Customer Service Agent

JUAN H. ARIAS

CUSTOMER SERVICE REPRESENTATIVE / SUPERVISOR

915-***-**** 230 Isabel Way El Paso, Texas 79927 ********@***.*** Highly motivated and adaptable remote customer service specialist with 8 plus years of experience. Adept at managing high call volumes while maintaining composure and empathy. Seasoned multitasker able to prioritize in stressful, high volume, time sensitive environments with multiple deadlines. A self- starter with a positive attitude.

REMOTE CUSTOMER SERVICE AGENT

TEXAS HEALTH AND HUMAN SERVICES (2023 -2025)

• Answer incoming calls from consumers including the public, prospective enrollees and people assisting with performance standards.

• Responsible for providing customer care and benefits enrollment services (i.e., SNAP, MEDICAID, AND MEDICARE, TANF, CHIP AND MEPD for clients over 65 years of age and older) via telephone, IVR, and web-based portals.

• Track and document all inquiries accurately using the applicable systems and complete regular audits.

• Met Quality Assurance, Adherence and Average Handle Time Metrics.

• Knowledge of HIPPA standards and protocols.

• Did applications for SNAP, MEDICAID AND MEDICARE, TANF, CHIP AND MEPD insurances and statuses for approved, denied, and provided processing times, appeals and complaints as well.

• Processed an average of 60 calls per day.

REMOTE CUSTOMER SERVICE AGENT

TOYOTA FINACIAL SERVICES (2021 -2023)

• Make the initial contact with a client and explain the services available.

• Process customers order, loan applications, extension/deferrals, state- to-state transfers, address changes, banking information, transferring calls to appropriate departments, as well as taking payments.

• Listen to understand clients’ needs and provide satisfying solutions.

• Met and adhered to professional service standard expectations while being a team player with fellow staff members.

• Processed an average of 40 to 50 calls per day.

VIDEO/INTERNET REPAIR LEAD

SPECTRUM (2019-2021)

• Utilize diagnostics tools to repair video issues on receivers and cables.

• Resolve internet issues on modems and routers.

• Extensive multi-tasking skills answer customers questions and resolve all customers issues.

• Coordinate and communicate with the call center supervisor to ensure efficient operations and customer satisfaction.

• Processed an average of 50 to 60 calls a day.

CUSTOMER SERVICE/WARRANTY MANAGER

DESIGNERS MART (2013-2018)

• Provided services to residential home builders.

• Responsible for sending technicians daily to diagnose technical issues.

• Efficiently inspect homes to identify if any lights were damaged and make sure the installation is done properly.

• Handle and resolve customer complaints.

SKILLS

• Customer Service Leadership

• Performance Improvement

Strategies

• Communication

• Active Listening

• Customer Relation Management

• Problem Solving

• Data Entry

• Empathy

• Adaptability

• Technical Proficiency

• Conflict Resolution

• Team Collaboration

• Customer Satisfaction

EDUCATION

• Computer Maintenance Course

2022 (6 Month Course)

• UTEP – Pharmacy Tech 1998

(3-Month Course)

• El Paso Community College –

(Bookkeeping) 1995-1996

• Socorro High School 1990-1993

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