Customer Service /Technical Support

BARBI ROBBINS

**** ******** ***** *******, ** ***49 254-***-****

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

An exceptional Customer Service/Administrative Support Specialist skilled in customer experience and technical support for over twenty years. Proficient in exceeding company goals and exceptions by expanding client base, networking to enhance organization standards and to maintain high quality service.

EXPERIENCE

MARCH 11, 2024 – PRESENT

CUSTOMER ADVOCACY 1, BAYLOR SCOTT & WHITE HEALTH PLAN Assist members with their benefits, payments, prior authorizations, and coverage questions. Ensures all materials are sent to the members as requested. Provide exceptional Customer Service and basic technical support to all members while following company policy and procedures to the best of my abilities.

OCTOBER 26, 2021 – JANUARY 16, 2024

MEDICAL SUPPORT ASSISTANT GS 5-3, US ARMY GRAFENWOHR, GERMANY MEDICAL CLINIC

Provide administrative and technical support to providers and team members. Answer phone calls, emails and deliver messages to staff members. File, maintain, and safeguard patient identity and information of records via electronic record keeping system. Schedule/Update appointments for patients and ensure all forms are filled out accurately. Trained new staff on daily policy and procedures.

MAY 2021 – OCTOBER 22, 2021

CUSTOMER EXPERIENCE ASSOCIATE, AAFEES

Provide exceptional knowledge on gold, silver, diamond, and other stones and materials as well as miscellaneous fine jewelry. Proficient in cash drawer transactions as well as navigating the register touch screen POS system. Aid clients and vendors in inventory as well as maintained the overall look and tidiness of the jewelry and accessories in the department. AUGUST 2020 – MARCH, 2021

LICENSED HEALTH INSURANCE AGENT, BLUE CROSS/BLUE

SHIELD/SOLIX/EMPLOYMENT SOLUTIONS

Assist customers with the health care election process during the open enrollment period. Educated customers on the different plan options available and compare the best option available to meet each customer’s health care needs. Provide customer service to existing members outside of open enrollment period with any plan needs. 2

MAY 2018 – AUGUST 2020

OFFICE ASSISTANT, CENTRAL TEXAS COLLEGE

Manage all student records and enrollment packets for staff and students in the medical college programs. Complete all budgeting and travel purchase orders regarding supply needs for staff and students. Constructed and performed all pre-orientation for the Allied Health Programs. JUNE 2016 – MAY 2018

CASHIER, BUCEES

Excellent knowledge of software and hardware components. Vigilant in cash handling, finance, and bookkeeping. Promoted excellent customer service with a dedicated ability to multi-task, work in a challenging environment while providing positive and professional customer service to each customer.

DECEMBER 2015 – JUNE 2016

SALES ASSOCIATE, SEARS

Inventory and supply specialist in the home furniture and mattress department. Provide product knowledge on the science of technology in the products offered. Educate customers on the best way to get the best night sleep according to their comfort level and style. Exceeded all department sales goals each month as the top seller. JULY 2014 – MAY 2015

SALES/CUSTOMER SERVICE ASSOCIATE, TELEPERFORMANCE

Provide product knowledge to all customers and offered upgrades when available. Assisted with technical troubleshooting with navigating our website for the customers. Exceeded all expectations for company sales and customer service goals and performance stats for inbound and outbound calls.

JULY 2012 – FEBRUARY 2014

HEALTH UNIT COORDINATOR, BAYLOR SCOTT & WHITE HOSPITAL Maintain medical charts for all incoming patients with the assistance of nurse managers. Transcribed physician orders, reconciled charges, and updated databases with patient information. Provided patients with education on diets, hygiene health, and smoking cessation when needed.

SEPTEMBER 2004 – JULY 2012

AUDITOR/QUALITY ASSURANCE, SALLIE MAE/AEGIS

Perform quality assurance and reported incidents/errors to supervisors for areas of opportunity to improve the quality of calls. Created/updated/analyzed reports on improvements to bring effectiveness to the department. Manage the escalated service concerns received from the clients and provided resolutions to those concerns. OCTOBER 2002 – SEPTEMBER 2004

ASSISTANT SUPERVISOR, CONVERGYS

Assist in the supervision of twenty-five call center agents as well as the call center’s daily operations. Assign daily responsibilities and monitored calls taken by agents. Maintained an end 3

of shift report for maintenance review on productivity of the team. Provide positive feedback on all agents’ performance for quality assurance.

JUNE 2001 – JULY 2002

OFFICE ASSISTANT, PRECISION TUNE AUTO CARE

Create and maintain office records in both paper and electronic format. Answer phone calls and provide information of the company’s services and facilities. Provide research and coordination assistance to all departments, paying special attention to communications. DECEMBER 2000 – JUNE 2001

TELEMARKETER, THE MARC GROUP

Receive inbound customer calls for various product purchase queries and complaints. Provide information and resolution for all customers. Attain shift call completion quotas for all inbound and outbound calls taken.

EDUCATION

MAY 1998

HIGH SCHOOL DIPLOMA, COPPERAS COVE HIGH SCHOOL

Other than my general studies, I completed Principles of technology I & II, Leadership program in my junior and senior year as well as basic computer skills programs. IN PROCESS OF COMPLETION

CENTRAL TEXAS COLLEGE

Currently in process to finish Degree as IT support and Cybersecurity certifications with a 3.3 GPA.

SKILLS

• Administrative Support Specialist

• Honest and Loyal Team Member

• Customer Service

• Quality Assurance

• Computer proficient

ACTIVITIES

I am adept at using common software applications, navigating operating systems, managing files and folders, utilizing internet browsers, and troubleshooting basic technical issues. Assisted in my department receiving the highest marks in customer service in both the first and second quarter among all the US Military clinics at my previous employer.

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