Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Hi, I’m
Enedelia Farias
San Benito,TX
Summary
Overview
17
years of professional experience
Work History
Teleperformance USABrownsville, TX
Customer Service Representative
04.2021 - 05.2022
Job overview
- Answered customer inquiries and provided accurate information regarding there health insurance like monthly payments and all benefits as well.
- Provided excellent customer service to resolve customer complaints in a timely manner to the best of my knowledge with satisfactory at the end of each conversation.
- Assisted customers with changes of physicians and also pharmacies, Provided them with dental and eye insurance benefits.
- Resolved complex problems by working with other dr. offices and pharmacies to provide solutions that meet customer needs.
- Referred unresolved customer grievances to designated departments for further investigation as well.
Valley Eye CentersHarlingen, TX
Appointment Scheduler Customer Service Rep.
05.2019 - 03.2020
Job overview
- Assisted in scheduling, rescheduling, and canceling appointments for patients.
- Answered incoming calls from potential new patients and existing patient inquiries.
- Verified insurance information prior to appointment booking.
- Maintained accurate records of patient appointments in computer system.
- Performed follow up calls to confirm scheduled appointments.
- Generated daily reports on the number of booked, canceled, rescheduled appointments.
- Reviewed patient medical history documents prior to appointment scheduling.
- Managed a high volume of emails related to appointment scheduling requests.
Rescare/EducareHarlingen, TX
Vocational Trainee
06.2011 - 05.2019
Job overview
- Conducted assessments to determine individual learning needs of trainees.
- Organised and facilitated workshops for vocational trainees on specific topics.
- Developed and implemented new training materials for vocational trainees.
- Maintained accurate records of the progress of each trainee in their respective program.
- Provided feedback to trainees on their performance during the course of their training.
- Provided support services such as access to computers, internet connection. for trainees during their period of study.
- Organised social events such as group outings, sporting activities., which provided an opportunity for networking between participants from different programmes.
- Taught classes and presented self-help or information sessions on subjects related to education and career planning.
- Observed students during classroom activities to evaluate students' performance, behavior and social development.
- Provided crisis intervention to students dealing with difficult situations at school.
A.C.T. Harlingen, TX
Fraud/Debit Card Fraud Specialist
05.2005 - 08.2010
Job overview
- Investigated debit card fraud cases, identified patterns and trends in fraudulent activities.
- Analyzed customer accounts and transaction histories to determine suspicious activity.
- Reported incidents of debit card fraud to financial institutions, law enforcement agencies and other relevant organizations.
- Created reports for management on the status of debit card fraud investigations.
- Responded promptly to customer inquiries regarding suspected or confirmed debit card fraud incidents.
- Assessed risks associated with various types of payment systems used by customers.
- Monitored customer accounts regularly for signs of unauthorized activity or suspicious transactions.
- Reviewed account documents such as credit applications, bank statements. for accuracy and completeness.
- Identified opportunities for process improvements related to detection and prevention of debit card frauds.
- Assisted in developing policies and procedures related to mitigating risk from debit card frauds.
- Prepared detailed reports outlining findings from investigations into suspected cases of debit card frauds.
- Performed general accounting handling functions such as closing accounts and placing accounts on hold.
- Took corrective legal actions against illegal activities by reporting activities to regulatory authorities.
- Maintained files, records, databases and prepared routine management reports.
- Reviewed, verified and identified customer transactions to detect and prevent financial crimes activities.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
Education
South Texas Vocational Harlingen, TX
Some College (No Degree) from General Office Services
University Overview
Skills
- Data Collection
- Information Security
- Data Entry
- Product Knowledge
- Inbound and Outbound Calling
- Complaint resolution
- Product Sales
- Credit card payment processing
- Payment Processing
- Active Listening
- Problem-solving abilities
- Service Upselling
- Customer Service
- Problem Resolution
- Positive and professional
- Customer Relations
- Typing proficiency
- Call Center Operations
Timeline
Customer Service Representative
Teleperformance USA
04.2021 - 05.2022
Appointment Scheduler Customer Service Rep.
Valley Eye Centers
05.2019 - 03.2020
Vocational Trainee
Rescare/Educare
06.2011 - 05.2019
Fraud/Debit Card Fraud Specialist
A.C.T.
05.2005 - 08.2010
South Texas Vocational
Some College (No Degree) from General Office Services
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