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Professional Summary

Fourteen years of proven customer service experience in a variety of settings. Highly motivated team player focused on ensuring that each patient's needs are quickly executed. Exemplary interpersonal skills, with an ability to build rapport and maintain loyal clientele. Knowledgeable leader with the ability to organize and lead a team of diverse personnel. Team player, fast learning, enthusiastic and eager to grow with the committed team within UHealth as the Manager of Donor relations.

Work History
University of Miami - Patient Benefits Advisor Coral Gables, FL 02/2019 - Current
  • Lead team of Patient Access Representatives in providing outstanding customer service to patients requiring assistance for explanation of their insurance benefits, estimated cost of procedures
  • Created estimated which Increased upfront collections for procedures by 70% in Q1 2020
  • Responsible for creating over $5.6M in estimate amounts due, where over $3.2M estimate amount arrived, representing 71% in potential collections ; generating over $878K in upfront collections. From Feb. 2019 through July 2019
University Of Miami - Senior Customer Service Representative Miami, FL 09/2018 - 02/2019
  • Cultivated patient flow hour-by-hour to ensure that everyone was taken care of properly
  • Liaised between patients and physicians to ensure patient comprehension of treatment plans
  • Managed planning and fulfillment of goals and objectives consistent with Uhealth's mission and philosophy
Four Seasons, Beverly Wilshire Hotel - CUT by Wolfgang Puck - Service Representative Beverly Hills, CA 08/2014 - 01/2017
  • Provided information about company products and services, for VIPs and influential clients
  • Maintained productivity and quality standards at all times
  • Through direct contact, cultivated long-term customer relationships
  • Bilingual in Spanish
  • Tech Savvy
  • Extensive Customer Service experience
  • Records maintenance
  • Advanced competency in Microsoft Suite
  • Production Management
  • Results-oriented
  • Analytical and Deadline Driven
Expected in 2020 University of Miami Miami, FL Master of Science: Media Management
2012 University of Central Florida Orlando Bachelor of Fine Arts
This resume is created in 7 minutes.
  • Personable and professional under pressure. Motivated Customer Service Specialist with over 20+ years retail experience. Meticulous and excellent at juggling multiple tasks, while working under pressure. Broad industry of experience includes Call Center, Barista, Telecom Management and Banking.
Work History
Member Relationship Specialist, 10/2018 to Current
Christian Care Ministry Colorado Springs, CO
  • Performed as back up on Retention Team as Member Relationship Specialist
  • Defer members from withdrawing from Medi Share program by going over in detail insurance world verses what Medi Share offers. Reminding them of "why" Medi Share and value of it for them
  • Open and document new medical needs for members that may need critical care
  • Accurately assessing and documenting more than 100 medical bills in timing and efficient manner
  • Using assertiveness and power of persuasion to lead caller in direction needed to collect information in order to get one call resolution
  • Maintaining and demonstrating expert working knowledge of all current programs and guidelines
  • Utilizing soft skills by relaying accurate, complete and sometimes sensitive information to caller with tact and grace
  • Ability to multi-task by navigating through more than 3 systems at time
  • Maintained excellent attendance record, consistently arriving to work on time
Barista, 05/2011 to 11/2019
Starbucks Colorado Springs, CO
  • Focused on world class customer service to help develop strong connection with customers
  • Answered product questions with up-to-date knowledge of sales and store promotions
  • Organized store merchandise racks by size, style and color to promote visually appealing environment
  • Dedicated to continuously improving sales abilities and product knowledge
  • Learned, referenced and applied product knowledge information
  • Developed meaningful, lasting relationships with customers and fellow teammates
High School Diploma: 1987
Von Steuben MPSC - Chicago, Illinois
  • Excel
  • CSI
  • Sales Force
  • Emdeon
  • Word
  • Creative problem solver
  • Call Center experience
  • Proficient with POS
  • Exceptional communication skills
  • Thinks out of the Box
  • Quick learner
  • Multi-line phone talent
  • Soft and hard selling
  • Computer efficient
  • Proficient in Windows

Customer Relations

  • Earned highest marks for customer satisfaction, company-wide.
  • Above rating for Quality Assurance Compliance
  • 100% Voice of the customer rating
  • Highest Drive Thru times in a row 66 cars per 1/2 hr
  • 100% overall customer satisfaction
  • Received multiple reviews/brags from customers and management
  • Made over 100 beverages each 1/2 hour
This resume is created in 7 minutes.
A reliable, conscientious individual who can work well with little or no supervision.  Highly communicative; ability to establish a positive rapport with subordinates, peers, management and the general public.  Dedicated to rendering the highest possible professional service, and welcomes the challenge to new projects. 
  • Friendly demeanor
  • Accurate money handling
  • Motivated team player
  • Time management skills
  • Multi-tasking ability 
  • Strong work ethic
  • Loan processor
  • Customer relations
  • Good telephone etiquette
  • Computer proficiency
  • Communication skills
  • Reliable
  • Organized
Account Utility Player 09/2017 to Current Universal Athletic Bozeman, MT
Process and post all incoming customer payments including checks, credit cards and ACH payment.
Responsible for invoicing all orders shipped out of the central warehouse.
Monitor UA billing e-mail: distribute e-mail to appropriate accounts receivable clerk as needed.
Member Service Representative 08/2016 to 07/2017 Rocky Mountain C.U. Bozeman, MT
Provide customer support over the phone in call center environment.
Perform member transactions on checking and savings accounts and process payments.
Ability to focus on and resolve members issue's.
Ability to maintain a calm, professional demeanor when faced with high demand/high volume workload.
Accounts Payable Clerk 04/2012 to 08/2016 Gallatin Motor Co. Bozeman, MT
Review invoices, sort organize and match bills. 
Set invoices up for payment. Processed daily deposit. 
Researched and resolved billing and invoice problems.
Warranty clerk -  organize, process and review warranty claims made by the customers.
Back up for cashier.
This resume is created in 7 minutes.

Hardworking customer service team member with solid understanding of operational practices and safety standards. Read, understand and accurately follow directions to complete efficient work. Contribute to team success with field knowledge and dedication to going above and beyond to do every job correctly.

  • Cash handling
  • Neat, clean and professional appearance
  • Comfortable standing for long time periods
  • Adaptive team player
  • Math and language skills
  • Delivers exceptional customer service  
Greedy's June 2017 to September 2017 Cashier/ Customer Service
Cleveland, Oh
Accepted payment from customers and made change as necessary. Cleaned and straightened work area. Assisted co-workers with additional needs. Assisted diners with seating as needed.Portioned and wrapped food.Placed food servings on plates and trays according to orders or instructions. Prided myself on a quality performance.
Sbarro September 2018 to Current Crew Member
Beachwood, OH
  • Maximized customer satisfaction by quickly addressing and resolving complaints with food or service
  • Frequently washed and sanitized hands, food areas and food preparation tools, adhering to safe food handling practices
  • Kept customer and food preparation areas clean and well-organized for maximum efficiency
  • Completed opening, closing and shift change tasks to promote store efficiency
  • Suggested additional menu items, beverages and desserts to increase sales
Education and Training
Invictus High School 2018 High School Diploma: Required Cleveland, Ohio, US
This resume is created in 7 minutes.
I have had almost a year of experience in a call center at Consumer Credit Union. I have been working in customer service over 3 years now. I have scanned important documents for the credit union. 
  • Able to answer busy phones
  • Can organize important documents
  • Able to communicate well with others
  • Able to stay calm in hectic situations

07/2016 to 05/2017
Member Service Representative Consumer Credit Union Greeneville, TN I worked as a teller for about a month, moved up to the call center and answered the busy phones and got them to the people they needed to talk to or helped them figure out a balance or if something was pending, then they moved me up to opening up accounts and I also do the mail and scan important documents
08/2014 to 05/2016
Cashier Food City Greeneville, TN Helped customers find what they were looking for, scanned their items and worked with the drawer, cleaned and put away items.
Community Service
I have helped a thrift store in Erwin,TN with putting away things they recieve and hanging their clothes, swept the floors and the side walks outside, organized books and etc.. 
This resume is created in 7 minutes.
Professional Summary
Accomplished and energetic Member Service Representative with solid history in achievement and growth. Motivated individual with strong organizational and communication skills. Areas of expertise include assistance in branch operations, enhancing member service experience, and handling task with accuracy and efficiency.   
  • Team building
  • Time management
  • Public speaking
  • Excellent communication skills
  • Works well under pressure
  • Professional  
  • Exceptional knowledge of Navy Federal products and services
  • Effective interpersonal communication
  • Extremely Customer-focused
  • Flexible
  • Reliable 
  • Consistent 
  •  Ability to multitask 
Work History
02/2015 to Current
Member Service Representative II Navy Federal Credit Union Camp Foster, AP
  • Assist members in submitting lending applications
  • Analyze, research and resolve problems and discrepancies related to member account/loans
  • Assist in branch operations serving as vault custodian
  • Successfully perform ATM functions and settlement
  • Vault opening, closing and balancing procedures
  • Strive to train and mentor new employees
  • Routinely cross-service products and services that enhance member service experience
  • Community outreach and coordinate financial presentation's
  • Strive to always provide tactful and compassionate communication toward member relations
  • Executed member transactions, including deposits, withdrawals, payments, and cashier checks.
04/2012 to 12/2013
Administrative Assistant Pride In North Carolina 110 B Branch Wood drive Jacksonville Nc Jacksonville, NC
  • Greeted numerous visitors, including VIPs, vendors and interview candidates.
  • Opened and properly distributed incoming mail.
  • Maintain confidential client information 
  • Organized all new hire, security and temporary paperwork.
  • Maintain HR files and reports
  • Manage scheduling for multiple provider's
  • Plan and organize meetings and local events
MBA: Human Resource Management and Healthcare Management
Colorado Technical University - Colorado Springs, CO
Bachelor of Science: Health Administration
Colorado Technical University - Colorado Springs, CO
  • Earned MSR Spotlight for outstanding member service 
  • Organized multiple community outreach activities on behalf of Navy Federal Credit Union to include Camp Courtney USO "Pasta Wednesday, Movie on the Lawn, Military Appreciation Breakfast", Kids Warrior day, Bechtel Elementary School career day,  Camp Courtney Easter Egg Explosion and Read Across America week. 
  • Completed numerous financial presentations to both junior and senior service members to educate on topics ranging from debt, credit, credit score, identify theft, and budgeting. 
This resume is created in 7 minutes.
Career Overview
Being in the Customer Service Industry is my heart's desire and where my personality thrives. I have been in Customer Service since I was 17 and enjoy each and every customer interaction. 
Between my love for the customers and my previous experience, I look forward to being able to show you my qualifications for this employment opportunity.
Core Strengths
  • Active listening skills
  • Seasoned in conflict resolution
  • Sharp problem solver
  • Courteous demeanor
  • Telecommunications knowledge
  • Energetic work attitude
  • High customer service standards
  • Employee relations specialist
  • Dedicated to process improvement
  • Troubleshooting skills
12/2016 to Current
Customer Service Representative Verizon Wireless Murfreesboro, TN
  • Received "Top Revenue" performance award as well as maintaining an achieve rate of 100% for Customer Satisfaction Surveys.
  • Provided accurate and appropriate information in response to customer inquiries. 
  • Excelled in exceeding daily average calls per day.
  • Made reasonable procedure exceptions to accommodate unusual customer requests.
  • Maintained up-to-date records at all times.
  • Built customer loyalty by placing follow-up calls for customers who reported product issues.
04/2014 to 06/2016
Member Service Representative II Navy Federal Credit Union Pensacola, FL
  • Opened new customer accounts, including checking, savings and lines of credit.
  • Processed sales referrals and promoted credit union services and products.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Examined checks for identification and endorsement.
  • Entered member transaction data into the online banking software.
  • Maintained confidentiality of bank records and client information.
  • Delivered prompt, accurate and excellent customer service.
08/2012 to 03/2014
Customer Service Representative Region's Bank Pensacola, FL
  • Established new customer accounts including checking, savings, lines of credit and loans.
  • Adhered to Region's security and audit procedures.
  • Researched and resolved customer issues on personal savings, checking and lines of credit accounts.
  • Examined checks for identification and endorsement.
  • Entered member transaction data into the online banking software.
  • Provided accurate and appropriate information in response to customer inquiries.
04/2011 to 08/2012
Front End Customer Service Vick's Cleaners Pensacola, FL
  • Successfully managed the activities of five team members in multiple locations.
  • Developed, implemented and monitored programs to maximize customer satisfaction.
  • Improved service quality and increased sales by developing a strong knowledge of company's products and services.
  • Addressed negative customer feedback immediately.
  • Resolved customer questions, issues and complaints.
  • Developed rapport with the customer base by handling difficult issues with professionalism.
This resume is created in 7 minutes.
Professional Summary
  • Excellent work ethic
  • People-oriented
  • Exceptional communication skills
  • Quick learner
  • Organizational skills
  • Outstanding interpersonal skills
  • Quick learner
  • Team leadership skills
Work History
Member Service Representative I, 05/2016 to 11/2016
Navy Federal Credit Union Pensacola, FL
  • Inform customers of procedures for applying for services such as ATM cards, direct deposit of checks, and certificates of deposit.
  • Refer customers to appropriate bank personnel to meet their financial needs.
  • Execute wire transfers of funds.
  • Determine customers' financial services needs and prepare proposals to sell services that address these needs.
Shift Leader, 05/2013 to 05/2016
McDonald's Gulf Breeze, FL
  • Take food and drink orders and receive payment from customers.
  • Clean, stock, and restock workstations and display cases.
Customer Service Representative, 02/2017 to 06/2017
American Water Works Co Inc Pensacola, FL
  • Managed wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Assisted current and new customers with their water/sanitation account
  • Billing
  • Processing service orders
Customer Service Representative, 07/2017 to Current
T-Mobile (Alorica) Pensacola, FL
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Processing phone upgrades, troubleshooting, billing,activations etc.
  • Defused volatile customer situations calmly and courteously.
  • Met or exceeded service and quality standards every review period.
High School Diploma: 2014
Escambia Charter School - Cantonment, FL