Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Irma Benitez

Delano,CA

Summary

Bilingual results-oriented leader with management experience and seventeen years in customer service roles. Experience analyzing customer problems in an office, and customer service environment. Proficient with different computer systems and ability to learn complex computer systems. Detail-oriented and efficient, and thrive in fast paced environment.

Overview

15
15
years of professional experience

Work History

Customer Service Representative

OptumRx
01.2023 - Current
  • Answer incoming calls from customers and health care providers and identify the type of assistance the customer needs.
  • Ask the appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems.
  • Contact care providers on behalf of the customer to assist with apartment scheduling or connections with internal specialists for assistance when needed.
  • Assist customers in navigating Optum RX website while encouraging and reassuring them to become self sufficient in using our tools.
  • Research complex issues across multiple databases and work with resources to resolve customer issues and or partner with others to resolve escalated issues.

Retail Sales Associate

Charter Communications, Spectrum
06.2021 - 12.2022


  • Increased sales revenue through effective product recommendations tailored to individual customers.
  • Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
  • Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
  • Collaborated with team members to meet and exceed monthly sales targets consistently.
  • Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
  • Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
  • Consistently met personal sales goals through proactive engagement with customers and upselling techniques when appropriate.
  • Provided constructive feedback during team meetings, fostering collaboration among colleagues towards shared objectives in-store performance improvements.
  • Demonstrated expertise in various product categories resulting in becoming a go-to resource for customers seeking advice on product selection.
  • Greeted customers and helped with product questions, selections, and purchases.

Program Specialist

Delano Association For The Develpmt. Disabled
06.2016 - 06.2021
  • Developed extensive program documentation, ensuring clear understanding of goals, objectives, and requirements among all team members.
  • Conducted thorough needs assessments to identify gaps in service delivery and inform program team members.
  • Established goals and created action plans to achieve goals.
  • Worked alongside other professionals to outline and implement program plans and objectives.
  • Assisted individuals in establishing a foundation of stability within their independent living arrangements.
  • Enhanced the ability of each individual to live in the home of his or her choice.
  • One on one individual in instruction and training to encourage independence at the highest level possible.
  • Advocate on behalf of the individuals being supported.
  • Developed strong personal relationships with the individuals we supported and assisted in maximizing the individuals successful community integration
  • Assisted in transportation of clients as a transportation aide. Watched over clients while they were transported from home to facilities and from facilities to home.

Manager

Tony’s Pizza
05.2009 - 03.2020


  • Managed daily operations to ensure a high level of efficiency, consistency, and quality in both food and service.
  • Reduced staff turnover rate with effective leadership, open communication, and employee development opportunities.
  • Enhanced guest experience by regularly reviewing feedback and implementing necessary improvements.
  • Promoted a positive work environment with proactive conflict resolution strategies and team-building activities.
  • Ensured compliance with local health department regulations through regular staff training sessions and facility inspections.
  • Fostered an inclusive atmosphere with open communication channels for all employees to voice concerns or suggestions freely.
  • Promoted positive atmosphere and went above and beyond to guarantee each customer received exceptional food and service.
  • Led and directed team members on effective methods, operations, and procedures.
  • Developed, implemented, and managed business plans to promote profitable food and beverage sales.
  • Maintained kitchen cleanliness and sanitation through correct procedures and scheduled cleaning of surfaces and equipment.
  • Managed cash drawers during closing.

Education

Nutritionist - Dietetics

Bakersfield College
Bakersfield, CA

High School Diploma - General Studies

Delano High School
Delano, CA
06.2006

Skills

  • Bilingual in Spanish and english
  • Exceptional customer service experience 17 years
  • Conflict resolution
  • Leadership experience
  • Windows PC applications
  • Multi tasking
  • Attention to detail
  • Time Management
  • Organizational Skills
  • Call Center Operations
  • Written and oral communication
  • Team player
  • Highly motivated

Timeline

Customer Service Representative

OptumRx
01.2023 - Current

Retail Sales Associate

Charter Communications, Spectrum
06.2021 - 12.2022

Program Specialist

Delano Association For The Develpmt. Disabled
06.2016 - 06.2021

Manager

Tony’s Pizza
05.2009 - 03.2020

Nutritionist - Dietetics

Bakersfield College

High School Diploma - General Studies

Delano High School

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Irma Benitez