Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

JOHAN DUENAS

BURKE,VA

Summary

I am a dynamic service customer representative aiming to utilize my strong organizational my strong organizational, interpersonal, and case management skills in revenue management, striving to enhance customer satisfaction and contribute to the financial success of a forward-thinking company.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Fairfax Water
Fairfax, VA
03.2021 - Current
  • In bound contact center, Customer Service Representative handles 50 calls a day on average and answered customer questions concerning services, billing, payment, lien law requirements, water quality, water pressure, plumbing and other water related concerns.
  • Researched customer's information, assesses and fulfills customer needs, educates the customer where applicable to prevent the need for future contacts and document interactions through contact tracking.
  • Used all available contacts and historical records in SAP to analyze and resolve the customer's situation.
  • Examined all relevant information in order to assess validity of complaints and determine possible causes.
  • Coordinated customers' requests with Radio Dispatcher and schedule field work appointments.

Call Center Help Desk/Data Intake Analyst

U.S. Department of Agriculture
01.2020 - 09.2020
  • Assist retailers attempting to be a part of the EBT/ Food Stamp program
  • Help resolve regional issues and misunderstandings with interpretation of the Federal rules and regulations of the program
  • Ensure communities are represented by law-abiding businesses by assisting with fraud violations
  • Process incoming applications, deciding whether they meet the criteria for the program, and working with them to fulfill the necessary requirements.

Public Safety Communicator I- Call Taking

Department Of Public Safety Communications
08.2019 - 01.2020
  • Answers, screens, and processes incoming emergency and non-emergency calls from the general public and other police and fire agencies
  • Enters event information into the CAD system on the event entry mask completely and accurately
  • Provides caller with lifesaving instructions as needed
  • Establishes and maintains control of the telephone conversation reflecting a professional and helpful attitude.

Care Link Specialist

INOVA Health Systems
11.2016 - 07.2019
  • Provide excellent customer service when first responding to families inquiring about services with Partnership For Healthier Kids
  • Provides thorough application assistance to ensure families overcome barriers to enrollment
  • Provide families with post enrollment education to include information on access and utilization of the FAMIS programs
  • Assists families to complete re-enrollment according to program procedure
  • Assisting families to apply for Virginia health programs via FAMIS, FAMIS Plus, MCCP, and CHCN
  • Maintain up-to-date knowledge by participating in all assigned trainings, meetings, and learning opportunities
  • Meet all established time frames and productivity metrics as directed by the manager
  • Maintain confidentiality and follow all guidelines and laws pertaining to protected health information
  • Utilizing different software’s such as HCAP, Passport, and Client Track.

Call Center Help Desk/Data Intake Analyst

U.S. Department of Agriculture
10.2012 - 11.2016
  • Assist retailers attempting to be a part of the EBT/ Food Stamp program
  • Help resolve regional issues and misunderstandings with interpretation of the Federal rules and regulations of the program
  • Ensure communities are represented by law-abiding businesses by assisting with fraud violations
  • Process incoming applications, deciding whether they meet the criteria for the program, and working with them to fulfill the necessary requirements
  • Perform document image quality validation, including document type confirmation and verification of image quality and clarity
  • Obtained a Public Trust Clearance
  • Handled confidential information
  • Performed entry of data presented in structured forms, correspondence text, or presented out of context in character strings
  • Assists the phone team with escalations.

Education

Park View High School
06.2005

Skills

  • Bi-Lingual (Spanish & English)
  • Proficient in Microsoft Suite (Word, Outlook)
  • Dedicated, hardworking, adaptable, and a coachable worker
  • Good time management and able to meet strict deadlines
  • Skilled at managing multiple tasks
  • Ability to foster and maintain strategic partnerships

Certification

  • CPR & AED
  • National Criminal Information Network- (NCIN)
  • Virginia Criminal Information Network- (VCIN)

References

References available upon request

Timeline

Customer Service Representative

Fairfax Water
03.2021 - Current

Call Center Help Desk/Data Intake Analyst

U.S. Department of Agriculture
01.2020 - 09.2020

Public Safety Communicator I- Call Taking

Department Of Public Safety Communications
08.2019 - 01.2020

Care Link Specialist

INOVA Health Systems
11.2016 - 07.2019

Call Center Help Desk/Data Intake Analyst

U.S. Department of Agriculture
10.2012 - 11.2016

Park View High School
JOHAN DUENAS