Compassionate Customer Service Specialist with 20+ Years
Resume:
CONTACT
Oxnard, CA *****
*********@*****.***
PROFESSIONAL
SUMMARY
Dedicated and compassionate
Customer Service Professional with
over 20 years of experience in high-
volume call center and healthcare
environments. Proven ability to
handle complex customer concerns
with empathy, accuracy, and
professionalism. Skilled in
connecting clients with community
resources. Experienced in
supporting diverse populations and
committed to serving mission-
driven nonprofit organizations.
Known for strong communication,
patience, and a commitment to
improving clients' quality of life.
Strong background in member
support and community outreach.
SKILLS
■ Inbound & Outbound Call Handling
Active Listening & Conflict
Resolution
■
Member Management Systems &
CRM Software (Salesforce, Zendesk,
etc.)
■
■ Data Entry & Documentation
Multitasking in Fast-Paced
Environment
■
■ Bilingual (if applicable)
■ Healthcare Member Services
■ Conflict Resolution & De-escalation
■ Data Entry & Documentation
■ Problem-Solving & Critical Thinking
■ HIPAA Compliance
■ Community Support Services
■ Reliability and punctuality
■ Flexible schedule and availability
Verbal and written communication
skills
■
SYLVIA VELASQUEZ
CUSTOMER SERVICE REPRESENTATIVE
EXPERIENCE
Caregiver/ Peer Support Specialist Aegis - Ventura, CA 04/2015 - 01/2026
Performed light housekeeping duties including laundry, meal preparation and grocery shopping.
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Helped clients with daily tasks, such as laundry, housekeeping, and shopping.
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Assisted residents in activities of daily living to maintain health and dignity.
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Assisted residents in and out of bed and wheelchairs, using safe lifting and transferring techniques.
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Demonstrated excellent communication skills while interacting with clients, families and other healthcare professionals.
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Sr. Customer Service Representative WellPoint/ Anthem - Newbury Park, CA
09/2004 - 04/2015
Handled 80–120 inbound calls daily in a high-volume call center environment.
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Assisted customers with account inquiries, such as confirming eligibility & benefits, claim status, and provider information.
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Maintained accurate records using CRM systems such as Salesforce and Zendesk.
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Resolved complaints efficiently, maintaining a customer satisfaction rating above 95%.
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Demonstrated excellent communication skills, both verbal and written, in order to effectively interact with customers.
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■ Assisted with training and mentoring new team members. Updated and maintained database with accurate customer information and timely data entry.
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Customer Service Cashier Salvation Army - Oxnard, CA 02/1997 - 08/2004
Performed daily opening and closing duties such as counting out cash drawers and verifying amounts against sales receipts.
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Developed strong organizational skills to efficiently manage multiple tasks simultaneously, such as restocking shelves and operating a cash register.
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Provided assistance to other team members when needed to ensure the smooth operation of the store front end.
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Participated in promotional activities such as setting up displays and offering samples of new products.
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Trained new cashiers in the use of cash registers and processing payments.
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Informed customers of special promotions, loyalty programs, and discounts.
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■ Supervised others and provided on-the-job training. EDUCATION
High School Diploma
Frontier High School - Camarillo, Ca, 07/1994
VOLUNTEER EXPERIENCE
Volunteer Salvation Army - Oxnard, CA
06/1994 - 12/1997
Assisted community members with program information and service referrals.
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Supported fundraising campaigns by contacting donors and updating records.
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Demonstrated strong commitment to the organization's mission and community outreach.
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■ Participated in community clean-up and enrichment projects. Served meals at soup kitchens and food pantries to alleviate hunger in the community.
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Provided direct assistance to individuals in need, offering companionship and support.
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■ Recruited and signed up volunteers and staff.
■ Assisted families in using and learning about society resources. Visited individuals in homes or attended group meetings to provide information on agency services, requirements or procedures.
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Contact this candidate