Anamaria Mireles

• Performed basic plumbing tasks, such as cutting, measuring, and assembling pipes, under supervision.
• Assisted licensed plumbers with installations.
• Operated hand and power tools safely, including pipe cutters, wrenches, drills, and soldering equipment.
• Assisted with reading blueprints and work orders to understand the layout, materials, and installation requirements.
• Maintained accurate material counts and inventory to help support efficient project completion.
• Conducted job site preparation and cleanup to maintain safe, organized, and compliant work areas.
• Followed OSHA and company safety protocols to reduce hazards and ensure compliance on the job site.
• Conducted routine inspections to identify hazards, verify proper installation, and maintain safe job-site conditions.
• Implemented safety procedures for handling tools, pressurized systems, and materials.
• Apprentice Plumber Registration (Tx)
• OSHA 30-Hour Construction Safety
• Confined Space Training with Southland
• Scissor Lift Certified with Southland
• Boom Lift Certified with Southland (Beginner)
• Forklift Certified with Southland (Beginner)
  

• Processed customer payment plans by reviewing account status, verifying eligibility, and setting up arrangements in accordance with company guidelines.
• Communicated payment options clearly to customers, ensuring understanding of terms, due dates, and consequences of non payment.
• Maintained accurate account records by documenting all interactions, agreements, and follow up actions.
• Reviewed and verified incoming checks to ensure accuracy, proper endorsement, and compliance with company policies.
• Validated check amounts and account details before processing to prevent posting errors or delays.
• Identified discrepancies such as mismatched signatures, incorrect amounts or incomplete documentation and resolved issues promptly.
• Maintained secure handling procedures to protect sensitive financial information.

• Actively listened to customers, handled concerns quickly, and escalated major issues to the engineering department including creating Jira tickets when needed.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered a constant flow of customer emails with minimal wait times.
• Dedicated email representative to the largest platform customer.
• Worked in Zendesk, Slack, Postman, and MongoDB and reviewed JSONs.
• Managed Slack channel requests pertaining to coworkers' working requests for emails and phone support. Such as opening/closing accounts, reviewing blacklisted SSNs, reissuing checks, and activating tokens for Google and Apple.
• Senior Lead
• Mentored Coworkers
• Filed in as Supervisor when others were out.
• Quality auditor for email and phone support for Dashboard and phone agents, Compliance, and our L2 engineer team.

Processing online account transactions/Investments

Redemption - Redeeming transactions for investors

Ensuring accuracy and efficiency while managing account transactions and viewing sources.

Utilize job aids to ensure all requirements are met and safeguard privacy standards.

• Processing online account transactions / Investments
• QAP – Quality Assurance
• Redemption – Redeeming transactions for investors
• Ensuring accuracy and efficiency while managing account transactions and viewing sources
• Utilize job aids to ensure all requirements are met and safeguard privacy standards
• Typed 46 wpm, allowing for fast and accurate data entry.

• Observe and evaluate calls
• Maintain high confidentiality standards
• Communicated and provided constructive feedback
• Maintain accuracy on all completed quality analysis forms
• Identify complex trends and issues; escalated as appropriate
• Efficient in time management
• Overturn Quality Appeals
• Complete audit spread sheets, tracking, and logging progress
• Demonstrates flexibility and adaptivity
• Ability to accept special projects as necessary
• Interact with team and supporting departments in a constructive manner
• Utilize proper QA Forms; Document appropriately
• Utilize proper grammar, spelling, and punctuation
• Chosen for CVS Most Valuable Player in 2013, 2014, and 2015.

• Assists customers in need of help with their prescription drug benefits and/or coaches colleagues
• Diffuse escalated customers and ensure a timely and appropriate resolution which is satisfactory for the customer and within the appropriate plan benefit set up
• Point of contact for Compound inbox requests from both Aetna and CVS Caremark Specialty while providing a resolution within a 24/48 hour timeframe
• Worked with the First CR inbox which tracks Customer Satisfaction Surveys from both Aetna and
• CVS Caremark while providing call backs and resolutions within 24/48 hour timeframe
• Previous point of contact for State of Alaska providing outreach resolutions within a 24/48 hour timeframe
• Create training material for the Compound inbox
• Lead training huddles with representatives pertaining to desk drops
• Chosen for CVS Most Valuable Player in 2013, 2014, and 2015.

• Provide quality service to members on a daily basis
• Research members outstanding issues to achieve a first call resolution
• Assist members with refills, order status, and balance inquires
• Educate members on plan design, client program offerings, and assistance programs
• Resume

• Efficient and able to maintain a busy store
• Collected payments following all cash handling rules
• Stock shelves on a daily basis and cycling out fresh products to meet freshness standards
• Specialized in maintain product inventory
• Responsible for opening and closing store.

• Responsible for checking out customers and making sure each transaction was accurate
• Submitted inventory report to management
• Responsible for balancing out cash drawer at the end of each shift and submitting receipts
• Training all new representatives on policies and procedures
• Resolved table, food, and beverage issues
• Maintained timely services for all guests.