Customer Service Air Force
Resume:
RITA HERNANDEZ
San Antonio, Texas *8221
**********@*****.***
WORK EXPERIENCE
Contract Service/Air Force –Total Force Service Center
Goodwill Industries of San Antonio
550 C West Suite 22
Randolph AFB, Texas 78150
Customer Service Representative
October 26, 2020 to present
Manages large volumes of inbound phone calls, e-mails, and webchats in fast-paced, stressful customer contact center environment.
Identifies customers’ needs and verifies their identity through a systematic approach.
Researches and understands government required policies, directives, and personnel data systems to assist Air Force Military and Civilian workforce with inquires across a broad spectrum of Human Resource (HR) questions in a short period of time.
Keeps accurate records of conversations in Right Now Technologies (RNT) database and outline how each call, email, and chat was resolved.
Appropriately escalate unresolved cases to the business process owner as directed.
Quickly adapts to changing Air Force HR policies and procedures.
Answers and resolves all calls and web-chats within 120 seconds minimizing abandon rate; making every effort to resolve all calls, e-mails and chat cases received.
ARMS/ MILPDS/CMS/ MYPERS/ARPC/VMPF
Contract Services/Air Force
3370 Nacogdoches Rd. Ste. 116
San Antonio, Texas 78217
December 28, 2015 to October 26. 2020
Medical Records Associate
Ensure all records received are accurately entered into the tracking database.
Conduct through research and ensure all records are forward to the appropriate location.
Properly prepare records for scanning: scan physical medical documents.
Research information on Military member /Active/retire/etc.
Meet quota objective for each phase of the record transition.
Perform quality control of all documents.
Ensure the tracking database is updated accurately.
Greet and assist with any questions/provide excellent customer service all times
Manage inventory of records accurately.
Upload and download medical records from HAIMs and AHLTA or ARMs
Retrieve and refile hard copies of medical record
Constantly lifting/pushing/moving up to 50 pounds or more.
Release of Records- Download and Redact
Created DD2963 and AWP for member when needed
HAIMS/AHLTA/ARMS/
EDUCATION
Southern Careers Institute, San Antonio Texas
Attended 11-26-2018-11-17-2019
Business Accounting Specialist
St. Phillip’s College, San Antonio, Texas
Attended 2000-2002
San Antonio College, San Antonio, Texas
Attended 1996-1997
McCollum High School, San Antonio, Texas
Graduated, May 1996
SKILLS
First Aid and CPR certified
Bilingual in English and Spanish
Multifunction in Office Equipment
Microsoft Office (Word, PowerPoint, Excel)
Customer Service
Internet/Emails/10 key/
QuickBooks Certified
Secret Security Clearance
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