Customer Service Representative

Sylvia Mercado

***************@*****.*** 407-***-**** Orlando, FL

SUMMARY

Dedicated Customer Service Representative with 8 years of experience in delivering exceptional support and assistance to clients. Proven track record in managing inbound and outbound calls, providing education on programs, and maintaining comprehensive records of customer interactions. Seeking to leverage strong communication, problem-solving, and interpersonal skills in a Customer Service Rep role. WORK EXPERIENCE

Aston Carter Orlando, FL

Customer Service Representative Jul 2021 - Jan 2023

• Informed Medicare claimants about Medicare Savings Programs and assisted with enrollment process.

• Conducted interviews to assess claimant eligibility for Medicare Savings Programs.

• Referred claimants to suitable healthcare services and community resources.

• Documented customer interactions and maintained records of inquiries, complaints, and actions taken. Hpone

Customer Service Representative

• Managed inbound and outbound communications to address claimant inquiries, providing detailed information on benefits and claim procedures.

• Explained policy details, enhancing customer understanding of insurance plans and facilitating informed decision-making.

• Ensured resolution of customer issues by verifying and implementing necessary changes, contributing to improved customer satisfaction.

Apartment Property Management Services, LLC

Leasing Consultant Aug 2017 - May 2021

• Managed all incoming telephone and in-person inquiries, effectively addressing prospective tenants' questions and guiding them through the application and deposit process in compliance with company procedures and Fair Housing requirements.

• Coordinated maintenance service requests, ensuring timely communication and resolution by informing the maintenance team of necessary tasks.

• Processed and submitted rental applications to the Property Manager for approval, maintaining follow-up communication with applicants regarding their application status. Children’s Home Society of Central Florida Winter Park, FL Administrative Assistant Oct 2014 - Aug 2017

• Entered and managed data in Excel and ETO Electronic database systems, ensuring accuracy and timely updates.

• Monitored and managed office supplies inventory, anticipated needs, placed orders, and verified receipt to ensure uninterrupted operations.

• Operated and maintained office equipment, coordinated repairs, and provided administrative support, including document proofreading and call handling.

Rescare Workforce Central Florida

Customer Service Representative Apr 2014 - Aug 2014

• Coordinated and scheduled appointments, connecting clients with appropriate case managers, while maintaining organized file records and managing distribution of resources such as bus passes and gift cards.

• Assisted youth in job search activities by providing resume support and interview preparation, and facilitated job interview scheduling with supervisors to ensure smooth candidate placement. EDUCATION

Valencia College

Certificate, Medical Coding

Orlando, Florida

Jan 2010

Valencia College

Certificate, Office Support

Orlando, Florida

Jan 2010

Monroe College

Associate Degree, Secretarial Science

New Rochelle, New York

Apr 1991

SKILLS

Proficient in Microsoft Office Software • Accuracy and Attention to Detail • Active Listening/Problem Solving • Excellent Communication and Writing Skills • Strong Interpersonal Skills • Critical Thinking

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