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Professional Summary
Persuasive Account Manager skilled at developing a diverse and large client base. Constantly looking for new ways to promote products and build professional network ties.
  •  Exceptional communication skills
  • Creative problem solver
  • Trusted key holder
  • Strong client relations
  • Training development aptitude
  • In-depth knowledge of Salesforce/Service Now 
  • RXCLAIM expert
  • Microsoft Office  
  • Strategic planning
  • National account management
  • Team leadership
  • Ownership of client issues
  • Project management
  • Global remediation strategies
Work History
Pharmacy Account Manager Current
OptumRx Minneapolis, MN, United States
  • Benefit operations SME(subject matter expert). 
  • Established operational objectives and remediation strategies and delegated assignments to interdepartmental teams/managers.
  • Resolves complex and highly escalated issues for assigned Labor and Trust clientele.
  • Fosters and maintains strong working relationships with account management team and interdepartmental contacts.
  • Providing coaching, feedback and training as needed on behalf of assigned book of business.
  • Designated resource for newly hired and current employees with less experience.
  • Partner engagement within designated account management teams.
  • Maintaining, testing and updating all clients benefit information upon renewal for 1/1 and 7/1 changes.
Customer Relations Specialist 01/2012 to 06/2013
OptumRx Costa Mesa, California, United States
  • Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Maintained up-to-date knowledge of product and service changes.
  • Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  • Documented business processes and analyzed procedures to see that they would meet changing business needs.
  • Formulated custom business plans for incoming account managers.
  • Researched clients\' business issues and goals to offer appropriate solutions.
Customer Service Advocate 01/2010 to 06/2013
OptumRx Costa Mesa, California, United States
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Recipient of multiple positive reviews acknowledging dedication to excellent customer service.
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
  • Provided an elevated customer experience to generate a loyal clientèle.
  • Developed reputation as an efficient service provider with high levels of accuracy.
  • Answered an average of [80] calls per day by addressing customer inquiries, solving problems and providing new product information.
Associate of Science: Information Technology 2013 ITT Technical Institute - Los Angeles, CA

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Highly enthusiastic customer service professional with 6+ years client interface experience.  Customer-focused Retail Sales Associate with a solid understanding of the dynamics of the retail cable and internet industry.   Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute to company success.
  • Strong organizational skills
  • Sharp problem solver
  • Energetic work attitude
  • Top sales performer
  • Creative problem solving
  • Team player
  • Highly motivated self starter
  • Goal driven leader
  • Greeted customers upon entrance and handled all cash and credit transactions.
  •  Cross-sold services at a rate of 30%, upgrading customers to different plans and product packages.
  • Consistently generated additional revenue through skilled sales techniques.
  • Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
PAC Coordinator Mar 2017 to Current
Spectrum Chatsworth, CA
  • Monitor and resolve exception tasks from the billing and provisioning systems for all residential and commercial order activity
  • Reviewed and provided comments on the adequacy of orders and took necessary steps to cure any deficiencies.
  • Resolve provisioning exceptions by researching issue and updating network elements for telephone and internet work orders 
  • Proactively identify opportunities for processing and/or procedural improvements.

Customer Relations Specialist Dec 2011 to Current
Spectrum Santa Monica
  •  Retain customers from disconnect/downgrade of service
  • Demonstrates proficiency in creating and selling value
  • Efficiently manages internal and external customer escalations
  • Meeting and exceeding sales targets
  • Achieved high sales percentage with consultative, value-focused customer service approach.
  • Developed highly empathetic client relationships and earned reputation for exceeding sales goals.
Inbound Sales Rep Nov 2010 to Jul 2012
Time Warner Cable Culver City, CA
  • Handle a high volume of inbound calls within a call center environment with courtesy and professionalism.
  • Complete ongoing training to stay abreast of product, service, policy changes, and increase customer experience.
  • Consistently meet or exceed weekly and monthly sales activity goals by utilizing sound telephone based selling approaches.
  • Provide effective and timely resolution of a range of customer inquiries
  • Perform order entry.
Warehouse Foreman/QA Lead Feb 2005 to Feb 2010
Ralphs/ Food 4 Less Grocery Company Compton, CA
  • Assist store locations in the selection of product by effectively communicating product and service offerings over the phone or in person.
  • Utilize effective probing and listening skills to generate lead opportunities.
  • Recognizes and responds to cross-sell opportunities and is able to successfully convert inquiries into orders.
  • Resolve customer problems promptly and accurately in a manner that will retain and promote customer loyalty.
  • Take personal ownership for meeting established individual and team metrics.
Warehouse Perishables Receiver/Forklift Feb 2005 to Feb 2008
Ralphs/Food 4 Less Grocery Company Compton, CA

  • Receives inventory, properly record and via computer moves materials to staging area or to transportation vehicle.
  • Maintains inventory and shipping records by recording in inventory control system.
  • Maintains safe and clean work environment by following standards and procedures; complying with legal regulations.
Education and Training
High School Diploma Bell High School Bell, CA

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Professional Summary
To obtain a position that will enable me to use my strong organizational skills, leadership and customer service experience.
  • Fluent in English and Spanish
  • MS Office proficient
  • CRM Platform system administrator
  • Strong communication skills
  • Culturally competent
  • Legal compliance
  • People-oriented
  • Employee relations and conflict resolution
Work History
01/2015 to 06/2015
Contractor- Customer Relations Specialist Eventus Soluitions Group Sacramento, California
  • Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
  • Mastery of customer service management systems and databases.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Acted professionally and patiently when addressing negative customer feedback.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Gathered and verified all required customer information for tracking purposes.
  • Defused volatile customer situations calmly and courteously.

Data Entry, Service Center Representative
  • As a contractor for the State of California for the project of Covered California, we had a series of projects that required us to learn fast, be fast passed and able to work under minimal supervision.
  • The department was very versatile and was considered an 'expert group'.
  • We would constantly be assigned new projects and as a team working with our supervisor creates training materials for other call centers.
  • Our projects consisted of entering and processing Covered California applications, inbound and outbound calls for consumers and Certified Enrollment Counselors.
  • The latest project consisted of verifying documentation consumers submitted such as proof of income, proof of California residency, Citizenship, etc.
05/2008 to 07/2013
Trainer/Supervisor Access Dental Plan
  • As a trainer, I was responsible for developing, implementing and maintaining training programs for the Customer Service and Provider Services Departments to ensure quality information to customers.
  • I was also responsible for data integrity and system data maintenance, as well as evaluated the training needs of the staff and plan the training program accordingly.
  • I assisted with new product and program launches.
  • I had a responsibility that required monitoring the quality of the work product of the staff by observing live calls and providing coaching/ feedback to the agents.
  • As a supervisor I was responsible for making sure that the daily production and operational goals were met (Service Level, Average Speed of Answer, etc.) The main focus was striving to improve the service level for all product lines.
  • I was heavily engaged in the day-to-day operations of the department and worked closely with my direct reports.
  • I also coordinated the team in motivational activities and supports/assists in coaching of the agents.
  • Intensive knowledge of EOB's, ADA Dental Codes, Referrals/Notice of Authorizations was also required.
07/2007 to 05/2008
Bilingual Customer Service Representative Kelly Services/ EDS Medi-Cal
  • To respond to incoming customer service phone calls courteously and provide accurate information to callers by: answering questions from members regarding the reimbursement program for Medi-Cal beneficiaries; answering questions from beneficiaries regarding their claims submitted for out of pocket expenses while on Medi-Cal, etc; assisting members in filing grievances or appeals; following up on outstanding cases and resolving them within a reasonable timeframe.
  • Accurately document the nature of the calls and the case resolution into CRM (Customer Relations Manager).
Bachelor of Arts: Business Administration University of Phoenix
Business Administration

Western Career College
Dental Assistant, X-ray license
September 2006
General Education
California State University
General Education
Bilingual, Fluent in English and Spanish

This resume is created in 7 minutes.
Professional Summary
Highly motivated peoples person with background in client relations, product training and post sales support specialist. Skilled in market /competitor analysis, project management, forecasting and client needs assessments.
  • Project Management
  • Client Relations/ Support
  • Market Research
  • Business Analysis
  • Public Relations
  • Brand Strategy/Planning

Google Analytics & Adwords, MS Suite (Excel Proficient), Redmine, Zendesk, Redbooth, TFS, Hootsuite, HyPR, WIX, Wordpress, Simmons, IWD Display, Adobe Suite, Pipeline, MS Visio, Mintel, Highrise, Slack, G-Drive, Igloo, Tableau

Work History
08/2017 to 02/2018
Account Manager IWD New York, NY
  • Managing clients' portfolios in different industries (beauty, apparel, sportswear): scoping, management of deliverables, content production
  • Investigated and resolved customer inquiries and complaints in an empathetic manner using ZenDesk and Pipeline.
  • Effective liaison between customers and internal departments.
  • Managed work flow to exceed quality service goals.
08/2016 to 06/2017
IT Business Analyst Intern NYC Department of Transportation New York, NY
  • Attend daily standup meeting to track and discuss progress of project and next steps
  • Developed wireframes, site maps and content inventories
  • Recommended operational improvements based on tracking and analysis
  • Conducted interviews with key business users to collect information on business processes and user requirements
  • Assessed the impact of current business processes on users and stakeholders
09/2014 to 08/2015
Customer Relations Specialist Rent An Attire Pune, MH
  • Described product to customers and accurately explained details and care of merchandise.
  • Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
  • Built long-term customer relationships and advised customers on purchases and promotions.
  • Provided an elevated customer experience to generate a loyal clientèle.
12/2016 to Current
Social Media Lead (Volunteer) Animals Asia New York, America, NY
  • Manage and Supervise Social media accounts and ensure engagement targeting
  • Analyzed and reported social media and online marketing campaign results
  • Created social media content with consistent content and tone
  • Increased customer engagement through social media
Master of Professional Studies (MPS): Branding & Integrated Communications, Public Relations
The City College of New York - New York
Bachelor of Arts (BA): Liberal Arts, Media Studies, Psychology
Symbiosis International University - Pune