Anjelica Alvarez
Mesa,AZ
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
11
11
years of professional experience
Work History
Customer Service Advocate
United Health Group, Optum
Mesa, Az
08.2021 - 10.2023
- Managed over 150+ inbound calls, Outbound and Auto Dialer calls
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly
- Coordinated with Pharmacies and Providers to Process claims and collected co-pay information for patients
- Determined proper codes for medical records and patient services
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Researched alternative medications for different tiers and prices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Collections Specialist
JPMorgan Chase
Tempe
06.2020 - 08.2021
- Delivered exceptional customer service on 150+ collection calls maintained calm and professional demeanor
- Notified customers of delinquent accounts, Processed payments over phone and set up recurring drafts
- Used probing techniques to determine debtors' reasons for delinquency, for balance in full
- Adhered to all applicable laws and regulations when collecting debts from consumers
- Utilized collection software to keep detailed notes of customer interactions.
- Utilized CRM software to track customer interactions, ensuring seamless handoff between support agents when needed.
- Supported call center associates by taking on escalated calls, handling complex concerns and achieving customer satisfaction targets.
- Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.
- Conducted regular training sessions for new hires to ensure consistent service delivery across the team.
Biller
Spencer's TV & Appliance
Mesa
03.2017 - 07.2020
- Processed and separated work orders by manufacture such as Frigidaire, Whirlpool, GE, LG, Samsung
- Documented and maintained all levels of transaction activity: Handled cash, check and charge cards
- Created databases and spreadsheets to improve inventory management accuracy
- Evaluated supplies and product inventory to check for quality and quantity issues and returned unacceptable materials to vendors
- Performed data entry and completed proper paperwork for 20 technicians.
Customer Service Representative
Concentrix
Tempe
08.2016 - 03.2017
- Received 150+ inbound calls for Concentrix, a third party company for Amazon
- Resolved issues concerning late shipments, returns, and refunds.
Customer Service Representative
24-7 INTOUCH
Mesa
01.2014 - 01.2015
- Received 100+ inbound calls for Hyundai and Netflix
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints
- Used company troubleshooting resolutions to evaluate technical problems and find appropriate solutions
- Ranked as most effective #1 Agent out of 221 representatives
- Trained new personnel regarding company operations, policies and services.
Assistant Manager
RAC Acceptance
Mesa
01.2013 - 01.2014
- Assisted customers fill out proper paper work and explained how Financing program works
- Averaged 150 collection calls per day to pass due accounts, also made home visits & Used skip tracing to locate debtors
- Attended mandatory meetings with store managers every Monday as well as conference calls with all employees in district
- Became store manager within 4 months of being a CSR.
Education
Life Skills Center
Colorado Springs, CO05.2007
Skills
Multi-line phone talent
Money handling abilities
Route dispatch
Billing systems and software
Customer service support
Codes reviewing
Active Listening
CRM Software
References
References available upon request
Timeline
Customer Service Advocate
United Health Group, Optum
08.2021 - 10.2023
Collections Specialist
JPMorgan Chase
06.2020 - 08.2021
Biller
Spencer's TV & Appliance
03.2017 - 07.2020
Customer Service Representative
Concentrix
08.2016 - 03.2017
Customer Service Representative
24-7 INTOUCH
01.2014 - 01.2015
Assistant Manager
RAC Acceptance
01.2013 - 01.2014
Life Skills Center