Customer-Focused Contact Center Specialist

Rosemary Sobers- Boyce

**** ****** *, ********, ** 11203

929-***-**** (h) or (347) 302 - 7559(c)

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

SKILLS

Data entry

Meticulous attention to detail

Professional demeanor

Time management

Critical thinking

Organizational skills

WORK HISTORY

Centene Management / Fidelis Care 03/16/2020 – 12/10/2025

Customer Advocate 11

Receives and responds to routine member inquiries, requests and/or concerns in an accurate and timely manner.

Lessens and prevents complaints from being escalated to resolve in initial contact.

Serves as the front-line resolution advocate on various member inquiries, requests, or concerns.

Resolves basic problems by communicating the requested information regarding the assessment of the member or provider's needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution.

Maintains performance and quality standards based on established contact center metrics.

Provides customer service in a high pace contact center environment over the phone.

Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency and compliance.

Performs other duties as assigned.

Comply with all policies and standards.

Winston Staffing - Fidelis Care - Long Island City, NY 10/07/2019 - 03/16/2020

Customer Service Rep 1

Processes/updates members’ insurance cards, updates Primary Care Physicians (PCP) for members,

assists in answering phones when there is heavy call volume.

Global Contact Services - Long Island City, NY 05/2017-02/2019

Customer Service Agent

Provided customer service, answered phones, processed, and researched Access-A-Ride client’s trips and gave feedback, diffused irate customers by listening and providing appropriate solutions, and adhered to all related

company policies and regulations.

Laparkan Trading Ltd - Brooklyn, NY 02/2008-05/2010

Customer Service Agent

Provided customer service, answered phones and greeted visitors, researched shipment tracking requests and

provided feedback; attempted to resolve misplaced shipments, communicated with downline stations to resolve customer problems, assisted with operational procedures including shipment processing, documentation, and

Send shipment status information, adhered to all related company policies and government regulations.

Commercial Services Company Ltd - St. Michael, Barbados 01/2005-12/2007

Customs Brokerage Clerk

Documented paperwork for Customs, classified goods according to government codes, provided customs brokerage services for importers, processed/prepared import documentation and assisted in the customs clearance process, responded to internal and external requests for information.

P & G’s Trading Company Ltd - St. Michael, Barbados 06/2002-05/2004

Cashier/Shop Assistant

Processed customer/s purchases, priced merchandise and arranged items on the sales floor, assisted customers with merchandise selections, and tallied sales at the end of the day.

EDUCATION

Medgar Evers College-CUNY Brooklyn

Bachelor of Arts: Liberal Studies with a minor in Public Administration 09/2011- 06/2016

Achievements:

Dean’s Honors List Recipient on multiple occasions

Hurricane Sandy Scholarship Award

References Available Upon Request

Contact this candidate