Broad industry of experience and skills ranging from Call Center, Barista, Banking to Telecom Management. Motivated Member Service Representative II with over 20 years of retail experience. Compassionate about serving others. Meticulous and excellent at juggling multiple tasks, while working under pressure. Quickly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success.
Hi, I’m
Charmaine Vialpando
Member Service Rep II
Colorado Springs,CO
Summary
Overview
12
years of professional experience
Work History
Christian Care MinistryColorado Springs, CO
Member Service Representative II
10.2018 - Current
Job overview
- Assisted as ABAY support lead numerous times: this role pertains to training and assisting other representatives that are learning a new skill level.
- 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 verses what Medi Share offers. Reminding them of "why" to stay with choose Medi Share and its purpose
- Using assertiveness and power of persuasion to lead caller in direction needed to collect information in order to get one call resolution
- Ability to de-escalate call and handle from beginning to end
- 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 both tact and grace
- Ability to multi-task by navigating through more than 10 systems and needing to know multiple processes, for 1 call resolution
- Maintained excellent attendance record, consistently arriving to work on time
Starbucks
Barista
05.2011 - 11.2019
Job overview
- 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
Education
Von Steuben MPSC
High School Diploma
1987
University Overview
Skills
- Working with multi systems
- Knowing over 20 processing procedures
- Excel
- Word
- Problem solver
- Call Center experience
- Proficient with POS
- Exceptional communication skills
- Quick learner
- Computer efficient
- Proficient in Windows
Accomplishments
Accomplishments
- Earned highest marks for customer satisfaction, company-wide.
- Above rating for Quality Assurance Compliance
- 100% Voice of the customer rating
- Received multiple reviews/brags from customers and management
Customer Relations
Timeline
Member Service Representative II
Christian Care Ministry
10.2018 - Current
Barista
Starbucks
05.2011 - 11.2019
Von Steuben MPSC
High School Diploma