Summary
Overview
Work History
Education
Skills
Timeline
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Evalyn Serna

619 Harrison Avenue ,NV

Summary

Dynamic customer service professional with a proven track record at Zenith American Solutions, excelling in organization and communication. Adept at resolving customer issues and streamlining operations, I enhance client satisfaction and loyalty. Strong multitasking abilities and meticulous data entry skills contribute to a positive and efficient work environment.

Overview

32
32
years of professional experience

Work History

Customer Service Representative

Zenith American Solutions
03.2022 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Responsibilities include: ▪ Quote and explain benefits regarding Plan Coverage (Medical, Dental, etc.)▪ Assist customers with problems and questions regarding claims▪ Handle escalated customer concerns and complaints▪ Answer phones and handle walk-ins▪ Document interactions with customers into ABPA's Encounter Tracking/Database System▪ Move between phone and front desk support as required by daily departmental needs▪ Identify potential problems/patterns/solutions and escalate for management review▪ Ability to learn Trust processing guidelines, benefit structure, system procedures and miscellaneous guidelines▪ Cross-trained on multiple ABPA accounts▪ Must meet the department’s quality and production standards for this job, as provided on the work standards grid.

Receptionist

Zenith American Solutions
11.2006 - 03.2022
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Kept reception area clean and neat to give visitors positive first impression.
  • Resolved customer problems and complaints.
  • Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
  • Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
  • Corresponded with clients through email, telephone, or postal mail.
  • Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
  • Handled sensitive information with discretion while maintaining strict confidentiality standards.
  • Maintained confidentiality of information regarding clients and company.
  • Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
  • Maintained visitor log for entering and leaving facility for security purposes.

Casino Porter

MGM Grand Casino
08.2005 - 10.2006
  • Cleaned dirt, stains and cobwebs from exterior walls, countertops, lighting fixtures and seats.
  • Aided in inventory control by restocking supplies as needed, ensuring availability for daily operations.
  • Assisted maintenance team with minor repairs or installations, contributing to an uninterrupted gaming experience for patrons.
  • Upheld proper sanitation standards through regular deep cleaning of restrooms, dining areas, and other public spaces within the casino facility.
  • Contributed to a polished appearance of the casino floor by routinely cleaning slot machines, gaming tables, and other equipment.
  • Improved casino cleanliness by diligently performing sweeping, mopping, and vacuuming tasks throughout the property.
  • Reduced response time to spills or messes on the gaming floor by proactively monitoring high-traffic areas during peak hours.

Cashier

Luxor Hotel and Casino
11.2004 - 01.2005
  • Greeted customers entering store and responded promptly to customer needs.
  • Welcomed customers and helped determine their needs.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.

Customer Service Cashier

Universal Studios
10.1993 - 10.2004
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Met customer service goals and exceeded customer expectations.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Resolved customer complaints and maintained clean and tidy checkout area.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.
  • Counted money in drawers at beginning and end of each shift.
  • Promoted a positive shopping experience by greeting customers warmly upon entry and providing assistance as needed.

Education

Diploma - Computer Science

Ulysses S. Grant
Van Nuys, CA
05.1993

Associate Degree - Computer Science

Los Angeles Valley College
Van Nuys, CA
01.1994

Skills

  • Organization skills
  • Time management
  • Telephone skills
  • Data entry
  • Data inputting
  • Mail handling
  • Verbal and written communication
  • Fluent in Spanish

Timeline

Customer Service Representative

Zenith American Solutions
03.2022 - Current

Receptionist

Zenith American Solutions
11.2006 - 03.2022

Casino Porter

MGM Grand Casino
08.2005 - 10.2006

Cashier

Luxor Hotel and Casino
11.2004 - 01.2005

Customer Service Cashier

Universal Studios
10.1993 - 10.2004

Diploma - Computer Science

Ulysses S. Grant

Associate Degree - Computer Science

Los Angeles Valley College

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Evalyn Serna