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Customer Care Center Representative Resume Example

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CUSTOMER CARE CENTER REPRESENTATIVE
Career Overview

Highly enthusiastic customer service professional with exceptional problem solving skills with 7 years of experience. A dedicated, reliable and focused team member who values input and feedback. Plans well and adapts to rapidly changing environment. Able to work well and learn different phone and computer systems. Resourceful striving for high productivity. and results. Proficient with Microsoft Office systems and familiar with the diversity of cultural and social-economic backgrounds. Corporate event planner and meeting organizer., Has the drive for success and knowledge, recent graduate of Northeastern University Bachelor in Science Leadership in Boston, MA USA.





Core Strengths

Microsoft Word, Excel, PowerPoint, Outlook and RightFax.

ESl instructor

Active Listening Skills

Fluent Portuguese

Proficient Spanish

Program Developer aptitude

High customer service standards

Service solutions expert

Dedicated to process improvement

Call center management experience

Troubleshooting skills

Proficient in customer account software 

Meticulous attention to detail

Results oriented

Self-directed

Microsoft office proficiency

Time management

Professional and mature

Strong problem-solver

Resourceful

Strong interpersonal skills

Medical terminology

Detailed meeting minutes

Claims appeal procedures

Training manual contributor
Accomplishments

Managed call flow with up to 100 calls in queue .

Stratified, planned, organized and delivered course material for non- English speaking adult students

Developed PowerPoint Presentations

Facilitated meetings and recorded meeting minutes

Negotiated with vendors and suppliers for company events

Planned company luncheon events yearly

Work Experience
Customer Care Center Representative 02/2008 to 02/2013 Neighborhood Health Plan Boston, MA
  • Serve as the primary liaison for all members, providers and prospective members regarding benefits, claims resolution, pharmacy issues, eligibility, material fulfillment, premium rates, provider contracting, policies and procedures. Navigate multiple systems in order to resolve member and provider issues. Responsible for understanding the distinction between various lines of business .Makes use of Outlook e-mail communications to resolve customer issues and internal processes. Uses problem-solving skills to “close the loop” on escalated issues.
Call Center representative 06/2006 to 02/2008 Boston MBoston Medical Center Health Net Plan Medford, MA
  • Provided accurate and thorough information on benefits, eligibility and enrollment policies to current and prospective members, providers, and internal customers. Responsible for the resolution of customer inquiries as a member advocate building customer loyalty and extending member retention. Interaction with both internal and external staff in the areas of marketing‚ enrollment‚ provider relations‚ member services and claims. Knowledgeable of Plan contracts, handled difficult customers professionally while documenting calls in accordance with departmental policies. As an Involvement in Care Coordinator received, documented and filled member involvement in care forms. Understood the HIPPA confidentiality laws.
Teller 09/2004 to 06/2006 Century Bank Medford, MA
  • Provided good customer service while processing deposits, withdrawals, loan payments and cashing checks for bank customers. Completed settlements daily with minimum errors and within the bank's policies and procedures. Resolved basic service issues for customers. Created work-relationships which facilitated on day-to-day business flows.
Volunteer ESL Teacher 09/2003 to 01/2005 Brazilian Worker Center East Boston, MA
  • Provided educational programs in Non-Profit Organization, job training and legal assistance to the immigrant community of East Boston.Taught English as a second language to Portuguese speaking adults and assisted staff with administrative duties as required.
Administrative Assistant 05/2003 to 09/2003 Alexim Exporting Company Everett, MA
  • Exporting company with a mostly Brazilian clientèle. Responsible for all aspects of customer service and administrative duties, including: providing information about products and services, handling customer questions and complaints, taking orders and disseminating sales materials, maintaining the company's database, setting up out of state appointments and extensive letter writing.
HR Assistant 07/2000 to 01/2003 Aesop's Bagels Bakery Somerville, MA
  • Human Resources assistant for large bakery manufacturer. Helped conduct interviews and new employee trainings and orientations in both Portuguese and Spanish. Assisted with weekly payroll, employee scheduling and other administrative duties related to human resources. Was instrumental in developing multilingual employee manual. Translated for managers and new workers with lack of understanding of English.
Event Manager /Admin- Diversity Committee 02/2008 to 02/2013 Neighborhood Health Plan Boston, MA
  • Performed in a variety of company committees that enhance employee's experience towards diversity and employee engagement. Planned for events and organized tasks on first-in- first-out basis to enhance production. As event manager delegated tasks and made sure event and tasks were timely. Scheduled conference rooms, arranged and recorded meetings and minutes. Assisted with managing SharePoint site.
Educational Background
Bachelor of Science: Leadership & Communications 2014 Northeastern University Boston, EUA

Leadership & Communications
Languages

Fluent in Portuguese and English.

Proficient in Spanish.

Skills

administrative, healthcare Billing, Call Center, contracts, customer service, marketing, materials, meetings, Outlook, PowerPoint, Microsoft Word, payroll, policies, Portuguese, Problem solving skills, processes, Quality, sales, scheduling, settlements, training, organized,enthusiastic, people skills.

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Resume Overview

Companies Worked For:

  • Neighborhood Health Plan
  • Boston MBoston Medical Center Health Net Plan
  • Century Bank
  • Brazilian Worker Center
  • Alexim Exporting Company
  • Aesop's Bagels Bakery

School Attended

  • Northeastern University

Job Titles Held:

  • Customer Care Center Representative
  • Call Center representative
  • Teller
  • Volunteer ESL Teacher
  • Administrative Assistant
  • HR Assistant
  • Event Manager /Admin- Diversity Committee

Degrees

  • Bachelor of Science : Leadership & Communications 2014

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