Project Manager Customer Service
Resume:
Angela D. Castro Lopez
Career Objective
Acquire a position, in which I can demonstrate and perform my skills, knowledge, capabilities, initiatives, and experience to contribute to the growth and success of your company. Summary of QualiÞcations
Bilingual (Spanish/English), Basic Sign Language proÞciency, Teamwork, Good Interpersonal Relations, and Leadership skills. Domain and managing the keyboard. Digital and Manual Medical Billing CertiÞcation. Accounting software knowledge. Basic/Intermediate computer and peripheral devices repair. Data Entry. Intermediate/Advanced OfÞce proÞciency. Network monitoring applications. Banking experience.
CertiÞcations:
Agile Scrum Professional
Certified Agile Scrum Master
Certified DEVOPS Engineer – Professional Certification Certified DevOps Engineer Professional
Certified Project Manager
Certified Project Manager Essentials
Certified Technology Manager
Cost Analysis and Functions of Excel
DiSC Leadership Manager Certification
DiSC Outreach Facilitator
Failure Mode Effect Analysis Professional (FMEA Professional) Foundations of Business and Entrepreneurship Certification Frontline Leadership Certification
Intermediate Excel Professional
ISO/IEC 20000 IT SERVICE MGMT. ASSOCIATE
Lean Foundations Professional Certification (LFPC) Lean Six Sigma Basic Math Professional
Lean Six Sigma Black Belt
Lean Six Sigma Green Belt
Lean Six Sigma White Belt
Lean Six Sigma Yellow Belt
PDCA and How to Use it for a successful military transition Resume writing for transitioning professional
Supply Chain Manager (SCM)
Work History
McLane Temple, Texas 11/01/2021 to present
Help Desk Representative I
Bilingual call support.
Collaborate with other teams as the user advocate.
Customer service, intermediate tasks of programming and conÞguration of laptops & desktop PCs, and occasional special tasks or projects about a particular application.
Drive resolutions on critical technical issues.
Investigate break/Þx issues to Þnd successful resolutions.
Maintain active investigations keeping the user informed.
Manage inbound and technical support calls, chats or emails from teammates, suppliers, and customers.
Monitor the different network systems and applications.
Provide technical support to teammates in the different systems and applications.
Triage issues through impact assessment and initial investigation.
Troubleshoot and/or escalate issue until resolution. Spherion Temple, Texas June 2021 to November 2021
McLane – Temp Contract
Customer Service / Help Desk Representative
Collaborate with other teams as the customer advocate.
Drive resolutions on critical technical issues.
Investigate break/Þx issues to Þnd successful resolutions.
Manage inbound and support calls or emails from customers, suppliers, and teammates.
Triage issues through impact assessment and initial investigation.
Troubleshoot and/or escalate issue until resolution. Express Employment Temple, Texas April 2021 to June 2021 Extraco Banks – Temp Contract
Operations Specialist - TMS
Aid guests in scheduling appointments.
Bilingual call support.
Customer service
Discuss, investigate, and help with transfers, deposits, withdrawals, transaction inquiries, costs, status, and inquiries.
Exceed service expectations by ensuring consistency in service delivery.
Helping customers with onboarding via mobile and online banking
Manage complaints about service.
Provide account details and information to conÞrmed customers.
Provide exceptional experience to customers calling with various inquiries.
Provide support to peers by supportive channels in meeting their targets by sharing tips and best practices.
Take initiative and de-escalate customer concerns by taking ownership of customer concerns and following through with the resolution. Hawkins Personnel Group Temple, Texas January 2021 to March 2021 MCNA Dental
Bilingual Customer Service Advocate
Bilingual call support.
Billing
Customer service
Discuss and investigate medical claims with the member and/or provider.
Discuss beneÞts and current plan information with the member and/or provider.
Help Þnding and assigning Primary Care Dentists, specialists, and other services.
Manage complaints about plan, beneÞts, and provider.
Member Services Center for Texas and Louisiana Medicaid members.
Redirect member to the several departments based on member’s need.
Verify enrollment status.
Garlyn Shelton Auto Group, Temple, Texas September 2020 to December 2020 Business Development Center
Scheduling Coordinator - CSR
Aid guests in scheduling maintenance and repair service appointments.
Bilingual call support.
Customer service
Discuss and investigate recalls, costs, status, and appointment inquiries.
Manage complaints about service.
Scott and White Health Plan, Temple, Texas February 2020 to September 2020 Customer Advocate I SWHP & FCHP (CSA)
Billing, Claims, and Enrollment
Bilingual call support.
Billing
Customer service
Discuss and investigate medical claims with the member and/or provider.
Discuss beneÞts and current plan information with the member and/or provider.
Help Þnding and assigning Primary Care Providers (PCP), Specialist, Hospital, Clinics, Pharmacy, and other services.
Manage complaints about plan, beneÞts, provider.
Member Services Center for First Care Health Plan members.
Redirect member to the several departments based on member’s need.
Verify enrollment status.
C3, McGregor, Texas June 2019 to November 2019
Humana MSO Customer Service Representative (CSR) - Tier 3 Billing, Claims and Enrollment
Bilingual call support.
Billing
Customer service
Discuss and investigate medical & pharmacy claims.
Discuss beneÞts and current plan information with the member.
Help Þnding and assigning Primary Care Providers (PCP), Specialist, Hospital, Clinics, Pharmacy, and other services.
Member Services for Humana
Redirect member to the several departments based on member’s need.
Verify enrollment status.
TTEC, Temple, Texas August 2018 - May 2019
Bilingual Customer Service Representative II – Health and Life Licensed Sales Agent
Bilingual call support.
Customer service
Discuss health insurance plans options for prospects and enroll in Kaiser Permanente Senior Advantage medical insurance.
Enrollments and sales
General Lines Agent Life, Accident, Health, and HMO certiÞcation for the state of Texas, Georgia, Colorado, Washington DC, State of Washington, Hawaii, Maryland, Oregon, Virginia, and California.
North America Security Services, West Lake Hills, Texas December 2017 - July 2018 Security OfÞcer
Commissioned Security OfÞcer (SA/STG Registration)
Monitor
Non-Commissioned Private Security OfÞcer License
Patrol
Prepare reports.
Security-related tasks.
Harte Hanks, Austin, Texas November 2015 - January 2018 O365 Technical Frontline Support Agent-T1
Collaborate with other teams as the customer advocate.
Drive resolutions on critical technical issues.
For Microsoft O365 Dedicated and ITAR Support
Investigate break/Þx issues to Þnd successful resolutions.
Maintain active investigations keeping the customer informed over multiple days.
Manage inbound and technical support calls or emails from global IT professionals.
Triage issues through impact assessment and initial investigation.
Troubleshoot and/or escalate issue until resolution. Amazon, Austin, Texas May 2017 - July 2017
Amazon Logistic Associate
Sorting and distribution of packages
Blackboard, Killeen, Texas June 20, 2016 - September 30, 2016 CCTS (Customer Care Technical Support) Bilingual Advisor
Bilingual call support.
Document information into web-based ticketing system.
Escalate unique issues or inaccurate information contained in knowledge base to the immediate supervisor for resolution.
Investigate break/Þx issues to Þnd successful resolutions.
Manage and resolve identiÞed client issues / technical issues for assigned customer accounts.
Manage inbound customer care and technical support calls from K12 program users.
One call resolution while communicating proper options in a prompt and professional manner.
Order tracking, material, and equipment replacement.
Projects favorable image of the company to promote its aims and goals that enhance client relationships.
Provide delightful, efÞcient, and correct resolution to customer inquiries.
Resolve end user inquiries by using telephony, chat, and web-based inquiries.
Search and navigate knowledge base to identify proper resolution for client issues.
Special projects as requested by management.
Triage issues through impact assessment and initial investigation. Randstad, Austin, Texas July 2015 - October 2015
O365 Technical Frontline Support Agent-T1
Collaborate with other teams as the customer advocate.
Drive resolutions on critical technical issues.
For Microsoft O365 Dedicated and ITAR Support.
Investigate break/Þx issues to Þnd successful resolutions.
Maintain active investigations keeping the customer informed over multiple days.
Manage inbound technical support calls or emails from global IT professionals.
Triage issues through impact assessment and initial investigation.
Troubleshoot and/or escalate issue until resolution. GC Services, Copperas Cove, Texas Apr 2015 – July 2015 Account Representative/Collector for Mercedes Benz
Adhere to Federal/state/city laws/provisions.
Bilingual call support.
Collections.
Correct deÞciencies and oversights during quality assurance.
Customer Service.
Document all collections activity in a concise and correct manner.
Excellent organizational and time management skills.
Maintains good public relations.
Math, PC skills and typing skills.
Performs other duties as assigned.
Persuasive and good listening skills.
Reasoning, ability to collect data, deÞne problems, show facts, and draw valid conclusions in a demanding environment.
Evertec Inc. - Merchant Claims Department, Rio Piedras, PR February 2015 - March 2015 Data Entry
Customer service
Preparation of documentation for Þling and digitization of claims-related
Record data information about all the claims registered.
Register claims & claims-related issues.
Fidelity National Information Services, Inc. (FIS), San Juan, PR April 2013 – January 2015 Technical Support Representative
Bilingual call support.
Customer service, intermediate tasks of programming and conÞguration of laptops & desktop PCs, and occasional special tasks or projects about a particular application.
Monitor the different network systems and applications.
Provide technical support to First Bank & FIS employees in the different systems and applications.
1First Bank, San Juan, Puerto Rico March 2012 - April 2013 Asset Management & Service Desk Technician Representative
Bilingual call support.
Customer service, intermediate tasks of programming and conÞguration of laptops & desktop PCs, and occasional special tasks or projects about a particular application.
Monitor the different network systems and applications.
Provide technical support to the company employees in the different systems and applications.
Education
Bachelor’s Degree / University of Puerto Rico, Arecibo Campus, Arecibo, Puerto Rico Major: BA OfÞce Systems Minor: Business Administration
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