Customer Service Call Center
Resume:
Cecilia Rivera
**********@*****.***
linkedin.com/in/cecilia-rivera-51015b16
Objective
To work for a company with rapid promotion, to meet company standards, and to pursue a career within the company.
Skills
High-powered bilingual customer service manager who effectively motivates through continual guidance, direction, development, and coaching.
Education
Associates of Science in Business Administration
Colorado Technical University
Graduated with Top Honors – July 9, 2021
DIPLOMA
Ysleta High School
Interdisciplinary Studies - Graduated in 1997
Experience
CALL CENTER REPRESENTATIVE-BILINGUAL, SPANISH, HEALHCARE/MAXIMUS. --- 08/21/23-STILL EMPLOYED
Provide customer care to some of the most vulnerable communities in America who need to maneuver through complex healthcare plans. Provide timely responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses. Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy and HIPAA rules. Utilize standard technology such as telephone, e-mail, and web browser to perform job duties. Assist caller(s) with filling out online applications and submitting electronically to plan provider for processing.
TRAINER I/LIMITED SERVICE/ENDED 12/21/24 – MAXIMUS/HEALTHCARE
Train new CSRs in a classroom environment. Develop and cross train SCRs in Marketplace and Medicare fundamentals. Utilize standard technology such as telephone, e-mail, and web browser to perform job duties. Virtually certify SCRs on Marketplace and Medicare using pre-script scenarios.
CALL CENTER AGENT/NCTA EL PASO/GC SERVICES --- 09/2022-08/2023
Customer service agent assisting customers with any questions about their invoices. Assist customer in opening accounts for the North Carolina toll system and ordering transponders as necessary. Assist customers by transmitting credit card payments by masking the at the time of payment. Resolve customer issues and complaints by understanding their needs.
CUSTOMER SERVICE VIDEO REPAIR AGENT/SPECTRUM CALL CENTER
01/2022 – 05/2022
Customer service role troubleshooting and resolving technical cable and video service issues. Used patience and effective communication skills to uncover customer needs, answer questions, and leave a positive impression on customer interactions. Used advanced diagnostic technical tools to get services running smoothly, talking to customers through fixes together.
LEAD SALES CONSULTANT/MENTOR/TRAINER/COMCAST XFINITY11/05/2016-10/25/2021
Managed and mentored new hires to further their development and achieve individual goals. Worked with multi-national clients to provide digital solutions for brand and direct response objectives. Developed understanding of business needs and challenges. Displayed mobile products to solve issues, and monitor results for performance. Responsible for quarterly revenue targets via exploration of additional strategic growth opportunities.
TRAINER/INSTRUCTOR – ADULT CLASSROOM KOTRA CDL DRIVING SCHOOL 09/2014-11/2018
Train individuals who wish to obtain their Commercial Driver License Class A which permits them to operate combination and straight trucks. Courses thought were the Basic 160 hours, Premium 240 hours, Upgrade 120 hours, and Refresher 40 hours. Pre-tested individuals and reviwed exam questions to get them prepared for the written test at the Department of Motor Vehicle office.
SALES CONSULTANT/ZALES OUTLET --- 04/2013 – 06/2020
Sustained a key to the store. Meet monthly quotas as an individual to meet store sales goal. Consult jewelry needs to a large variety of customers. Responsible for approaching potential clients, offering advice, helping hesitant customers make a decision, close sales, prevent store thefts, and report to upper management.
HR/OFFICE MANAGER/THE CLOCKWORKS, INC. --- 06/2003-05/2014
Supported company operations by maintaining office systems. Executed office procedures and operations, controlled correspondences, and designed office filling system. Reviewed and approved supply requisitions and monitored clerical functions. ADP software experience.
References
Linda Hoppe, 224-***-****, Manager at Zale’s Outlet
Venessa Miceli, 224-***-****, Assistant Manager at Xfinity
Devin Poulsen, 904-***-****, Manager at Xfinity
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