Customer Service Representative
Resume:
Samantha Rivera
Exceptional Customer Service Representative
Altamonte Springs, FL 32714
**********@*****.***
Professional Summary
Results-driven customer service representative with 15+ years of experience in high-volume call environments, specializing in customer satisfaction and issue resolution. Proven track record of exceeding performance metrics and maintaining 100% customer satisfaction. Recognized as a top performer for delivering exceptional service and building rapport with clients. Skilled in managing complex inquiries and ensuring compliance with industry regulations. Seeking to leverage extensive experience in a dynamic customer-focused role.
Authorized to work in the US for any employer
Work Experience
Remote Customer Service Representative
CVS Specialty Mail Order-Orlando, FL
September 2023 to March 2025
• Answered all inbound call scheduling specialty medications and occasionally outbound calls
• Provided exceptional customer service by promptly addressing inquiries, resolving issues, and ensuring customer satisfaction
• Managed a high volume of incoming calls consistently meeting or exceeding performance metrics for response time and resolution
• Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information
• Built rapport with customers through active listening, empathy, and personalized interactions
• Recognized as a top performer within the department based on consistently high levels of customer satisfaction ratings
• Resolved complex customer complaints by investigating the root cause of the issue and implementing appropriate solutions
• Proactively followed up with customers after issue resolution to ensure their satisfaction was maintained
• Occasionally making outbound calls to medical doctor's office (MDO) pharmacist (Rph) plan provider( primary insurance) and copay assistance programs (CPA)
• Complied with all company policies including PII/HIPPA & PHI Remote Customer Service Resolution Specialist
PODS Moving & Storage-Clearwater, FL
May 2021 to January 2023
• Worked remotely receiving inbound calls and provide quotes to new or existing customers and book completed orders
• Set appointments rescheduled dates as requested by customers
• Explaining billing process and answer all questions pertaining to orders
• Update customer profile & CC information
• Process past due payments on accounts
• Address and submit documents to proper department for follow up on orders that may have been billed incorrectly or complaints about moves
• Maintain 100% customer satisfaction on every call
• Assisted customers with a warm and professional attitude
• Answered general questions
• Set up appointments for PODS rentals
• Educated customers on process to rent POD containers Customer Service Representative
24-7 Intouch-Altamonte Springs, FL
October 2017 to October 2019
• Answered inbound calls from drivers applicants and passengers
• Resolved all issue/complaints
• Assisted callers with a warm and professional attitude
• Provided policy and service information per terms and agreements
• Answered general questions
Pharmacy Help Desk Agent
Connextions-Orlando, FL
August 2008 to January 2010
• Responded to inbound pharmacy/customers calls
• Perform duties related to the resolution of adjudicated prescription claims with regards to member eligibility benefits
• Determination of prior authorization or overrides and exceptions in the system
• Calls completed expeditiously accurately and professionally. Education
High School Diploma
John Adams High School - Queens, NY
Skills
• Customer Service
• English
• Help Desk
• Communication skills
• Customer support (10+ years)
• Phone etiquette
• Microsoft Office
• Microsoft Excel
• Time management
• Data entry
• Microsoft Word
• Call Center
• Computer literacy
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