Customer Service Representative

Rosa P. Smith

Sherman Oaks, CA ***** / Cell: (***) 612- 9548 / Email: *********@*****.***

Professional Summary

Customer Service Representative bringing superb skills in oral and written communication, active listening, and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, and providing customized solutions to build loyalty.

Experience

04/2022 – Present

Customer Service/Scheduling Coordinator

Repipe Specialists

Answering inbound telephone calls with patience, respect, and a great attitude.

Responding to incoming e-mail correspondence in an articulate and comprehensible manner that enhances the overall customer experience.

Scheduling appointments.

Making outbound calls.

Ability to read maps and think on your feet with multiple pieces of information at the same time.

Alerting the Supervisor of trends in customer calls.

Data entry on customer information.

Scheduling/coordinating convenient times for the customer and sales representative to provide an onsite estimate.

Routing telephone calls to appropriate departments/individuals.

Supporting other members of the team.

Order Coxes/Drybox storage containers for projects on-site and arrange for drop off and pick up.

Pull permits from the city.

Schedule inspections.

Assist with collecting payments over the phone for shower valves.

Constant communication with project managers on-site to resolve client issues.

Create folders for every unit with shop forms.

Overlook 2-3 projects at the same time with units ranging from 200-400.

Sent friendly reminder emails

Resolve client issues and follow up.

Perform other duties as assigned.

Constant communication with project managers and property managers

08/2021 - 02/2022

Customer Service Representative Anthem Blue Cross

High volume inbound and outbound call center.

Use computerized system for locating documents and information on current benefit information for updates and changes.

Explain and educate members the terms of their insurance plan and how health care reform impacts their coverage.

Responsible for assisting and resolving inquiries.

Filed claims and updated notes.

Assigned new doctor’s and providers.

Update customers personal information.

Issued new insurance cards.

11/2016 – 12/2020

Guest Services Representative Sony-Santa Monica Studio

Answer calls, emails, and faxes per day.

Addressing customer inquiries, solving problems, and providing information.

Delivered exceptional customer service to every customer and employee by leveraging extensive knowledge and services and creating welcoming, positive experiences.

Promptly investigated and resolved customer inquiries and complaints in a timely and professional manner over the phone with HR.

Collected and analyzed information from clients to find a solution.

Type documents such as correspondence, drafts, memos, and emails.

Sorted and distributed incoming messages.

Greeted visitors and determined to whom and when they could speak with specific individuals.

Administering check-ins and check-outs and acting as an information source on various matters and providing them with superb customer service.

Accommodating general and unique request.

Ensure the front desk is neat, presentable, and equipped with all the necessary supplies such as pens, forms, and papers.

Maintain records and files.

File charts in alphabetical order.

Resolve inquiries, concerns, or issues in a timely and professional manner.

Complete necessary paperwork for staff and clients.

07/2000 - 12/2012

Rehab Aide Hoag Hospital Newport Beach

Helped develop, implement, and optimize patient treatment plans and goals.

Prepared variety of different written communications, reports, and documents to ensure smooth operations.

Developed team communication and information for meetings.

Taught pre-operative body mechanics class and educated patients on daily exercises to do before and after surgery.

Worked closely with doctors and physical therapist.

Documented every treatment in the chart.

Worked in all areas of the hospital including Orthopedics, Stroke, ICU, CCU, Telemetry and Wound Care Center.

Education

Los Angeles Valley College, Valley Village, CA- General Studies

Polytechnic High School, Long Beach, CA- Diploma Awarded

Skills

Multi-line phone talent

Professional telephone demeanor

Customer complaint resolution

Guest Services

Responsible

Computer skills (Microsoft Outlook, Google Calendar, Excel, Word, Microsoft Teams, Seql Prod (Database) and Data Entry

Fluently bilingual (English/Spanish) both written and verbal

Strong multi-tasking and organizational skills

Self-motivated to provide exceptional Customer Service

Strong work ethic

Attentive to details

Effective listening and verbal communication skills

Contact this candidate