Jocelyn Perez
Phoenix,AZ
Summary
Dedicated professional skillful in sample collection, data recording and instrument calibration. Comfortable handling complex issues, meeting strict deadlines and adjusting to rapidly changing conditions. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Knowledgeable and dedicated customer service professional with extensive experience. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Overview
11
11
years of professional experience
Work History
Specimen Processor
Sonora Quest Laboratories
07.2022 - Current
- Enter patient demographics.
- Verify and ensure testing and specimens are received and correct.
- Aliquot and label specimens appropriately.
- Pour off specimens.
- Adhered to laboratory safety procedures to maintain compliance with quality control standards.
- Met quality control standards by examining specimens for adequacy and appropriateness
Customer Service Representative
ValorGlobal, BPO Hulu
08.2018 - 03.2022
- Tech Support and troubleshooting for streaming service company
- Customer service skills in assisting customers by educating them on general and or device specific -Assist with billing and service concerns
- Knowledge of various technologies such as Windows, Android, Apple iOS, gaming and streaming devices used to stream On Demand and Live TV
- Knowledge on various browsers, Chrome, Safari, EX, Firefox -Assist with plan change -Knowlegde with Salesforce, Flanders, KB, VX Express - Ability to multitask in a fast paced
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Advocate customer service specialist
Verizon Wireless
06.2016 - 10.2017
- Use troubleshooting skills to come with a solution
- Communication skills to resolve customers device, billing and service concerns
- Answer any inquiries about billing, service and help troubleshoot device
- Help make plan changes, upgrade to devices, process payments
- Work with hardware, software OS, apps and compability
- Knowledge with multiple technology such as Windows, Android, Blackberry OS, Apple Ios.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Updated account information to maintain customer records.
McKesson
02.2016 - 06.2016
- Offer a support program for Diabetes patients
- Provide information on insulin
- Make outbound calls
- Help sign patients for diabetes education sessions
Tech Support
Direct Tv
05.2015 - 02.2016
- Confirm/Make changes to orders for customers
- Assist with payments
- Troubleshoot for DirecTV installers
- Provide information about equipment
- Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
- Walked individuals through basic troubleshooting tasks.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
Customer Service Representative
General Dynamics Information Technology, Advanced Resolution Center
01.2013 - 01.2015
- Tier 2
- Resolve Healthcare escalations
- Assist consumers with healthcare enrollment following the guidelines of the Health Insurance Market Place
- Remediate immediate provider issues
- Provide training and support to Tier 1 representatives
- Medicare Tier 1- Refer calls as required to Customer Service Representative II, apply for Drug Plans, read scripts, also provide general responses
- Bilingual- speak English & Spanish
- Dual Train- take Marketplace and Medicare calls
- Answered constant flow of customer calls with minimal wait times.
Education
Alhambra High School
Skills
- Very professional and able to work independently and take initiative
- Documenting Problems
- Regulatory Standards
- Specimen Handling
- Excellent communication skills to support interfacing with management, peers, and customers
- Skills in conflict resolution, problem-solving, and troubleshooting
- Ability to follow instructions well and make decisions with no supervision
- Multiple-task oriented, able to prioritize simultaneous projects to meet tight deadlines
- Excellent team-building skills
- Microsoft Word
- Excel
- PowerPoint
- Internet Explorer
- Typing (40wpm) 10-Key
- Microsoft Excel
- Customer Relations
- Technical Support
- Active Listening
- Critical Thinking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Specimen Processor
Sonora Quest Laboratories
07.2022 - Current
Customer Service Representative
ValorGlobal, BPO Hulu
08.2018 - 03.2022
Advocate customer service specialist
Verizon Wireless
06.2016 - 10.2017
McKesson
02.2016 - 06.2016
Tech Support
Direct Tv
05.2015 - 02.2016
Customer Service Representative
General Dynamics Information Technology, Advanced Resolution Center
01.2013 - 01.2015
Alhambra High School
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