Customer Service Representative
Resume:
Christine Raagas
Las Vegas, NV 89141
Email: *********@*******.***
Telephone: 702-***-****
Professional Experience
Health Management System (HMS)- (Sept 2019- Present)
Verification Specialist
Responsible for verifying patient insurance coverage, to ensure necessary procedures are covered by an individual’s provider
Responsible for entering data in an accurate manner to update patient benefit information in the organization’s insurance system and verify that existing information is accurate.
Pacific Dental Services (March 2017- May 2019)
Customer Service Representative (Scheduler)
Responsible for scheduling, rescheduling and canceling patient’s appointments
Responded to emergency calls of various dental offices
Responded to email correspondence of patient’s queries regarding their appointments and scheduled procedures
Williams Sonoma Inc. (September 2016- December 2016)
Customer Service Representative
Responsible for processing customer’s orders ensured that that all orders are received and shipped in a timely manner
Responsible for processing refunds and returns of customers
Responsible for addressing customer queries
Responsible for ensuring customer satisfaction by closing all customer complaints and concerns
Validity Research (June 2016- Nov 2016)
Market Researcher
Conducts surveys for various projects which includes public awareness and public opinion
Ensures that data are gathered accurately
Prime Choice Auto Parts (June 2014- Oct 2015)
Email Support for Customer Service (Home-based)
Responsible for Processing customers’ orders, ensured that all orders are received and shipped in a timely manner
Responsible for processing refunds and part replacement of customers’
Responsible for addressing customer queries
Responsible for ensuring customer satisfaction by closing all customer complaints
Idea to Result (Oct 2013- May 2014)
Professional Appointment Setter (Home-based)
Responsible for making sales call and setting appointments for various outbound campaigns
Coordinated with the client and operations supervisor the validity of sales and appointment set for various outbound campaigns
Wipro BPO (June 2010- April 2012)
Contact Center Supervisor
Telecommunications (Pilot Project) – Collections, Customer Service, and Credit Management
Dynamically involved in the set-up of BCP site for UK telecommunications client for Customer Service s and Outbound Collections business
Redefining the quality standards and developing tracking systems to monitor results.
Coaches and counsels’ agents for performance improvement.
Coaches and counsels’ agents on their performance and offers sound recommendation to improve KPIs
Monitors and conduct side-by-side evaluation of real-time calls
Macy’s Inc St. Louis, MO (June 2008- June 2009)
Customer Service Representative (Credit Services)
Ensured that all team members are delivering in compliance with the client’s service level requirements
Conducts performance appraisal for the team
Monitors and conduct side-by-side evaluation of real-time calls
Handled escalated calls regarding customer’s account status
Coordinated and implemented industry policies and standards.
R Secure Command Security & Protection Service (July 2007- May 2008)
Finance Officer
Prepared and maintained up to date the accounting system, ensuring that all transactions are duly recorded
Assist with the preparation of the monthly and yearly budget
Administered employee files and records in order to ensure accurate payment of benefits, allowances and salaries
Maintained accounts payable and accounts receivable systems in order to ensure complete and accurate records of all transactions and cash flow
ePerformax Contact Center (May 2005 – May 2007)
Contact Center Supervisor
Financial (Pilot Project)- Customer Service and Credit Services
Coaches and counsels’ agents for performance improvement.
Co-coordinated and implemented industry policies and standards.
Monitored service calls, e-mails, and employee performance.
Conducted training for all reps regarding company and industry updates.
Analyzed performance data of all reps and help develop team members
ICT Group (May 2002- May 2005)
Assistant Team Lead
Assisted Supervisor in assessing and analyzing employee performance utilizing several industry programs.
Assist representatives with their queries for customer’s inquiries and complaints in the USA / CANADA, specifically on consumer services, technical support and utility services.
Customer Contact Center (C3) (Nov 2001-March 2002)
Customer Care Representative
Provided customer assistance for the accounts Sony, Dannon and Sportcraft
Provided technical support assistance for Sony tv and remotes
Infonxx (June 2001- Sept 2001)
Customer Care Representative
Provided directory assistance to US wireless and landline subscribers
Wippette Kids New York, NY (Aug 1998- July 2000)
Admin Asst
Created and developed style worksheets for current line
Contacted clients to follow-up outstanding accounts
Contacted suppliers and buyers regarding purchase returns
Reynaldo R. Landero,M.D., Carson, CA (June 1997-July 1998)
Medical Secretary
Prepared bills for patients' account
Assisted the physician in therapy procedures
Contacted Health Management Organizations and followed-up outstanding patients' account
Prepared insurance forms for patients' accounts
Entered patient information in medical database
Francisco P. Yuvienco,M.D., New York, NY(June 1996-June 1997)
Medical Secretary
Contacted insurance companies regarding outstanding patients' account
Managed the physicians daily schedule
Entered patient information in medical database
Scheduled appointments for office visits and surgical procedures
Education
BS Economics
University of Santo Tomas
Philippine School of Business Administration
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