Customer Service Data Entry

Wilmarie Andino #213-***-****

*************@*******.***

Bi-lingual English, Spanish

SUMMARY

Customer Service professional committed to providing high-quality service and developing customer relationships. Offering superior interpersonal skills and knowledge of conflict resolutions. Efficiently converses in English and Spanish to provide expertise and dedication as part of a team or individual.

PROFESSIONAL EXPERIENCE

March 2020-January 2022 UnitedHealth Group Contract Tracer for NYC

Communicated with contracts in a professional and empathetic manner maintain emotional and cultural awareness

Collected and recorded information on symptoms and needs into the database system with accuracy

Provided contacts with information about isolation and quarantine procedures, if needed, refereed them to testing according to protocol.

Followed a script to inform contact about the importance of isolation or quarantine and what to do if symptoms are present or developed

Superior data entry skills on web-based platforms

Handle high-volume calls during hours of operations seamlessly

January 2019- January 2020 NYCHA, NYC Senior Customer Representative

Responsible for high volume inbound calls from all 5 boroughs

Exceeded metric on customer satisfaction, customer retention and inquiry volume

Worked with NYCHA population to resolve daily issues on a as needed basis

Actively worked to display courteous and empathic attitude to customer

June 2014 – 2015 Queens Parent Resource Center, Queens Village, NY

Respite Specialist/Community Rehabilitation Specialist

●Assists clientele who have disabilities including:

oCreating plans for said individuals to acquire, maintain and enhance skills for independent living

oAttends to basic self-help needs

oProvides appropriate care and supervision during absence of family member

March 2014 –201 ABT SRBI

Senior Customer Service Representative Bilingual

●Conducted outbound calls to individuals in the New York market area for a New York State Department of Health study; acts as a first point of contact for a global company specializing in research and program implementation in the studies of health, social and environment

oFollowed scripted surveys, collects data from individual pertinent to assignment

oAsk questions to the individual in a uniform matter, promoting accuracy and precision in eliciting responses

Aug 2013 – Aug 2016 1199 SEIU, New York

Union Representative (Per Diem)

●Monitored and enforced provisions of the collective bargaining agreement (labor contract); ensured both the firm and union worker are not in violation of standing agreements

●Safeguarded the firm was in compliance with all federal, state and local laws and regulations

●Represented and defended fellow workers whom the firm believed violated company policy or the terms and conditions of the collective bargaining agreement, often through the grievance process

●Communicated and disseminated official union policy, memos (fee changes, monthly meetings, benefit changes, company news) and directives to workers

●Popularized and promoted union consciousness and values in the workplace

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