Customer Service Data Entry

Tanya B. Gonzales, CPhT

New Haven, CT • 475-***-**** • *************@*****.***

A dedicated professional with over 25 years of diverse customer service and administrative experience. Motivated and conscientious, I take pride in problem-solving and supplying quick and accurate responses to internal and external customer requests. I’m a team player in search of a company to commit to and grow with for many years to come.

EXPERIENCE:

Feb. 2021 – April 2024 United Way of Connecticut • Rocky Hill, CT/ Remote

Initial position through a placement agency, subsequently hired on as a direct employee

Aug 2023 – April 2024 - Crisis Service Specialist

Primary Responsibilities:

Field calls, chats, and texts from adults and youth who are experiencing mental health crises, listening carefully to their needs and providing information and referrals to community-based providers.

Provide problem-solving support to callers with more complex needs, linking callers with mobile crisis staff or other emergency service staff when necessary.

Document communications, ensuring continuity and follow-up as needed.

Sept 2021 – Aug 2023 – Electronic Visit Customer Service Specialist

Primary Responsibilities:

Primary point of contact for providers experiencing difficulty transitioning to a tracking system

oclear and concise communication through email, telephone calls, and instant messaging

oGuide users through the new processes

oAdvocate for individuals requiring additional assistance and contacts for other programs or agencies

Accurately document files with statistical records and narratives

Escalates cases as needed to the appropriate department within the Department of Social Services of Connecticut

Feb 2021 - Sept 2021 – Information and Referrals Contact Center Representative

Primary Responsibilities:

Agreeably engage clients, assessing their needs and providing referrals as appropriate

Introduce clients to community resources such as food, shelter, mental health intervention and free income tax preparation services

Assist clients with Covid 19 vaccination

2011 – 2020 – Private Duty Elderly Caregiver as well as various temporary or seasonal projects

While raising my family, I chose to assume evening caregiver assignments. When in between cases, I would supplement my income and maintain my office skills through short-term positions.

2016 - 2022 – Visiting Angels of Woodbridge • onsite throughout the greater New Haven area

Trusted to provide companionship and non-medical care to elderly and infirmed clients in their homes.

Multiple clients over the years

oMost recent being a posting from March of 2021 through December of 2022

December 2020 – February 2021 – Aerotek Inc. • Farmington, CT

Call Center Associate

oLog, research, and provide resolutions to inquiries.

oCollaborate across departments to identify areas of improvement

August 2019 – December 2019 – Faneuil, Inc. • Bristol, CT

Customer Care Representative

oEfficient and Effective communications to customers for patron-based services

February 2019 – April 2019 – American Income Life • Middletown, CT

Insurance Agent

oAdvised clients of benefits provided by their union

oAssisted in qualifying clients for additional benefits

September 2018 – December 2018 – Arteck • North Haven, CT

Talent Acquisition Assistant

oOrganized calendars for interviews, set travel arrangements and processed expense reports

April 2018 - September 2018 – Custom Built • Milford, CT

Customer Service Representative

oAddressed client inquiries and scheduled service appointments

2015 – 2016 – Home Instead Senior Care • Guilford, CT

In-home private caregiver

January 2012 – October 2013 Alpha Disability • Shelton, CT

Coordinator - Primary Responsibilities:

Contact potential clients and qualify for service

Schedule interviews with client advocates

Prepare and submit Veterans Association documentation for coverage

Update and maintain client files as applicable

LICENSES/Certifications/Associations:

CT Insurance License 2019

Certified Nurse’s Assistant 2014

Certified Pharmacy Tech 2024

C Level Secretarial Certification 1999

Winter Women in Power Award 2019

ADDITIONAL SKILLS:

Fluently Bilingual in English and Spanish, with passable communication in Portuguese and Italian

Mature approachable mindset and professional demeanor

Sound written & verbal communication skills

Talent of defusing tense situations with complex customers

Ability to flourish in a fast-paced environment

Organized, detail-oriented and self-motivated

Capacity to manage multiple assignments and priorities.

Strong problem-solving and research skills

Proficient in Microsoft Office, and database programs

EDUCATION:

Yale Pharmacy Technician Training Program June 2024-Current

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