Bianca Rodriguez
Yuma,AZ
Summary
A dependable and highly motivated customer service professional with a strong background in communication, problem solving, and multi-tasking. Demonstrated expertise in handling customer inquiries, resolving issues, and maintaining a high standard of service. Known for being bilingual, empathetic, and delivering efficient solutions oriented support. Eager to contribute to a dynamic team while ensuring customer satisfaction.
Overview
11
11
years of professional experience
Work History
Triage Customer Service Representative
Az Department of Economic Security
01.2025 - Current
- Provided customer support by confirming case status and resolving benefit-related inquiries.
- Skilled in utilizing multiple systems simultaneously in a fast-paced customer service environment
- Supported applicants by communicating case timeframes and outlining the interview process.
- Assisted clients by clarifying notice letters and addressing questions regarding case outcomes.
- Handled a wide range of case actions such as change reports, MID approval contact forms, voice signatures, JPPO compliance, and case alerts etc.
- Successfully met monthly performance benchmarks while ensuring high-quality client support
Customer Service Representative
Valor Global
12.2023 - 11.2024
- Assisted customers with renewing applications for nutrition, cash, and medical assistance programs, ensuring a smooth and efficient process.
- Provided clear, accurate, and empathetic support to customers, addressing inquiries and resolving issues promptly.
- Maintained a high level of professionalism and confidentiality when handling sensitive information. Ensured the timely receipt of all requested documents and provided clear and accurate timeframes for programs.
- Referred to the appropriate department for further assistance.
- Informed callers of the information requested by the eligibility worker and the requested information due date.
Receptionist
Jorge's Plumbing
03.2023 - 12.2023
- Managed daily office operations including scheduling appointments and maintaining an organized work environment.
- Served as first point of contact for customers, answering and directing calls, providing information, and addressing inquiries.
- Processed payments, issues receipts, and generated invoices for services rendered.
- Handled customers complaints and issues, providing timely resolutions to ensure customer satisfaction. Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
- Coordinated office communications including email correspondence and document transmission.
- Keep a current record of staff members whereabouts and availability.
Customer Service Representative
Convey Health Solutions
04.2015 - 05.2018
- Managed a high call volume of inbound customer calls, addressing inquiries related to payments, returns, and account charges.
- Delivered superior service by resolving customer issues, ensuring full understanding of transactions and account status.
- Conducted outbound calls for marketing purposes promoting special promotions and assisting with new customers sign ups.
- Updated and maintained accurate customer information ensuring data integrity and privacy compliance.
- Received recognition from customers for consistently going above and beyond to provide exceptional service.
Education
High School Diploma -
Yuma High School
01.2013
Skills
- Bilingual (English/Spanish)
- Exceptional communication and active listening
- Strong decision making and problem solving abilities
- Excellent phone etiquette and interpersonal skills
- Empathy driven service delivery
- Highly organized and detail oriented
- Ability to multitask and manage high volume workloads
- Strategic thinking and initiative
Timeline
Triage Customer Service Representative
Az Department of Economic Security
01.2025 - Current
Customer Service Representative
Valor Global
12.2023 - 11.2024
Receptionist
Jorge's Plumbing
03.2023 - 12.2023
Customer Service Representative
Convey Health Solutions
04.2015 - 05.2018
High School Diploma -
Yuma High School
ADDITIONAL INFORMATION
- Available for full-time or part-time opportunities.
- Flexible and able to adapt to changing work environments and responsibilities.