Evelyn Vizcaino
Customer Service Representative
New York,New York
Summary
Knowledgeable Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
3
3
year of post-secondary education
Work History
MEMBER SERVICES REPRESENTATIVE
Amida Care
New York, NY
10.2019 - 02.2021
- Provided exceptional customer service during inbound calls in high-volume call center environment in English and Spanish queues
- Resolved member's inquiries by clarifying, researching, and exploring answers and alternative solutions; escalating when appropriate and following up as needed
- Triaged members' concerns and requests for follow-ups with other departments of organization such as Pharmacy, Health Services, Care Coordination, Behavioral Health, and Provider Services, to assist members with any concerns outside Member Services' scope
- Navigated databases and information warehouses to resolve member's issues and concerns (i.e ESI, CRM, ePACES, and Care Compass)
- Contacted and warm transferred members to Amida Care's delegated entities (Davis Vision, Healthplex, and Beacon Behavioral Health) for questions/concerns regarding vision, dental or behavioral health issues
- Exceeded quality assurance requirements with total average of 97% quality assurance rating, and averaging 96% first call resolution monthly
- Maintained strict confidentiality of sensitive member information in accordance with HIPAA
- Tracked and conduct New Member Orientations as assigned, resulting in plan rated # 1 in new member orientations among Medicaid plans.
CLIENT SERVICES REPRESENTATIVE
Strategic Financial Solutions
New York, NY
11.2018 - 06.2019
- Managed average of 50 calls per day. Met and exceeded performance goals that included, but are not limited to, customer survey results, sales rates, call quality, compliance regulations, and productivity targets.
- Delivered extraordinary customer service on inbound calls in fast-paced, structured customer care call center environment
- Reinforced benefits of program membership to deepen customer engagement
- Addressed general and account specific customer inquiries, providing clear and concise information and updating customer account information as needed
- Used tools and resources to identify custom solutions and anticipate customer needs, in commitment to maintain first call resolution and maintain customer retention.
PERSONAL BANKER
J.P Morgan Chase
New York, NY
04.2017 - 08.2017
- Provided exceptional customer experience and tailored appropriate solutions to each customer, increased customer service branch score to 95%
- Consistently helped customers achieve their financial goals by using needs-based assessment to analyze and determine customer needs; offered solutions resulting in relationship growth
- Mentored teller team to meet customer service expectations; demonstrating successful customer engagement and customer retention practices on the floor
- Educated clients on self-service capabilities and use of digital service channels (i.e
- Chase Online, ATM, mobile application, Chase quickpay, etc.)
- Cultivated partnerships with segment partners including mortgage officer, financial advisor, and wealth manager, to obtain quality referrals and meet branch goals
- Served as subject matter expert (SME) regarding branch operations, policies and procedures
- Ensured safeguarding of assets by exercising proper storing, sorting, and discarding of confidential documents
- Responsible for cash management and controls, assisted tellers with accuracy in cash handling and balancing.
UNIVERSAL BRANCH ASSOCIATE/BRAND AMBASSADOR
Capital One Bank
New York, NY
12.2012 - 04.2017
- Delivered outstanding customer service; appointed service excellence champion for branch due to exceptional customer feedback surveys
- Proactively met with prospects as result of customer outreach efforts and generated referrals in specialist areas such as investments, small business, and/or mortgage
- Awarded employee of the quarter two consecutive quarters, skills highlighted consisted of “understanding our customers, expanding brand awareness, assisting self-service, and creating team engagement”
- Researched and answered customer inquiries regarding accounts, products, rates and services, in-branch or over phone
- Assisted and educated customers on use of remote channels resulting in increase of self-service and maximized relationship growth
- Trained associates into ambassador role by creating training material, administering lunch and learns, and forming cohort group of branches to execute new training
- Led pilot program for lower Manhattan and South Queens districts in efforts to “change banking for good” by providing exceptional customer experience using emotional intelligence, and personality gauging
- Supported and executed community- based projects and volunteer work by hosting financial literacy workshops and connecting with non-profit groups
- Appointed branch Compliance Officer due to operational proficiency; responsible for ensuring associates are current with federal regulations, policies, and procedures
- Maintained and balanced cash drawer
- Adhered to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer and bank assets.
Education
Some College (No Degree) - BUSINESS MANAGEMENT & ADMINISTRATION
The City College of New York
New York 03.2021 - Current
Skills
Proficient with Microsoft Word, PowerPoint, and able toundefined
Timeline
Some College (No Degree) - BUSINESS MANAGEMENT & ADMINISTRATION
The City College of New York
03.2021 - Current
MEMBER SERVICES REPRESENTATIVE
Amida Care
10.2019 - 02.2021
CLIENT SERVICES REPRESENTATIVE
Strategic Financial Solutions
11.2018 - 06.2019
PERSONAL BANKER
J.P Morgan Chase
04.2017 - 08.2017
UNIVERSAL BRANCH ASSOCIATE/BRAND AMBASSADOR
Capital One Bank
12.2012 - 04.2017
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