Customer Service Representative

Ofelia Gonzalez e-mail: ************@*****.***

**** **** ** | Spotsylvania | VA | 22551 | tel: 267-***-****

OBJECTIVE: To secure a position with a well established organization with a stable environment that will lead to a lasting relationship in the field of Customer Service.

EDUCATION: GLASSBORO STATE COLLEGE, Camden, NJ

Major in Education, some college courses completed.

EXPERIENCE: eResearch Technology, Philadelphia, PA June 2008 - Nov 2009

Bilingual Customer Service Representative I

Data entry and maintenance of accurate and complete client, site, and patient information in the database.

Performed duties of back-up Shift Leader as needed.

Met and exceeded production metrics as defined by Customer Care Management while being a liaison between bilingual clients, and providers creating a channel for additional business opportunities.

eResearch Technology, Philadelphia, PA June 2008 - Nov 2009

ECG Specialist

Responsible for the determination of quality acceptability of ECG, and directly spotting any life threatening rhythms.

Instruct the transmitting technician on how to operate and transmit ECG using the MTX-2.

Provided concise and accurate ECG troubleshooting techniques to a multitude of customers in accordance with company guidelines.

Pfizer, Langhorne, PA Sept 2003 June 2006

Bilingual Customer Service Representative

Assisted members that participated with Medicaid choose a primary care physician, and select the proper medical assistance that was needed.

Resolved problems that may have occurred that customers had relating to physicians, medicines, and pharmacies.

Supervised 4 employees while maintaining good customer/client relations.

ICT Group Americhoice, Langhorne, PA June 2001 May 2003

Bilingual Customer Service Representative

Worked with all compliances of ISO9002.

Worked with Medicare recipient and Medicaid members.

Verified membership eligibility and fulfilled change of provider requests.

SKILLS & LANGUAGES:

Computer Skills: Windows XP, Microsoft Office, Sales Force, Expert 2

Bilingual: Spanish and English

Excellent organizational, and various invaluable interpersonal skills

Ability to learn and perform multi-tasks with minimal to no supervision

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