Customer Service Supervisor
Resume:
NATASHA COTO
Customer Service
OBJECTIVE
~ Seeking to further my career as a ~Customer Service Supervisor. ~Excellent teacher/trainer; patient and effective when working with a wide range of personalities.
~Project and goal oriented, committed to task completion. ~Highly effective learning, comprehension and retention with new systems, programs, standards and methods.
~Proficient in computer skills (CAMPs, Microsoft Word, Excel, PowerPoint, QuickBooks, & 10 key (numeric))
~Excellent customer relation skills, able to solve complex employee and client issues.
~Highly skilled in software/hardware troubleshooting.
CONTACT
Clearwater, FL
*****@******************************.***
SKILLS
Schedule Management
Performance Monitoring
Regulatory Compliance
Coaching/Mentoring
Team Training
Team Management
Customer Service
Account Management
Customer follow-up
Policy Knowledge
Short Term/Limited Insurance
Soft Skill Knowledge/Training
EXPERIENCE
SGIC – Customer Service Agent – Clearwater, Fl – 10/2024 – Present
• Answer incoming calls providing information regarding member benefits and claims.
• Answer incoming calls as an answering service for iHealth/SMIG
• Navigation and knowledge of CAMPS.
• Navigation and knowledge of member accounts/benefits.
• Assist in training new agents.
• Download and enter W9s into CAMPs.
• Assist in managing Demographics Updates for claims.
• Regularly assist in small projects when necessary.
• Navigation and Knowledge of Knowledgebase.
• Navigation and Knowledge of Knowledgebase.
• Knowledge of submitting EOB requests.
• Submitting and managing check request spreadsheet.
Computer Generated Solutions Inc. - Tech Support Team Lead Of Voice, E-ticketing, And Nesting - Tampa, Fl - 08/2021 - 04/2024
• Answered incoming calls and provided customer service.
• Case creation via OCPM and Microsoft Dynamics, per IBM.
• Updated and maintained databases with current information.
• Navigation and knowledge of Lenovo products and websites.
• Corresponding with IBM regarding warranty of customers' device.
• Assisted customer service agents with unsatisfied customers/hot calls. Trained new team members by relaying information on company procedures and safety requirements.
• Managed schedules accepted time off requests, and found coverage for short shifts.
• Coached team members in techniques necessary to complete job tasks. Evaluated employee skills and knowledge regularly, trained, and mentored individuals with lagging skills.
• Worked with each team to provide optimal coverage and meet production goals. Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions.
• Developed monthly and daily production output plans to deliver on customer service and financial metrics.
• Promoted high standards through personal example to help each member understand expected behaviors and standards.
• Assisted in recruitment to build a team of top performers. Leading and managing customer service teams to ensure the achievement of customer service goals.
CDC – Covid (Temporary) - Covid Vaccination Appointment Setter/Covid Help Center Assistant - Tampa, FL - 05/2021 - 08/2021
• Assist with answering questions regarding COVID.
• Assist with answering questions regarding COVID VACCINATIONS.
• Discuss ALLERGIES and VACCINATION complication.
• Addressed client inquiries and updated database information. Scheduled and confirmed appointments and meetings for senior management team.
• Acted as first point of contact and set appointments for prospective clients. Screened potential customers to determine interest and requirements for products and services of company.
Blondies Sports Bar - Bar Manager - Tampa, FL - 10/2014 - 05/2021
Dollar Tree Distribution Center - Assistant Team Manager - Tampa, FL - 01/2013 - 10/2014
Applebee's Neighborhood Grill & Bar - Lead Bartender - Tampa, FL - 05/2011 - 01/2014
Ruby Tuesday Restaurant - Lead Bartender - Valrico, FL - 01/2008 - 05/2011
Desoto And Company (New York Life) - Executive Assistant To Owner/New York Life Agent - Clearwater, Fl - 04/2007 - 01/2008
• Corresponding with Insurance companies.
• Corresponding with clients • Set-up client policies.
• Preparing quotes for small groups/individuals.
• Answering Telephones.
• Filing, maintaining, and safeguarding confidential client information and records Assisted in organizing conferences, seminars for the Chamber of Commerce, and other events as directed by the executives.
• Lead Chamber of Commerce meetings with little to no supervision from superiors.
• Monitored incoming emails and responded accordingly in a timely manner.
• Data Entry • Organize incoming mail and respond accordingly.
• Create and send outgoing mailings to clients.
• Appointment Setting.
Wellcare - Sales Assistant To Sales CEO/President, Board Of Directors - Tampa, Fl - 01/2006 - 04/2007
• Agent Customer Service Support
• Supervise all temporary agent support members
• Assisted in helping agent account managers
• Tech Support (Reimaging Agent Contracting Tool)
• Data entry in Salesforce.com (Prod • Agreements & Applications)
• Communicate Agent commissions and benefits • Send applications to ASI.
• Review and maintain Medicare member files.
• Design and create HTML Emails
• Build/Create Maps Design, Organize, and update Excel spreadsheets regarding potential agents, and seasoned agents.
• Manage inventory and purchasing budget for office supplies.
• Filing.
• Data Entry
EDUCATION
05/2005 Diploma: Computer Business Bloomingdale High School Valrico, FL
~Web Design
~Keyboarding Skills
~Software/Hardware Troubleshooting Computer ~Hardware/Software Repair
~Business Communication
~Peer Mediation
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