Fabian Sanchez
El Paso,TX
Summary
Experienced in customer service and workforce data entry for over 20 years. Strengths include data entry, time management, operate multi line phone systems, navigate multiscreen systems, ability to navigate internet operating systems.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
Datamark/Acentra
01.2024 - Current
- Answer inbound calls at an inbound information center
- Third party contractor for Department of Labor
- Skilled in multiple call queues, ex
- Billing, Authorizations, Enrollments
- Answer 25-30 calls per day
- Escalate calls to appropriate supervisors
- Able to deescalate aggressive callers
- Able to provide information to providers and claimants
- Ability to multitask
- Cross trained in workforce data management
- Able to use Calabrio, Salesforce, Microsoft suite, Avaya, Jitterbit, Paycom
Data Entry Operator / Image Capture
CONDUENT
10.2021 - 12.2023
- Provided data entry for multiple projects related to image capture for toll roads
- License plate images were provided in batch groups to key in information into system
- Fast paced environment, multiple projects assigned as needed
- Keyboard and 10 key by touch, nine-hour workdays and overtime on Saturdays as needed
- Ability to utilize intranet chats, emails and online training modules
- License plate information captured for multiple states, ability to identify and determine number of occupants in vehicle, ability to verify information captured correctly upon review of previously entered data
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible
- Participated in ongoing training to enhance own job skills and knowledge
- Troubleshot minor problems and reported larger technical issues
Workforce Specialist
MAXIMUS
01.2020 - 10.2020
- Provided workforce support for seven different call centers across the country for the 2020 census program
- My duties were to schedule employees at these call centers according to call flow and work needs
- Utilized various computer programs and multi-line phone system
- Approved or denied employee vacation/time off requests based on work needs and supervisor consultations
- Assisted in implementing COVID protocols during the 2020 pandemic, scheduled rotating groups to assist in decreasing the possible infection of COVID
- Communicated with other centers to ensure productivity and management demands were met
- Assisted in nightly closing procedures, which included but not limited to ensuring all call centers had no calls on queue, the last employee logged out for the night, ensured nightly reports were completed, communicated via phone with other workforce teams that they were clear to let their employees go
- Other duties included assigning employees to correct teams, assigning employees vacation and title profiles, scheduled overtime as allotted from upper management, assisted other call centers with assignments as needed
Customer Service Representative
HGS, PRUDENTIAL
08.2014 - 06.2019
- Provide customer service for inbound call center
- Initiated short term and long term disability claims for various clients utilizing computer systems and other web based programs
- Ability to multi-task, redirect callers to correct departments and advise associates of proper claim initiation procedures
- Able to direct callers directly with claim managers for further details regarding claim inquiries
- Communication with other Prudential call centers via online chat sessions in order to provide exceptional customer service and resolve customer issues
- On occasion able to provide feedback and support for new hires on a one on one basis, assisted in coaching new hires on problem solving and information verification
- Assisted in creating reports to provide information on employee performance researching different databases available to all team members
- Also, provided data entry on excel spreadsheets for claims needing missing information to continue processing disability claims for prospective customers
- Dialed out to doctors offices to obtain proper documentation for disability claims including but not limited to; beginning date of disability, disability diagnosis codes, length of time off from work, treatment plans, rehabilitation plans if any, possible surgery dates, permission/authorization to obtain records needed from any and all providers
Customer Service Representative
GC SERVICES
01.2012 - 01.2013
- Provide customer service for inbound call center
- Handle about one hundred calls per day
- Address billing issues and review payment options with customers on a daily basis
- Take payments schedule reconnections and reconnects for clients
- Authorize payment arrangements for customers, as well as provide correct departments for different customer requests
- Utilize intranet to navigate and resolve customer problems
- Performed data entry tasks accurately and in a timely manner
- Handled customer complaints and inquiries in a courteous and efficient manner
Logistics/Off Hours Stocker
TARGET
01.2011 - 06.2011
- Unload trailers and separate merchandise based on location and availability
- Replenish empty and sparse shelves with merchandise
- Pick up and discard trash in a timely manner
- Make sure store was clean and presentable for guests before opening time
- Used various equipment adhering to safety codes and regulations to stock and receive merchandise on a daily basis
Graphic Designer
SAND SIGNS/FAST SIGNS
01.2008 - 01.2009
- Determine size and arrangement of illustrative material and copy, and select style and size of type
- Develop graphics and layouts for product illustrations, company logos, and Internet websites
- Develop negatives and prints to produce layout photographs, using negative and print developing equipment and tools
- Draw and print charts, graphs, illustrations, and other artwork, using computer
First Class Manager/Driver
GO DIRECT MAIL MARKETING
01.2002 - 01.2008
- Advise personnel about traffic problems such as construction areas, accidents, congestion, weather conditions, and other hazards
- Arrange for necessary repairs to restore service and schedules
- Confer with customers or supervising personnel to address questions, problems, and requests for service or equipment
- Determine types or amounts of equipment, vehicles, materials, or personnel required according to work orders or specifications
- Ensure timely and efficient movement of trains according to train orders and schedules
- Monitor personnel or equipment locations and utilization to coordinate service and schedules
- Order supplies and equipment, and issue them to personnel
- Oversee all communications within specifically assigned territories
- Drive a truck or van primarily to deliver or pick up merchandise or to deliver packages within a specified area
- May require use of automatic routing or location software
- May load and unload truck
Cashier/Banker
Speaking Rock Casino
01.1999 - 01.2002
- Answer customers' questions, and provide information on procedures or policies
- Bag, box, wrap, or gift-wrap merchandise, and prepare packages for shipment
- Calculate total payments received during a time period, and reconcile this with total sales
- Cash checks for customers
- Compile and maintain non-monetary reports and records
- Compute and record totals of transactions
- Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and that there is adequate change
Education
High School Diploma - General Study
Riverside High School
El Paso, TXAssociates in Web Design - Web Design/Graphic Design
BORDER INSTITUTE OF TECHNOLOGY
Skills
- Software
- Personal Computers
- Word Processing Software
- Typing Speed
- Apple Computers
- Database Software
- Data Entry Terminal
- Email Software
- Graphics
- Customer service
- Call center operations
- Data entry
- Billing support
Languages
- English
- Spanish
Phone - Number
9159999742
Timeline
Customer Service Representative
Datamark/Acentra
01.2024 - Current
Data Entry Operator / Image Capture
CONDUENT
10.2021 - 12.2023
Workforce Specialist
MAXIMUS
01.2020 - 10.2020
Customer Service Representative
HGS, PRUDENTIAL
08.2014 - 06.2019
Customer Service Representative
GC SERVICES
01.2012 - 01.2013
Logistics/Off Hours Stocker
TARGET
01.2011 - 06.2011
Graphic Designer
SAND SIGNS/FAST SIGNS
01.2008 - 01.2009
First Class Manager/Driver
GO DIRECT MAIL MARKETING
01.2002 - 01.2008
Cashier/Banker
Speaking Rock Casino
01.1999 - 01.2002
High School Diploma - General Study
Riverside High School
Associates in Web Design - Web Design/Graphic Design
BORDER INSTITUTE OF TECHNOLOGY