Customer Service Technician
Resume:
Amber Romero
Albuqueruque, NM. 87106
602-***-****~ ************@*****.***
Objective:
To obtain employment using developed skills, expierence, and capabilities to build a career.
Employment:
TekSystems-Field Service Technician
August 2023-August 2024
Assisted with unwinding PHE(Public Health Emergency) Medicaid re-enrollment. Would gather data and enter it into an automated system. Individuals were assisted over the phone, when needed would make calls to gather more data and/or verify the information to help determine eligibility.
Carenet Health Care- Engagement Specialist- Somatus
November 2021- October 2022
Summary Of Job Responsibilities:
Help members- via incoming and outgoing phone calls- understand their health insurance and how to use it, including assistance with updating primary care physicians, locating urgent care clinics, and/or getting prescription authorizations. Also assist with scheduling appointments for preventative health screenings, COVID-19 vaccinations, or other healthcare measures. Worked with healthcare providers to assist with after-hours scheduling of appointments, arranging ground transportation to or from the hospital or pharmacy, or answering inquiries on benefit claims, appeals, and authorizations.
Alorica- USAA Campaign, Deposits and Credit Card Banker
March 2018- December 2019
Summary Of Job Responsibilities:
Handled various incoming and outgoing inquiries to banking and/or credit card questions through focused phone calls. Resolved cusomer questions, complaints and collection inquiries in a professional, helpful manner. Connected with existing and potential customers and aimed to resolve inquiries related to billing, balances, banking general questions, credit card inquiries, payments and/or disputes. Utilized computer systems to verify and document customer requests. Talked to customers over the phone to resolve their questions or concerns. Maintained and updated customer information as necessary. Calmy attempted to resolve and de-escalate any issues and offer follow up options to reduce member call back, and if necessary, escalated calls to supervisor when appropriate.
Sprint- Account Services Manager- Retention
June 2011- February 2015
Summary of Job Responsibilities:
Identified sales opportuinities, built and managed Sprint customer service base, retained customer accounts by providing value to the services and offer solutions to issues with billing, device, and/or coverage and was the final point of contact via incoming or transfered calls. Consulted with clients in an assigned territory to add products and solutions that drives revenue and customer satisfaction. Collaborated and built relationships with excutives, product vendors, and customers to develop solutions that address the client's technology needs. Analyzed both routine and non-routine problems with wireless equipment, software applications, and network performance to identify problem root cause and recommend corrective action. Would recommend solutions to customer questions which may require follow-up or escalation to a higher level of expertise. Directly handled situations which require adaptation of response or research according to unique customer situations as an Account Services Manager.
Sitel- Customer Service Representitive
Oct 2009-May 2011
Summary of Job Responsibilities:
Worked in partnership with clients to support customers who are having challenges and are contacting via phone while delivering a world class customer experience. Gave information about the product of service to existing customers and transferred more difficult inquiries to higher level if necessary. Demonstrated on every call a strong customer service orientation and took responsibilty to ensure customers are sastified. Would proactively propose improvements and feedback in processes and ways of working to Team Management/ Operations Manager. Followed and maintained monthly stats, schedules and multi window navigation.
Skills:
•Fluent in spoken and written ENGLISH
•Superb building rapport with customers
•Good at numerical and verbal reasoning skills
•Excellent MS Office skills
•Stellar customer service skills- and an overwhelming desire to make lives better, one interaction at a time
•Knowledge of phone dialer functions and call campaigns
•Understanding of collections regulations, including but not limited to Fair Debt Collections Practices Act (FDCPA), Unfair, Deceptive, or Abusive Acts, or Practices (UDAAP), HIPPA, and Regulation A-E
•Negotiation skills and assertiveness
•Ability to use phone and computer systems
•Excellent oral and written communication skills
•Strong listening/comprehension skills
•Ability to stay composed and productive
•Tremendous amount of empathy and patience
•Flexibility and versatility in problem analysis and resolution
•Management capabilities and qualifications such as staff scheduling, coaching, staff trainings, additional support, monthly paperwork and goals for a team of up to 14.
References:
Tyson King-505-***-****-Professional and Personal
Stephanie Carter-505-***-****- Professional
Chuck Dugger- 505-***-****- Professional and Personal
Contact this candidate