Glenda I Rosario
New Castle,DE
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
15
15
years of professional experience
Work History
Inbound Contact Representative- Seasonal Position
Humana
Louisville, KY
09.2023 - 12.2023
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Worked with Pend Key errors for missing information in Medicare applications. Send letters to request information to comply with AEP guidelines and enrollment timeframes.
Fraud Detection Analyst
Barclays
Wilmington, DE
03.2023 - 08.2023
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Developed and implemented procedures to detect and prevent fraud.
- Tracked fraud cases and monitored trends to develop strategies for prevention.
Collections Specialist
Sallie Mae
New Castle, DE
07.2022 - 11.2022
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Retail Sales Associate Cashier
Boscov's Department Store
Newark, DE
10.2020 - 04.2021
- Helped customers complete purchases, locate items, and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Assisted customers by answering questions and fulfilling requests.
- Drove customer loyalty and consistent sales through friendly service and knowledgeable assistance.
Sales Associate
T-Mobile
Newark, DE
06.2019 - 06.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Helped customers locate products and checked store system for merchandise at other sites.
- Prepared merchandise for sales floor by pricing or tagging.
- Rotated stock and restocked shelves to maintain product availability and store appearance.
Bilingual Customer Service Specialist
DXC Technology, Hewlett Packard Enterprise
Newark, DE
03.2017 - 05.2019
- Utilized databases, logs and sources to locate and verify information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
Customer Retention Specialist
Comcast, Xfinity
Newark, DE
07.2008 - 08.2011
- Developed new strategies for customer retention activities.
- Adhered to appropriate legal scripting when required.
- Developed product demonstrations and presentations for customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
High School Diploma -
James H Groves
Wilmington, DE06.2008
Skills
- Closing Procedures
- Resolving Irregularities
- Consultative Sales Approach
- Customer Accounts Management
- Customer Loyalty
- Customer Care
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Inbound Contact Representative- Seasonal Position
Humana
09.2023 - 12.2023
Fraud Detection Analyst
Barclays
03.2023 - 08.2023
Collections Specialist
Sallie Mae
07.2022 - 11.2022
Retail Sales Associate Cashier
Boscov's Department Store
10.2020 - 04.2021
Sales Associate
T-Mobile
06.2019 - 06.2020
Bilingual Customer Service Specialist
DXC Technology, Hewlett Packard Enterprise
03.2017 - 05.2019
Customer Retention Specialist
Comcast, Xfinity
07.2008 - 08.2011
High School Diploma -
James H Groves