Member Services and Administrative Specialist
Resume:
Sophia S. Mercado
**** ***** **** **. *** **** Arlington, TX 76015
************@*****.***
Work History
AAA The Automobile Club Coppell, TX
Member Service Specialist September 21- Present
Full Time
. Provide exceptional service to members in branch and over the phone regarding insurance policies, membership and insurance billing, and other services including passport photos planning road trips and cashiering duties. Perform routine and advanced duties in support of agents and other team members Develop Insurance leads for in office sales agents and Life specialist. Assist members with information regarding their membership, taking payments, upgrading and downgrading, Adding new family members and educating the members of their membership coverage, Offering members new products, Pinnacle Motor Club Hickory Creek, TX
Vendor/Admin June 2014-2021
Full Time 940-***-****
Notifications to ISP when insurance expires, update new insurance certification info in ODIS received invoices via mail or electronically, Data entry- key in contract, ISP data, insurance, W9 information, Clean up Odis bad ISP via reporting and agent notifications in ODIS, Merg ISP’s multiple accounts. PO Exceptions- why some POs cannot be processed for payment- Possible missing information. Field inbound ISP phone calls (non-dispatch related) IVR route to specific person. may need to review agents dispatch call recordings.
Billing discrepancies, website login issues, ISP’s wanting to join/contract Facilitate damage claims- weekly touch point with every customer with an open damage claim work through resolving/closing multiple claims weekly.
Answer/Manage ISP call backline, manage issuing the dispatch credit card, Credit card reconciliations. Cliff’s Check Cashing Denton, Texas
Teller February 2013 - June 2014
Full Time Permanent Position 972-***-**** x 706
● Financial Services: check cashing, large sums of cash handling, balancing cash drawers daily, sending and receiving GARDA bank deliveries, proficient in check cashing & issuing money orders, wire transfers via Money Gram, and processing loan applications
● Bill Payments: paid all utility bills (electric, gas, cable, Texas Child Support, car payments, car insurance, and reloaded prepaid credit cards)
● Sales: Commission earned from sales of the NetSpend Visa/MasterCard (benefit enrollment for SSI & SSD), Direct Energy Power-To-Go, cell phone reloads using Cliff’s Pinless, sales for Texas Lottery and scratch-offs, and promoting Cliff’s Loans. Mr. Payroll aka Cash America Denton, Texas Teller
July 2011 – November 2012
Full Time Permanent Position 940-***-****
● Financial Services: check cashing, large sums of cash handling, balancing cash drawers daily, sending and receiving GARDA bank deliveries, issuing money orders, and wire transfers via Western Union. Fry’s Electroncs
Plano, Texas
Customer Service, Relations, and Auditing Associate November 2008 – June 2011 Full Time Permanent Position 214-***-****
● Customer Service Associates were responsible for the needs of the customer and their purchases.
● Customer Relations were responsible for heavy inbound and outbound calls, helping customers with product rebates, and handling online and will call orders.
● Audit Associate’s duties included counting cash and receipts from the previous day’s sales, making bank deposits, and verified each inbound and outbound receiving paperwork, and creating/reactivating employee badges. Strengths
● Bilingual
o Spanish/English
● Clerical skills o Proficient with Microsoft Word and Excel o Pleasant phone etiquette o Filing- alpha and numeric o 45 words per minute and 7,500 key strokes per minute o Expert with office equipment
(fax/copy/scan/print)
● Business related skills o Customer Service
o Auditing
Objective
To obtain a permanent position where I can demonstrate my passion for customer service and grow professional through advancement opportunities Professional and Personal References Available Upon Request
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