Customer Service Call Center

CARMEN BONILLA

ALTAMONTE SPRINGS, FL *****

407-***-****

***************@*****.***

OBJECTIVE:

Seeking employment with a company where I can utilize my extensive years of experience in call center environments, as well as my experience working remotely while providing great customer service, professionalism, and good work ethics and principles. SKILL SETS & JOB EXPERINECES:

Fluent in communicating verbally, writing, & grammatically in English & Spanish, typing: 40+ wpm, 15+ years Call Center & Customer Service experience, 6 years Healthcare, and 2 years working from home, software’s: Microsoft Office Word, CMS, Calendly, Shopify, Salesforce, phone systems used: Cisco, Infinity, and Genesys, experience with Chat, and Emailing, knowledgeable with keyboard shortcuts, and comfortable navigating between monitors, software and platforms to document calls, transactions and communications. WORK FROM HOME EQUIPMENT:

Windows 10 Dell desk top computer, antivirus/antimalware by Geek Squad, Backup Power Surge Battery up to 3 hours, Ethernet cable port hardwired into modem and router, Internet speed upload capability of 12.41 mbps and a download of 62.09 mbps, installed RAM of 12.0 GB 11.8, Internet Service by Spectrum with landline, iPhone by T-Mobile, audio source wired to USB headset with microphone, dual monitors with 23 1/2 inches with minimal resolutions of 1920 x 1080 on Monitor 1, and 1366 x 768 on Monitor 2, USB webcam, keyboard and mouse with a secured quiet office space.

EMPLOYMENT:

12/2024-June 2025 Path Medical/411 Pain Longwood, FL Customer Service Representative

Daily duties include receiving inbound Scheduling and 411 Pain calls via Five9 phone system and receiving incoming referrals via Outlook. We assist prospective clients who have been involved and injured in an automobile accident, in a slip and fall or have a medical malpractice case and are seeking to be connected to an attorney. Using the Five9 phone system to conference clients to attorneys, as well as transfer calls to other agents working on a case. Inside Citrix portal we conduct the Intake following a script, documenting type of call, entering or updating client information and scheduling medical and transportation appointments Via LYFT APP. 02/2024-12/2024 IntouchCX Altamonte Springs, FL

Member Support Agent

Handled inbound calls through our Genesys phone system assisting members with technical issues, troubleshooting the equipment’s issue by multitasking through internal and external knowledge base tools with one-call resolution skills, answering live webchats, responding to emails, conducting follow-up calls, utilizing Salesforce to document calls, handling inquiries pertaining to refunds, returns, swaps, cancellations, warranties, subscriptions, equipment purchases, and payments and deescalating calls, or escalating complex issues to our Senior Support department, also utilizing Shopify in regards to apparel orders, submitting BAMKO kits as consolation gifts to retain customers per policy and standards.

09/2021 to 10/2023 AnswerFirst Communications, LLC Tampa, FL Remote Bilingual Customer Service Professional (levels 3,4, and 5) Received over 100 inbound calls daily through the INFINITY phone system where I greeted callers, and provided necessary information to clients, vendors, customers, patients, and hospitals following a variety of scripts verbatim, verified HIPAA, used active listening, asked probing questions to summarize reason for call, deescalated calls that were unpleasant, and/or hostile in a tactful manner and provided resolution, also transferred calls to perspective departments and/or persons, utilized Google Chat to communicate with shift leaders and other departments, used Calendly to schedule appointments, managed web-chat calls, and utilized secured web-form software like Shopify to take delivery orders, and process credit card payments.

09/2014-05/2020 Healthfirst, Inc. – New York Lake Mary, FL Bilingual Member Services Agent

Answered promptly over 100+ calls utilizing CISCO phone system with courtesy and professionalism documenting calls in Salesforce 360, assisting with PCP changes, processing premium payments, updating member’s demographics, providing health benefit information, submitting ID cards, scheduling doctor and transportation appointments, documenting and forwarding grievances to appropriate departments for further action and verifying HIPAA Release forms and POA forms.

06/2013-12/2013 Healthfirst, Inc. – New York Lake Mary, FL Bilingual Verification Representative

Hired temporarily for 6 months to conduct outbound calls to our Medicare members to verify member’s open enrollment through a Blackberry phone, utilizing job aids, following script verbatim and procedures to assist in verifying and attaining missing information to process applications. EDUCATION:

09/1976-06/1978 Vineland High School Vineland, NJ

References Furnished Upon Request