Customer Service Manager
Resume:
Bethany Maldonado
Acampo, CA ****0
Phone: 209-***-****
E-Mail: **************@*******.***
Summary
Results-oriented Quality Assurance Analyst with diverse background in
management and customer service. Dedicated to providing excellent customer
service, and making operational and procedural improvements.
Highlights
Dedicated to quality of service
Extensive telecommuting experience
Proficient computer abilities
Typing 55 WPM
Expert conflict resolution
Strong active listening skills
Management experience in training and development
Meticulous attention to detail
Accomplishments
Customer Service Rep of the year, two out of the first three years with my
previous employer
Received "Quality Star" award for outstanding service
Received many acknowledgment awards from members for satisfaction of
service
Participated in many committees such as Diversity, and Recognition
Only CSR chosen by Management to become a trainer
Selected to work in different facilities for walk-in customer service
Consultative Selling Skills training
Six Sigma training
Experience
June 2012 to June 2014
Mansu Finishings Lodi, CA
Office Manager
Answer phone calls, filing, prepare invoices and business proposals. Assist
with job bids. Explain products and services offered. Enter all financial
business data via quickbooks. Prepare and complete business taxes.
January 2007 to April 2012
Kaiser Permanente Stockton, CA
Quality Assurance Analyst (Management)
Monitor customer service representative delivery of service to ensure
quality. Provide written feedback regarding the customer interaction.
Prepare reports regarding service trends, and areas of improvement. Coach
and mentor representatives. Train current staff on various topics related
to health care and Kaiser Permanente. Train new hires.
June 2003 to January 2007
Kaiser Permanente
Client Service Rep
Assist brokers and employers who purchase Kaiser benefits for their
employees. Provide explanation of benefits and claims. Compose and respond
to email inquiries. Resolve escalated member issues with highest priority.
Resolve access and appointment issues. Assist Kaiser Sales and Marketing
department with benefit inquiries, ordering enrollment packets, and
Schedule A requests.
November 2001 to June 2003
Kaiser Permanente
Customer Service Rep
Answer heavy incoming calls. Provide benefit and eligibility information.
Resolve eligibility issues. Explain individual plans, rates, and benefits.
Provide billing information, and take payments. Provide claim status.
Update member demographics. Provide facility phone numbers, and appointment
information. File complaints, and compliments.
Education
1999 Delta College Stockton, CA
Associate of Arts General Studies/Sociology
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