I find my interests in creating graphic arts both for other's and for my own interests', including creating memorials, web designs, arts etc
Cynthia Rosario
Belleville,NJ
Summary
Twenty-five years in Data Entry Customer Service / Call Center Order Entry Numerical Sales Force (Software) SharePoint, Netscape Navigator, Proprietary systems, Microsoft Office, Excel, PowerPoint Sage (Order Entry Software) doc link Multi-Screen/Laptop use
Experienced with verifying and processing passport applications efficiently. Utilizes strong organizational skills to handle high volumes of documentation with precision. Knowledge of regulatory compliance ensures accurate and timely issuance of passports.
Overview
24
24
years of professional experience
Work History
Order Entry/Customer Service Specialist
Debel Food Products LLC
11.2024 - 01.2025
- Entering orders into the computer system correctly and on a timely basis
- Pricing and confirming all entered back to customers on a timely basis
- Updating customers on all shortages/changes to their purchase orders
- Uploading signed bill of ladings into Doc Link on a timely basis
Customer Service Specialist
David Yurman (Jewelry)
12.2023 - 06.2024
- Utilizing salesforce to record all transactions including customer correspondence, various dashboards, answering incoming calls via ACD call center system
- Managed high call volume while maintaining a courteous and professional demeanor.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Collaborated with team members to create effective strategies for improving overall customer experience.
Order Processing and Billing Clerk
Magnetic Ticketing and Label Inc.
04.2023 - 12.2023
- Compile a daily list of pallets for pick-up by Freight company
- Exposure to E-commerce
- Enter orders received from United Airlines, and Southwest Airlines requesting bulk shipments of baggage tags, and all boarding supplies
- Invoice all fulfilled shipments
- Maintain the database as to inventory
- Complete sort and file all paperwork received neatly and concisely
- Other office related duties
Order Entry/ Invoice Processing
Paris Gourmet
03.2022 - 04.2023
- Data Entry including numerical entry of up to 70 orders per day, scanning completed sales orders into system
- Changing file names via data entry
Passport Processing Officer
VFS Global
11.2020 - 11.2021
- Assisted applicants in resolving issues with their applications, ensuring timely and accurate passport issuance.
- Provided excellent customer service, addressing applicant inquiries and concerns promptly and professionally.
- Handled escalated customer complaints with professionalism and empathy, resolving issues in a satisfactory manner for both parties.
- Oriented applicants on required documentation needed for successful application completion; resulted in fewer rejections due to missing paperwork.
- Expedited emergency passports by prioritizing requests for travelers facing urgent situations or humanitarian crises.
- Managed case files effectively, maintaining accurate records while also safeguarding the privacy of applicants'' personal information.
- Reduced processing errors by conducting thorough reviews of passport applications and supporting documents.
- Managed on average 60 Fed Ex, DHL, UPS parcels per shift in a timely fashion
- Alternated with front desk personnel to perform face to face interviews with clients seeking assistance
HIPAA Appeals Complaints Associate
Horizon Blue Cross Blue Shield of New
10.2019 - 10.2020
- Screening all Personal information received in customer portal for changes to current Health Proxy information
- Exposure to Health Care, including pharmaceutical knowledge
- Manual data entry of member information
- Utilizing dual monitors so as to function accurately and decisively
- Daily task by attending to que on work that needed completion, research accounts, and data analysis forms sent in by existing members
- Processing personal information on member's containing change of care, including sending denial and approval letters, based on each individual case
- Make any changes, updates, or modifications to members’ accounts
- Assist in any other department as needed
Call Center - Technical Support Resolution
Optimum
06.2018 - 09.2019
- Received up to 60-80 inbound calls from customers regarding cable, telephone, and internet issues in a call center per shift
- Engaged end-users and answered questions via email, phone, live chat, and in forums
- Demonstrated professionalism and courtesy with customers while working to resolve complaints
- Resolved issues with systems, opened tickets via remedy ticketing system, researched other areas as per customer requests, or possible payments they wanted to make
- Promoted when applicable, new services, including promotions
Data Validation Analyst
State of New Jersey (D.C.A.)
01.2012 - 01.2017
- Scrubbing data, making changes, entering and updating from database to excel spreadsheet
- Reviewed each case via verification, updated to current status, as per instructed, managed file system so management could refer to when needed
- Opened department mail, time-stamped and reviewed critical information, and document sort
- Scanned paperwork, or applications upon client request
- Sent out mailings via hand for distribution to clients regarding program updates and or changes
Tier I & Trouble Ticket Analyst
AT&T Local Services
11.2000 - 08.2012
- Handle inbound calls from customers in a call center, and end-users to troubleshoot, and open trouble tickets
- Effective communication skills utilized during course of calls
- De-escalation strategist
- Arrange for technicians to go to premises, and repair issues with down telephone lines
- Work closely with the vendors on-site to repair and troubleshoot together
- Handle Vendor meets as per customer request
- Update trouble tickets, and log entries, and have tickets closed out within a 24–48-hour turnaround period
- Demonstrate extensive knowledge of equipment issues, and walk customers through steps over the phone
Education
Bookkeeping Certification -
College Of Staten Island
Staten Island, NY06.1999
High School Diploma -
The American School
Chicago, IL06.1989
Skills
- Order Entry Numerical
- Sales Force (Software)
- SharePoint
- Proprietary Systems
- Microsoft Office
- Excel
- PowerPoint
- Sage (Order Entry Software)
- Multi-Screen/Laptop use
- Data entry proficiency
- Document verification
- Cross-cultural communication
- Problem-solving skills
- Data monitoring
- Call center experience
- Information gathering
- Excellent written and oral communication
- Data inputting
- Government policy regulations
- Data validation
- Spreadsheet management
- Complex Problem-solving
- Data processing
- Data migration
- MS office
- Government regulations
Accomplishments
- Assisted in file conversion during peak time for the State of New Jersey after Superstorm Sandy.
- Maintained a period of over 45 hours on a weekly shift after the 9/11 crisis in NYC, when working at AT&T call center
Personal Information
Total Experience: 35 years in Data Entry, customer service roles. Back office administrative functions and file conversions.
Interests
Timeline
Order Entry/Customer Service Specialist
Debel Food Products LLC
11.2024 - 01.2025
Customer Service Specialist
David Yurman (Jewelry)
12.2023 - 06.2024
Order Processing and Billing Clerk
Magnetic Ticketing and Label Inc.
04.2023 - 12.2023
Order Entry/ Invoice Processing
Paris Gourmet
03.2022 - 04.2023
Passport Processing Officer
VFS Global
11.2020 - 11.2021
HIPAA Appeals Complaints Associate
Horizon Blue Cross Blue Shield of New
10.2019 - 10.2020
Call Center - Technical Support Resolution
Optimum
06.2018 - 09.2019
Data Validation Analyst
State of New Jersey (D.C.A.)
01.2012 - 01.2017
Tier I & Trouble Ticket Analyst
AT&T Local Services
11.2000 - 08.2012
High School Diploma -
The American School
Bookkeeping Certification -
College Of Staten Island
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