Customer Service Representative

LISA A. PENTZ

Wichita Falls, TX *****

413-***-**** - **********@*****.***

PROFESSIONAL SUMMARY

Successful Customer Service Representative with 10+ years of experience in addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.

SKILLS

•Customer Complaint Resolution

•Application Review

•Insurance Knowledge

•Applicant engagement

•Customer Accounts Management

•Documentation and research, fact finding

•PPE Compliance

WORK HISTORY

2024 to Current Independent Contractor, CS Representative, NexRep Marketplace, Remote

Inbound Call assistance, filing out registration for Public Partnerships, LLC, for the new

role of NY’s Consumer Directed Personal Assistance Program

Troubleshoot Application Issues

Education of callers to new Program Guidelines

2020 to 2022 Service Representative, Commonwealth of MA, Executive Office of Workforce – Remote

Inbound call assistance, filling out applications for Benefits, Information provided

Troubleshooting application issues, 1099G's Corrections, Out of State Claims

Input Errors by Claimant from Address to Social Security numbers

Adjudicating Issues concerning Waivers, Employment Substantiation, Dependency Allowances, Still Employed, Reasonable Assurance, Earnings

Worked with current UI computer programs as a base tool. New PUA system for the Distribution of Pandemic benefits

2016 to 2020 Senior Technical Advisor, Concentrix- Remote

Increased oversight of Customer cases with additional support abilities

Assisted clients with technical support on phones, tablets, laptops, and desktop devices,

identified problems and guided clients through corrective process

Answered inbound calls, maximized sales opportunity by cross-selling products

2013 to 2016 Customer Service Representative, Sutherland Global – Remote

Answered inbound calls aiding customers with placing floral arrangement orders

Recommended potential products or services by collecting customer information and

analyzing customer needs

Kept records of customer interactions, customer accounts, and filed documents

Assisted with billing discrepancies ensuring customer satisfaction

EDUCATION

Westfield State University- BS: Regional Planning/Geography, Geographic Information Systems

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