Inbound Calls Customer Care

LETICIA Pouge

********@*****.*** Houston, TX, US +1-469-***-****

WORK HISTORY

Event Coordinator CSR at Ladie Ink Booking

March 2008 - Present (17.5 Years)

Handled inbound calls for clients interested in booking artists for showcases in state and out-of- state. Family business owned since March 2008 Assisted the family business in between jobs (if applicable) Worked full-time 03 08-08 13, now fill-ins only Customer Care Specialist at TELETECH UHC

October 2017 - February 2018 (0.5 Year)

Handled inbound calls for members, doctors, social worker for member services, benefits, payments for premiums and additional plan information for our clients who are enrolled in Medicare Part A, B, C and D.

Customer Support Specialist at Apple One Sourcing

June 2022 - January 2023 (1 Year)

Handled inbound calls from customers needing utility services for electric, water and trash. Assisted customers with payments, deposits, start service, transfer service, stop service and financial assistance plus case load investigations. Concierge-dispatcher-supervisor at BANK OF AMERICA November 2009 - April 2010 (0.5 Year)

Handled inbound calls for BOA home loans, refinancing, new purchases, home equity, foreclosures, and home retention assistance with current customers and non-customers. Transferred customers who qualify for Making Homes Affordable program through ObamaCare with payments, online technical support and other services qualified customers. Assisted 10-15 agents on my team daily with ACH, timesheets attendance, coaching and monitoring daily assignments.

Csr, Trainer Supervisor at US MINT DISCOVERY CHANNEL September 2008 - January 2009 (0.5 Year)

• Handled inbound calls for US Mint for coin collectors, new products online, billing, refunds, tracking orders, lost shipments and accounts payable. • Handled online orders for Discovery channel for online orders, shipments, payments and back orders plus services such as gift wrapping. • Assisted 15 agents with daily assignments, coaching on calls handled, time-off requests plus monitoring calls. • Completing spreadsheets on agents daily production and training on new systems plus products. • Assisted trainer while other trainer was on maturity leave, trained 20-30 agents on computer programs for the assignment hired for. Supervisor at 4 Consulting LLC

August 2021 - December 2021 (0.5 Year)

Assisted 10-15 agents per day on my team with attendance, timesheets, time-off requests plus training Handled multiple spreadsheets for daily activities of agent’s daily assignments Assisted training agents on new systems

Customer Experience Specialis at TTECH Percepta

April 2019 - November 2020 (2 Years)

Handle inbound and outbound calls to Ford customers, Ford Certified dealerships assisting our customers with service repairs. CXS assist with case resolutions for part issues, vehicle refunds, ESP coverage and Buybacks for Non- California or California. Customer Care Representative xerox-conduent at CVS December 2016 - September 2017 (1 Year)

Handled inbound calls for mail order service for CVS Caremark Assisted members with refills and new prescriptions Assisted members with updating HIPPA information, email, payment history and web issues.

Supervisor at 4Ci Consting

August 2021 - December 2021 (0.5 Year)

Handled 15-20 agents with Virginia Employment Commission, listened to daily calls, coached agents on quality, time-off schedules, weekly meetings and trained agents on new software plus handled suicide callers as well.

Enrollment Specialist at REPUBLIC SERVICES

September 2014 - December 2014 (0.5 Year)

Handled inbound residential, commercial and industrial accounts for waste management services. Assisted with missed pick-ups, bulk trash, recyclable trash, cart pick-ups, roll-offs and business trash.

EDUCATION

TULSA VO TECH - High School

Graduated 1970-01-01

GED

SAND SPRINGS BEAUTY COLLEGE - High School

Graduated 1995-01-01

Cosmetologist

CITY COLLEGE - High School

Graduated 2003-01-01

SKILLS

Microsoft Windows, To complete

Research, To complete

Accounts Payable, To complete

Accounts Receivable, To complete

Technical Support, To complete

Deposit Accounts, To complete

Billing, To complete

Medical Billing And Coding, To complete

Customer Relationship Management, To complete

Electrical Wirings, To complete

Business Relationship Management, To complete

Call Centers, To complete

Case Management, To complete

Medical Records, To complete

Social Work, To complete

Customer Experience, To complete

Spreadsheets, To complete

Customer Service, To complete

Communication, To complete

Conflict Management, To complete

CPT Coding, To complete

CVS, To complete

Data Entry, To complete

Data Management, To complete

Finance, To complete

Event Management, To complete

Expediting, To complete

Leadership, To complete

Health Care, To complete

Health Insurance Portability And Accountability Act (HIPAA) Compliance, To complete Recruitment, To complete

Home Care, To complete

Loans, To complete

Online Pharmacy, To complete

Medicaid, To complete

Medical Management, To complete

Medical Terminology, To complete

Medicare, To complete

Microsoft Office, To complete

Electrical Installation Work, To complete

Presentations, To complete

Quality Management, To complete

Salesforce.Com, To complete

Microsoft SharePoint, To complete

Time Management, To complete

Typing, To complete

Stocks (Finance), To complete

International Classification Of Diseases, To complete Attention To Detail, To complete

Coaching And Mentoring, To complete

Team-working, To complete

LANGUAGES

English, Native/Bilingual

SOCIAL NETWORKS

Linkedin, http://www.linkedin.com/in/leticia-pouge ABOUT ME

I have a drivers license

I have management experience: 1 years

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