Carissa Gomez-Burg
Las Vegas,Nevada
Overview
10
10
years of professional experience
Work History
Senior Customer Service Representative
Pacific Dental Services
09.2022 - Current
- Accurately respond to inbound phone calls using designated scripts, active listening skills, and extensive
patient knowledge to solve dental and medical patient needs - Field billing inquiries and customer complaints to make sure they are handled quickly and accurately
- Responding to incoming chats and online scheduling requests
- Provide patients, doctors, pharmacies, and insurance companies with accurate information regarding appointment dates, medications, and upcoming treatments
- Ensure compliance with protected health information (PHI) and HIPPA regulations
- Exceeded key performance indicator (KPI) targets each month regarding call quality, after call work, hold time and adherence to schedule
Customer Experience Agent - WFH
MOUNTAIN AMERICA CREDIT UNION
11.2021 - 09.2022
- Inbound customer service calls
- Provide quality service to credit union members to resolve problems and enhance their financial relationship with Mountain America
- Cross-sell credit union products and services to members over the phone to encourage a full-financial relationship with the credit union
- Advise and assist members in making informed decisions regarding their accounts, i.e., forgeries, lost or stolen credit cards, returned checks or deposits.
Customer Service Representative - WFH
CVS CAREMARK
09.2021 - 11.2021
- Inbound customer service calls, assisting members with their pharmacy benefit plans
- Deliver better health care outcomes and lower health care costs
- Answer questions regarding prescription insurance, medication coverage and mail order prescriptions, so that customers better understand their coverage and options
- Offer the solutions needed to help simplify their health care experience.
Call Center Customer Service Representative
HCL TECHNOLOGIES
06.2019 - 03.2021
- Support customers with product knowledge, scheduling and registration
- Inbound customer service calls to assist with state licensing and GED exams
- Assistance included scheduling, rescheduling, and cancelling appointments and questions about scoring and certification
- Assistance would be provided throughout the process of the student completing their licensing requirements.
Project Advisor
HOMEADVISOR
04.2018 - 03.2019
- Great combination of customer service and sales
- Make outbound calls to the homeowners who have contacted previously looking for a home improvement contractor to follow up on how the project is progressing
- Assist them in submitting another request if they are still in need of more estimates, and then upsell additional requests through HomeAdvisor.
Customer Service Representative - Walmart
24-7 INTOUCH
01.2018 - 04.2018
- Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Manage large amounts of incoming calls
- Identify and assess customers needs to achieve satisfaction
Presentation Team Member
TARGET
07.2017 - 01.2018
- Stocked and replenished merchandise according to store merchandising layouts
- Priced merchandise, stocked shelves and took inventory of supplies
- Cleaned and organized the store, including the checkout desk and displays
- Followed merchandising guidelines to present visually appealing displays
- Maintained established merchandising standards, including window, sales floor and promotional displays.
Sales Associate
PARTY CITY
09.2015 - 01.2017
- Answer customers' questions about merchandise and advise customers on merchandise selection
- Itemize and total customer merchandise selection at checkout counter, using cash register, and accept cash or charge card for purchases
- Stock shelves, racks, cases, bins, and tables with new or transferred merchandise.
Courtesy Clerk
KING SOOPERS
05.2014 - 06.2015
- Receive payment by cash, check, credit cards, vouchers, or automatic debits
- Issue receipts, refunds, credits, or change due to customers
- Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carrying out customers' items
- Offer customers carry-out service at the completion of transactions
- Compute charges for merchandise or services and receive payments.
Education
General Studies -
UNIVERSITY OF COLORADO DENVER
DENVER, CO12.2017
High School Diploma -
SOUTHWEST EARLY COLLEGE
DENVER, COLORADO05.2016
Skills
- Customer Service - 10 years
- Detail Oriented
- Organization
- Team Player
Timeline
Senior Customer Service Representative
Pacific Dental Services
09.2022 - Current
Customer Experience Agent - WFH
MOUNTAIN AMERICA CREDIT UNION
11.2021 - 09.2022
Customer Service Representative - WFH
CVS CAREMARK
09.2021 - 11.2021
Call Center Customer Service Representative
HCL TECHNOLOGIES
06.2019 - 03.2021
Project Advisor
HOMEADVISOR
04.2018 - 03.2019
Customer Service Representative - Walmart
24-7 INTOUCH
01.2018 - 04.2018
Presentation Team Member
TARGET
07.2017 - 01.2018
Sales Associate
PARTY CITY
09.2015 - 01.2017
Courtesy Clerk
KING SOOPERS
05.2014 - 06.2015
General Studies -
UNIVERSITY OF COLORADO DENVER
High School Diploma -
SOUTHWEST EARLY COLLEGE
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