Customer Service Representative

Elba Lowe

***** ********** ******* *****

Tampa, FL 33578

Cell: 813-***-****

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

Experience

Maximus Federal

Tier 1 Bilingual Customer Service Representative

March 2021 – October 2022 / Riverview, FL

Respond to consumer needs, general Marketplace information, file application for new consumers, update application changes for qualifying consumers, escalate calls that require additional assistance beyond role.

Provide good customer service to our consumers to achieve quality metrics.

Adhere to company guidelines and procedures to maximize performance such as attendance, adherence, training completion and call handling time.

Received and completed company recurring mandated trainings to ensure up to date accurate information for consumers and system procedures.

Trained and certified as a Dual CSR to receive and assist Medicare consumer calls since October 2022.

Tier 2 Bilingual Customer Service Representative

October 2022 – February 2024 / Remote

. Receiving transfer calls from Tiers 1 or Consumers who need to get a SEP (Special Enrollment Period) due to a life change, like: Adding a new baby to the plan or other member of the family, moving to other state, losing coverage because of non payment or an unresolved DMI (Data Matching Issue), escalate issues about their 1095A, like fraud or just that they never called to cancel coverage and the plan continued without their knowledge.

. All these transfers had to demonstrate a great customer service because they were dealing with lots of issues that needed to be escalated or resolved and that’s why the Tiers 1 transfer these calls to us, Tiers 2

. I was a Tier 2 until February 2024 when I applied to be an ISG Bilingual Marketplace Customer Service Representative

ISG (Internal Support Group) Bilingual Customer Service Representative

March 2024 to September 2024 / Remote

. Like an ISG my rule was to support calls from Tiers 1 and Tiers 2 that need help to find a scripting or just need to be helped with the callers. Usually they had to be helped in order to follow the policy, giving the customers the right information not an assumption. So we were like a guide, a book that teach them what to say or what to follow in order to find out what they are supposed to do.

. Like an ISG I received direct transfers from the Tiers 1 or 2 about callers that were dealing with an unresolved escalation or need to understand the resolution letter that they receive after a resolved escalation. In other cases just help consumer escalating the issue they had and giving them support and a lot of patience to understand that this procedure can take between 30 to 45 days.

. Like an ISG also received transfer calls from consumers that needed to talk to a Supervisor, when the situation was out of the control or out of their hands of the Tiers 1 or 2.

Usually, the volume of calls were between 35 to 60 daily.

Kirkland’s / Sales Associate

October 2013 – March 2021 / Tampa, FL

Responded to telephone inquiries by providing quality service to customers and associates.

Strived for quick compliant resolution, commended by supervisor for the ability to resolve problems on the first call and avoid escalation of issues.

Thoroughly learned the company’s product offerings and contributed to an increase in monthly sales.

Arranged new merchandise with signage and appealing displays that encouraged customer sales and moved overstock items.

Delivered excellent customers service with floor sales and assist customers with purchases

Managed cash register, communicated with customers and operated sales floor.

Macy’s / Sales Associate

May 2012 – May 2013 / Tampa, FL

Engage customers in order to provide to them what they need in terms of product and quality services by demonstrating technical selling skills and product knowledge.

Assisted in set up of store displays and inspected merchandise for qualify.

Carrying out re-merchandizing and price markdowns duties while achieving sales quotas.

Prioritize account management, POS operations, customer service problem solving and relationship building in fast paced setting.

Hard Rock Spa / Attendant

March 2010 – May 2012/ Tampa, FL

Cross trained as receptionist, answering multi-lined phones, inputting client information into the computer system.

Provided accurate, appropriate and immediate responses to all requests by guests, ensuring complete satisfaction.

Implemented a positive atmosphere resulting in returning and referred customers.

Skills

Proficient in Microsoft Office including Word, Excel and PowerPoint.

Familiar with POS

Bilingual: Fluent in both English and Spanish

References

Available Upon Request

Studies . Highschool Rosa de America

Graduated in 1976 as Bilingual Manager Assistant

. IPAE (Enterprises Management Peruvian Institute

1983 to 1986 studied Management (didn’t graduate)

. Marketplace / Medicare

2021 to 2024

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