Critical thinking

People-oriented

Active listening skills

Typing 50 WPM

Courteous demeanor

Motivated team player

Quick learner

CRM/Salesforce

Customer service

Data entry

Remote Customer Service

Client Service Representative II/remote - April, 2020 to July, 2023 Empyrean Benefit Solutions - Houston, TX

Billing and COBRA specialist. Addressing Cobra questions and elections and updates to coverage along with billing and payment questions for Leave of absence and Long Term Disability for employees and retirees. Assisted with the Form 1095 call center for questions and reprints to meet the coverage requirements.

Provided high quality client and member-focused service using knowledge of health plans, products, systems, and procedures to meet or exceed client and member expectations. Answered questions and resolved issues based on phone calls, emails, and internet inquiries from members and clients; access information from a variety of systems and references; and focused on identifying problems and achieving the best solution. Exhibited effective oral communication skills with internal and external customers. Utilized systems to track all events and outcomes and educated customers on a daily basis through routine calls. Answered questions and resolved issues based on phone calls, emails, internet inquiries from members, clients and others. Client Services Representative I - June, 2014 to April, 2019 Empyrean Benefit Solutions - Houston, TX

Benefits Specialist, Client Service Representative, in a call center setting for corporate health benefits administration. Provided high quality client and member-focused service using knowledge of health plans, products, systems, and procedures to meet or exceed client and member expectations. Answered questions and resolved issues based on phone calls, emails, and internet inquiries from members and clients; access information from a variety of systems and references; and focused on identifying problems and achieving the best solution. Exhibited effective oral communication skills with internal and external customers. Utilized systems to track all events and outcomes and educated customers on a daily basis through routine calls. Answered questions and resolved issues based on phone calls, emails, internet inquiries from members, clients and others while maintaining consistent quality. Also acted as a billing specialist on the billing services team and the Form 1095 team. Professional Summary

Skills

Education

Work History

Customer Care Manager/remote - September, 1997 to November, 2011 Continental/United Airlines - Houston, TX

Sales Rep in domestic and international markets / Relief Supervisory Support / Walt Disney Sales Rep / Customer Care Manager. Assisted MeetingWorks department with tracking and analysis of Corporate express e-ticketing, generating a revenue of $990K for 2002. Research corporate sales and revenue through Excel. Handled 80-100 calls per day from agency and corporate customers in a supervisory function to support positive customer relations. Solicited OnePass enrollment on all reservations with special emphasis on high yield reservations promoting Elite Access. Secured incremental revenue of $550K within 4 months for Revenue Accounting. Worked 6 months for Walt Disney World as a third party contract in reservations sales. Worked as a successful Customer Care Manager providing exceptional customer service for our passengers. Helped passengers with refund questions and requests in addition to providing in depth research regarding past tickets and billing issues. Also recorded compliments and complaints for passengers providing compensation when applicable following corporate and government policies and procedures.

Counseling - Master of Education - 1996

Sul Ross State University - Alpine, TX

Criminal Justice - Bachelor of Science - 1992

Sul Ross State University - Alpine, TX

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