Cynthia Simo
Katy,TX
Summary
Customer-focused customer service professional looking to take on additional responsibilities at a larger retail location. Eight years of experience managing phone and in-person queries in retail,health, and airline where I applied problem-solving and creative expertise to maintain a 99% satisfaction rate. Proficient in point-of-sales systems, drafting customer emails and following up on requests.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Health Care Service Corporation
11.2020 - Current
- Guide members in using HCSC's online member portal, including helping with registration, login issues, and navigating the portal to access digital tools and resources.
- Respond to member inquiries through various digital channels, including email, chat, and secure messaging within the online member portal. Provide timely and accurate information on benefits, coverage, claims, and healthcare providers.
- Explain members' healthcare coverage, including copayments, deductibles, out-of-pocket maximums, and any limitations or exclusions. Assist members in understanding their plan documents.
- Help members navigate the claims process. Address questions related to claim status, submission, and reimbursement. Assist with resolving claim discrepancies or denials.
- Assist members with life event changes, such as adding or removing dependents, updating contact information, and understanding open enrollment periods.
- Address and resolve member complaints and concerns in a professional and empathetic manner, escalating issues when necessary to ensure resolution.
Customer Service Representative
Capital One Bank
09.2017 - 11.2020
- Assist customers with a wide range of account-related inquiries, including checking and savings accounts, credit cards, loans, and mortgages. Provide balance information, transaction history, and account status updates.
- Assist customers in managing their accounts, which may include setting up account alerts, updating contact information, and ordering new checks or debit cards.
- Educate customers about Capital One's banking products and services, including features, benefits, and eligibility criteria. Help customers choose the right products to meet their financial needs.
- Address and resolve customer concerns and problems promptly. This may involve investigating account discrepancies, transaction disputes, or billing issues, and taking corrective actions as needed.
- Identify and report potential fraudulent activities and security breaches. Help customers secure their accounts by advising them on security best practices.
- Help customers navigate online and mobile banking platforms, troubleshoot login issues, and assist with tasks such as transferring funds, making mobile deposits, and setting up online bill pay.
Sales Representative
Delta Air Lines, Inc
08.2014 - 08.2017
- Assist customers with booking flights, hotels, rental cars, and other travel-related services through Delta's website or booking platform. This includes helping customers find the best flight options, checking availability, and securing reservations.
- Provide customers with accurate fare information, including prices, fees, and any available discounts or promotions. Explain fare rules and conditions as necessary.
- Assist customers in finding flight schedules, availability, and routing options. Provide information on flight status, delays, cancellations, and alternative travel arrangements when necessary.
- Assist customers in processing online payments for reservations and related services. Ensure secure and accurate payment transactions.
- Advise customers on travel documentation requirements, including passports, visas, and any other necessary travel documents. Offer guidance on how to obtain or renew these documents if needed.
- Explain Delta's cancellation and refund policies, and assist customers with modifying or canceling their reservations when necessary.
- Provide exceptional customer service by addressing inquiries, resolving issues, and managing complaints in a courteous and professional manner.
Sales Associate
Safeway Grocery Store And Pharmacy
05.2012 - 07.2014
- Provide online customers with assistance, answer their questions, and address concerns via phone, email, or online chat. Offer guidance on product availability, substitutions, and order-related inquiries.
- Work with store associates or pickers to assemble customer orders accurately, ensuring that all items are included, fresh, and in good condition. Pay special attention to handling perishable items.
- Receive and process online grocery orders placed by customers through the Safeway website or app. Ensure that all orders are accurate and complete.
- Double-check orders for accuracy before they are handed over to customers or prepared for delivery. Ensure that all items are accounted for and that special requests are fulfilled.
- Keep customers informed about the status of their orders, including pickup or delivery notifications, delays, or any issues that may arise during the fulfillment process.
Education
Bachelor of Arts - Business Administration
University of Buea
Cameroon12.2012
Skills
- Communication skills
- Problem-solving
- Time Management
- Product/Service Knowledge
- Computer Proficiency
- Relationship Building
- Negotiation Skills
- Reading Comprehension
- Resilience
- Active Listening
Timeline
Customer Service Representative
Health Care Service Corporation
11.2020 - Current
Customer Service Representative
Capital One Bank
09.2017 - 11.2020
Sales Representative
Delta Air Lines, Inc
08.2014 - 08.2017
Sales Associate
Safeway Grocery Store And Pharmacy
05.2012 - 07.2014
Bachelor of Arts - Business Administration
University of Buea
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