Customer service rep
Resume:
Robert P. Sanchez, Jr.
Email: *******@*****.***
PROFILE
Over 20 years of Call Center and Customer Service experience for varying companies. i.e. BancPlus / HomeSide Lending, USAA FSB, JP Morgan/ Chase and CVS / Caremark. Experience includes telephone banking, collections, credit card services, network support and account retention specialist. Effective communication skills in high stress situations with compassion and professionalism. Motivated and detail-oriented individual demonstrating effective skills and abilities in documentation, member / customer support, working under pressure, and adapting to change with respect, understanding and open mindedness.
EXPERIENCE
October 2024 – to Present CVS / Caremark San Antonio TX
Customer Service Pharmacy Benefits Manager
Verify prescription plan benefits dependent on the individual’s insurance plans.
Provide benefit support to third parties, i.e. Pharmacy or third-party providers.
Ability to manage high call volume with professionalism and build rapport.
Utilize company resources to research and provide resolution.
Collaborate with other departments and teams for additional resolution support.
January 2024 – May 2025 Texas Health and Human Services San Antonio TX
Home Health – Patient Care
Care for 20-year-old special needs / brain damage client.
Responsible for range of motion exercises, bathing, dressing and changing.
Prepare and administer PEG feeding and medications.
April 2022 – November 2022 Methodist Hospital – Stone Oak San Antonio TX
Lead Patient Care Technician / Outpatient Surgery Unit
Responsible for preparing rooms for patient intake.
Transport patients from the admitting area to pre-op department or Operating Room.
Obtain vital statistics and instruct patients regarding pre- op care.
Assist surgical staff by cleansing and clipping the surgical area, as needed.
Prepare rooms with all needed supplies for relevant surgery by following a checklist.
Perform continuous care for all patients: perioperative, pre- op, and post - op.
Maintain medical supplies for the unit; gather and resupply surgical beds for future patients: pre – op and post – op.
Assist nursing staff with post operative patient care in preparation for discharge.
Fulfill Preadmission Testing Orders to include EKG, MRSA, COVID.
November 2020 – April 2022 NE Baptist Hospital San Antonio TX
Medical Assistant / Outpatient Surgery Patient Care Technician
Assist in patient intake by taking patient vital statistics and performing EKG’s as ordered.
Assist surgical staff by cleansing and clipping the surgical area.
Fulfills compression devices per patient procedure.
Secure patient personal items prior to transport to the OR or other department.
Prepare rooms with all needed supplies for relevant surgery, following the checklist.
Perform continuous care for all patients to include transferring using body mechanics.
Maintain medical supplies for the unit; gather and resupply surgical beds for future patients.
Regularly assisted Preadmission Testing to include blood draws, COVID, MRSA, and EKG.
Resume for Robert Sanchez continued
NE Baptist Hospital continued
Patient Care Technician – Emergency Department
Triage patients to Emergency Department and prioritize care based on tests and unit needs.
Ability to perform patient vitals and fulfill orders for IV insertion and blood draws.
Ability to discontinue peripheral IV and indwelling urinary catheters.
Escort, transport, transfer and ambulate patients and continuous care in Emergency Department
Assist nursing staff in administering basic treatments and performing basic nursing procedures in Emergency Department.
Responsible for maintaining supplies and preparing and disinfecting rooms for the next patient.
Ability to collect for point of care testing, i.e., blood glucose, EKG, urine, fecal.
Previous Customer Service / Call Center Experience
USAA Federal Savings Bank – San Antonio TX
April 2013 – March 2014
Financial Foundations Associate - Credit Card Servicing
Provide servicing of bank credit card through call center phone contact
May 2006 – May 2008
Collector III
Responsible for 30-day credit card collections
Working knowledge of military culture
JP Morgan Chase – San Antonio TX
September 2009 – March 2013
Senior Online Branch Support Specialist/Consumer Online Technical Support Specialist
Supported and provided resolutions to telephone bankers with escalations relating to online banking issues.
Telephone Banking Customer Service Representative / Sales/ Retention Specialist
Responsible for assisting internal and external customers with daily telephone banking needs.
BancPlus / HomeSide Lending Inc. / Washington Mutual – San Antonio TX
September 1989 to December 2004
IT Help Desk Specialist
Held various positions in network / software and hardware support
EDUCATION
Fluent in English and Spanish
Certified Clinical Medical Assistant: C7C4A6K9 Expires: January 2026
Certified Nursing Assistant: NA0009028961 Expires: May 2026
BLS Certification from American Heart Association: 225********* Expires: October 2024
San Antonio College – completed degree plan, Associate of Applied Science- Mortuary Science
Phlebotomy Training Specialist Certification – November 2022 TX – 9583-70860
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