Iris Zepeda
Oak Ridge,Tennessee
Summary
Customer-oriented service representative successful at troubleshooting and handling customer support issues in a timely manner. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving. Call Center Representative with expertise providing customer support in high call volume environments. Exceptional computer aptitude and telephone etiquette. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level customer service position. Ready to help team achieve company goals.
Overview
22
22
years of professional experience
Work History
House Manager
Sertoma Centre
Knoxville, TN
03.2022 - 12.2022
- Improved household efficiency by implementing detailed schedules and routines for staff members.
- Streamlined communication among staff for optimal productivity and coordination of tasks.
- Enhanced family satisfaction with household management by addressing concerns promptly and efficiently.
- Developed and maintained comprehensive inventory systems to ensure timely replenishment of supplies, reducing waste and saving costs.
- Managed household budgets, analyzing expenses, and making recommendations for cost-saving measures.
- Established atmosphere of trust, respect, and professionalism within household, fostering positive environment for both family members and staff.
- Managed day-to-day operation of home to comply with regulations and agency standards.
- Trained and supervised staff on proper cleaning techniques, safety protocols and customer service to increase quality standards.
- Oversaw budget to manage expenditures and control costs.
Customer Care Representative
Avant
Oak Ridge, TN
12.2019 - 09.2020
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Maintained high level of product knowledge to provide accurate information and support to customers.
- Contributed to team success, consistently achieving call center performance metrics.
- Managed high call volume with exceptional professionalism and efficiency.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Direct Support Professional
Sertoma Centre
Knoxville, TN
06.2017 - 08.2019
- Enhanced quality of life for individuals with disabilities by providing compassionate and consistent direct support.
- Assisted clients in achieving personal goals through tailored care plans and daily skill-building activities.
- Maintained safe and inclusive environment by addressing behavioral challenges with patience and understanding.
- Collaborated with interdisciplinary teams to develop comprehensive support strategies for each client''s unique needs.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
- Provided ongoing communication between clients, families, and other service providers to enhance overall care coordination efforts.
Customer Service Representative
Accenture
12.2016 - 06.2017
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Resolved all customer complaints in a professional manner while prioritizing customer satisfaction
- Call center environment, handled high call volume and provided customer care
- Handled calls in English and Spanish.
Claims Representative
Accenture
08.2015 - 12.2015
- Check accuracy and verified duplicated claims have not been filled
- Approved and pay claims according to contract thru health contracts
- Denied duplicate claims
- Kept records of claims processed.
Call Center Customer Service Representative
CVS/Caremark
10.2014 - 03.2015
- Kept records of customer interactions and transactions, took orders of prescription refills and payment and mailing information
- Provided customer service in explaining health care benefits, deductibles, co-payments and general benefits information
- Contacted pharmacies and provided information needed to process claims thru insurance
- Executed daily operations of computer and phone system.
Call Center Customer Service Representative
Sitel Corporation
04.2012 - 03.2015
- Checked to ensure that appropriate changes were made to resolve customer's problems
- Executed daily operations of computer system and phone
- Kept very detailed records of customer interactions, recording details of inquiries, complaints, and comments, as well as actions taken
- Responsible for troubleshooting and scheduling repairs under manufacture's warranty
- Referred unresolved customer grievances to designated departments for further investigation.
Customer Service Representative
Clayton Homes
08.2009 - 11.2009
- Kept records of customer interactions and transactions, recorded details of inquiries, complaints, comments and actions taken
- Contacted customers in order to respond to inquiries and to notify them of claim investigation results and any planned adjustments
- Reviewed insurance policy terms in order to determine whether a particular loss was covered by insurance
- Responsible for mortgage payments and insurance claims procedures.
Call Center Customer Service Representative
Comcast
12.2006 - 01.2008
- Resolved customer's service and billing complaints by performing activities such as exchange merchandise, refunding money, and adjusting bills
- Solicited sales of new and additional services and products
- Determined charges for services requested, collected deposits and payments, and arranged for billing payments
- Responsible for troubleshooting and scheduling tech visits for repair.
Customer Service Representative
Cendant
11.2001 - 04.2005
- Informed clients of essential travel information such as travel times, and transportation connections
- Maintained computerized inventories of available passenger space and provided information on space reserved and available
- Made and confirmed reservations for transportation and accommodations, using telephones, faxes, mail and computers
- Answered inquiries regarding such information as schedules, accommodations, procedures and policies
- Conferred with customers to determined their service requirements and travel preferences
- Prepared invoices and accepted payments.
Account/Collections Representative
GC Services
03.2001 - 11.2001
- Located customers to collect installments, overdue accounts, damaged claims, and non-payable checks
- Phoned customers and attempted to persuaded customers to pay amount due, or arranged for payment at a later date
- Kept record of collections and status of accounts.
Education
High School Diploma -
Dr. Santiago Veve Calzada
Skills
- MS Windows proficient
- Creative problem solver
- Exceptional communication skills
- Quick learner
- Multi-line phone talent
- Medical terminology knowledge
- Fluent in English and Spanish
- Skilled in call center operations
- Exceptional workflow management
- Adheres to customer service procedures
- Strong problem solving aptitude
- Committed to maintaining data integrity
- Activities Scheduling
- Grocery Shopping
- Calendar Management
- Expense Management
- Budget Administration
- Behavior Modeling
- Language fluency
Languages
Spanish
Full Professional
Timeline
House Manager
Sertoma Centre
03.2022 - 12.2022
Customer Care Representative
Avant
12.2019 - 09.2020
Direct Support Professional
Sertoma Centre
06.2017 - 08.2019
Customer Service Representative
Accenture
12.2016 - 06.2017
Claims Representative
Accenture
08.2015 - 12.2015
Call Center Customer Service Representative
CVS/Caremark
10.2014 - 03.2015
Call Center Customer Service Representative
Sitel Corporation
04.2012 - 03.2015
Customer Service Representative
Clayton Homes
08.2009 - 11.2009
Call Center Customer Service Representative
Comcast
12.2006 - 01.2008
Customer Service Representative
Cendant
11.2001 - 04.2005
Account/Collections Representative
GC Services
03.2001 - 11.2001
High School Diploma -
Dr. Santiago Veve Calzada