Summary
Overview
Work History
Education
Skills
Timeline
Generic

Elysia Macias

Customer Service Representative
San Antonio

Summary

Dedicated and compassionate Customer Service Representative with extensive experience in delivering exceptional support to clients. Recognized for leveraging strong empathy, active listening, and problem-solving abilities to accurately assess customer needs and provide timely and effective solutions. Exhibits a high level of patience in navigating challenging situations while consistently maintaining a positive and professional demeanor in all interactions. Committed to ensuring customer satisfaction and fostering long-term relationships through personalized service and a genuine commitment to care in every communication.

Overview

13
13
years of professional experience

Work History

Customer Service Representative

CVS Health
11.2018 - 03.2024
  • Engage in active listening, employed effective problem-solving techniques, and facilitated conflict resolution across various communication platforms, including chat, email, and phone, to address member inquiries, resolve issues, and deliver support.
  • Process transactions efficiently, including prescription refills, account updates, and billing inquiries, while adhering to company policies and confidentiality standards (HIPAA).
  • Deliver comprehensive information regarding pharmacy benefits, formulary guidelines, and coverage options to ensure that clients have a clear understanding of their benefits and any related costs.
  • Collaborate with pharmacists to ensure accurate processing of prescriptions in accordance with relevant insurance plans, while offering guidance and empathy on the most effective methods for patients to access their medications at affordable prices, including assistance with co-pay programs and prior authorization processes.
  • Adapt to changing processes and technologies in a fast-paced environment, demonstrating flexibility and a commitment to continuous improvement.
  • Effectively navigate through multiple programs to obtain information to promote first call resolution.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Sales Associate

Action Pawn
08.2017 - 08.2018
  • Assist customers with the selling, pawning, or redeeming of items and provide a clear explanation of the pawn process, including interest rates, terms, and conditions.
  • Evaluate the value of items presented by customers, including jewelry, electronics, tools, and collectibles.
  • Conduct market research on pricing, when necessary, to ensure competitive and accurate assessments.
  • Engage in negotiations with customers to establish equitable pawn or sale agreements.
  • Maintain precise records of all transactions and ensure adherence to state and local regulations.
  • Additionally, manage transactions, including cash disbursement, loan processing, and the administration of pawn contracts.
  • Built relationships with customers to encourage repeat business.

Operator

Target
08.2013 - 12.2015
  • Assist guests during their fitting room sessions to ensure a welcoming and attentive experience.
  • Summarize store policies, help with multiple items, and offer relevant recommendations as needed.
  • Oversee the usage of fitting rooms to maintain cleanliness and organization while also monitoring these areas for any unusual activity to prevent theft or damage to items.
  • Regularly clean fitting rooms after each customer use to ensure hygiene and provide a comfortable environment.
  • Additionally, sort and return any unused or unwanted items to the sales floor.
  • Work in conjunction with other team members to ensure a seamless shopping experience, including restocking, product availability, and maintaining fitting room policies.
  • Promptly answer incoming phone calls while ensuring the fitting room environment is maintained, and direct specialty calls to the appropriate department.
  • Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.

Childcare Specialist

Family Endeavors
01.2011 - 06.2011
  • Ensure the safety and well-being of children through vigilant supervision at all times, and offer emotional support and comfort to those in distress or facing challenges.
  • Maintain open, clear, and positive communication with parents or guardians regarding children's progress and any concerns.
  • Provide parents with feedback and updates regarding activities and any incidents, and administer basic first aid or emergency care when necessary.
  • Conduct quality transitions resulting in proper group management.
  • Assist in site set-up and daily activities prepared prior to children's arrival and ensure site is cleaned and organized for faculty the following day.
  • Established and maintained a safe, clean, and stimulating learning environment for the children under my care.
  • Implemented individualized learning plans for children with diverse needs, ensuring their success in meeting developmental milestones.

Education

High School Diploma -

Naples American High School
Naples, Italy
05.2001 -

Northwest Vista College
San Antonio, TX
01-2027

Skills

Problem-solving

Critical thinking

Active listening

Empathy

Patience

Call center experience

Live chat support

Software CRM system proficiency

Data entry

Timeline

Customer Service Representative

CVS Health
11.2018 - 03.2024

Sales Associate

Action Pawn
08.2017 - 08.2018

Operator

Target
08.2013 - 12.2015

Childcare Specialist

Family Endeavors
01.2011 - 06.2011

High School Diploma -

Naples American High School
05.2001 -

Northwest Vista College

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