Customer Service Call Center

Name: June Letizia

Email: **********@*****.***

Cell #: 1-407-***-****

Educational Background:

Hudson High School - Hudson, NY - High School Diploma

Years of Relevant Experience:

Sixteen Years

Experience

Profile: Ms. Letizia is a Customer-focused customer service professional with strong inbound and

outbound call center experience. Her skills include a demonstrated competency in Windows applications, keyboarding proficiency and use of automated systems. She articulates with excellent verbal and written communication skills. She has over 16 years’ experience in both Commercial Industry and Government.

Summary of Qualifications:

Outstanding Customer Service, Microsoft Office Suite, Data Entry and Filing (35 WPM), Great Telephone Etiquette,

Time Management, Office Equipment Operations, Call Center Service Operations, Records Management,

Confidentiality, Follow HIPAA guidelines, Familiar FDCPA Regulations, Punctual/Reliable

St Joe Company/ Reservations Agent Aug 2023 – June 2024

Assisted caller with making resort hotel reservations for their vacation. Booked Beach Chair reservations for the vacationer and collected the credit card payment. Provided them with confirmation number. Modified reservations per customer request. Changed dates of stay, added additional days to their vacations.

Ask Consulting Customer Service Representative Preventive Care Mar 2023- July 2023

Took inbound and made outbound calls to members of UHC offering to set them up for a routine mammogram.

Took provider calls to verify that the member showed up for the appointment. Assist members overcome any objections about the mammogram.

Artech / IBM, United States of America, New Jersey Utility Claims Specialist / Adjudicator, 07/2022- Oct 2022

Adjudicated applications, took many inbound and outbound calls, calculated their income, and helped complete their incomplete applications. Certified the applicants and signed applications on applicants’ behalf. Provided direction on how to create their account on the New Jersey website and reviewed their application. Provided updates on the application and the period of acceptance which was 60 days from filing application. Also notified applicant of “shut off” notices in situation where Utility Company was going to shut down Gas or Electricity.

Artech / IBM, United States of America, New Jersey Utility Claims Specialist / Adjudicator, 10/2021- 05/2022

Provides respectful, courteous customer service and coordinates the utility’s arrears claims intake/eligibility and assessment/review processes. Navigates a variety of computer systems and applications.Formulates a formal judgment on utility’s arrears program eligibility and entitlement after reviewing the program applications and associated/required documents. Enter all contact information into appropriate database(s) in compliance with Company and Regulatory policies.

Artech / IBM New York Dept of Labor Pandemic Unemployment Insurance, Live Agent, 03/2021–10/2021

Work closely with the team, motivating and coaching them. Accept phone calls from individuals that have filed for unemployment. Answer questions and verifying data in online database for individuals that call about their unemployment claims. Analyze issues related to filing and decision making on next steps for individuals. Some reporting requirements related to the program. Demonstrate basic proficiency with computers and smartphones Ability to navigate web-based applications, mainframes, and other user interfaces

K-Force- Florida Dept of Economic Opportunity (Titan Technologies) - Customer Service Agent, 02/2021-03/2021

Verified claimants on inbound calls; read the fraud disclosure and assisted with resetting pin on locked accounts.

Helped claimants to certify for weekly benefits and explained to claimants the work search criteria are 5 per week (for each week claimed). Updated claimants address and direct deposit information. Reviewed the claimant’s payment history and sent out letters on behalf of claims department. Reported lost or stolen checks and/or payments that claimant had not received.

Randstad/temporary contract with Conduit Global-Customer Service Agent, 08/2020-01/2021

Assisted members with setting up reservations for roundtrip transportation from home to their medical appointments. Sometimes pharmacy stops to pick up their medication. Received calls from hospital staff, Nursing home staff, and Rehabilitation Staff for discharge of patients going home. Assisted members to various types of therapy up to 100 miles without a prior authorization. Filed grievance/complaint on behalf of members not being picked up on time and missing their medical appointments as well as long waiting time at doctor’s offices.

Artech (via AECOM) Customer Service Agent -Florida DEO, 6/2020-7/2020

Received calls from claimants calling in to claim their weeks for unemployment benefits. Informed the candidates they are required to report all 5 work searches per week: such as company name phone number position applied for and method of application: in person, by phone, and online. Claimant needs to report outcome of hired, waiting for an offer, or not hired. Advised applicants they are required to register in Employ Florida.com when completing their applications for benefits. In addition to informing applicants of their upcoming appointments at the Career Source Central Florida. Assisted applicants with researching payments they did not receive possibly lost in the mail. Banking institution returned the payments back to us. Changing from direct deposit to a debit card.

TTEC-Customer Service EPP Billing, 1/2020-3/2020

Received inbound calls from members that paid monthly premiums by debit or credit card. Issue billing statements to members through email. Helped members with reopening insurance claims. Utilized time and records management. Completed classes at library to sharpen skills on MS Office including MS Excel 2016, Excel Data Management. Reviewed pivot tables and MS Word.

Sharecare Health Data Systems, Customer Service Associate, 08/2019-10/2019

Handled inbound calls from medical offices and government agencies. Requesting medical records on their patients. Uploaded confidential medical records through the social security secure portal. Submitted billing invoices to patients that contacted us for release of their medical records.

CVS Specialty, Customer Service Representative, 02/2019-03/2019

Followed HIPPA guidelines and agreements and followed call center service operations. Assisted patients with requesting their medication to be expedited. Offered to patients the importance of having automatic refills to be sent without interruption. Responded to customer inquiries and resolve the issues efficiently and professionally.

Sedgwick, Service Center Representative, 11/2018-1/2019

Assisted employees from several companies file a leave of absence claim, short term disability claim, workers compensation claim. Reported time away from work for medical appointments in terms of 1-2 hours missed from work. Received phone calls from employers checking on how much time is left for an employee away from work.

Global Connections Inc, Marketing Agent, 07/2017-10/2018

Made outbound calls to clients that purchased a vacation packet and offered client to have a review of their benefits with the option to upgrade on their membership. Helped clients search for a specific location they could book for vacation at one of our properties. Escalate upset clients to management that demanded to cancel their contract .

Randstad, Aon Hewitt, Customer Service Agent, 09/2015-05/2016

We offered to employees of multiple different companies on how to set up an HSA account or an HRA account.

Mailed HSA and HRA debit cards to employees. Explained the process on how to request reimbursement for certain prescriptions they paid out of pocket. Such as medication, Eyeglasses. Quoted the benefit amount they could receive.

Payment Solutions Group SunTrust Bank, Mortgage Collections, 09/2007-07/2015

Requested payment by phone to bring account out of collections and to save home from foreclosure. Set up postdated payments by phone for their mortgage. Took financials by phone to see if we could possibly set up a repayment plan to get the loan brought up to date. Collected payment by phone and then gave a confirmation # of the payment. Followed the script. Fraud Department reported debit card fraud and check fraud on behalf of the client. Once the debit card is reported to us . Gave a provisional credit to applicant while setting up a fraud claim and advising the applicant to file a police report. Review debit card transactions online to confirm either charges made by applicant and or whomever reports fraudulent transactions.

Key Courses, Certifications, and Skills:

Skills:

Microsoft Word 2016 1.2.3.4-2019

Excel 2016 1.2.3.4-2019

Excel Data Management Level 1 &2 - 2019

Excel Formulas and Functions - 2019

Excel Pivot Tables - 2019

Bookkeeping and Office Assistant Course - COPE Institute - New York, NY

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