Summary
Overview
Work History
Education
Skills
Timeline
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Kasondra Burgos

Camp Hill,PA

Summary

Accomplished CSR with a proven track record at Maximus, enhancing customer satisfaction through expert problem resolution and effective communication. Skilled in Microsoft Office Suite and maintaining professionalism in high-pressure situations, I have significantly contributed to improved client relations and operational efficiency.

Overview

2
2
years of professional experience

Work History

CSR

Maximus
04.2024 - Current
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services, and company information.
  • Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.

Pharmacy Service Representative

CVS Specialty Pharmacy
10.2023 - 04.2024
  • Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
  • Entered and processed patients' prescriptions into internal system.
  • Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects, and specified use.

CSR

Clark Resources
08.2022 - 10.2023
  • Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
  • Collaborated with management to develop strategies for enhancing overall customer experience.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.

Education

Radiology Informatics -

Harrisburg Area Community College
Harrisburg, PA
12-2024

High School Diploma -

Harrisburg High School
Harrisburg, PA
06-2007

Skills

  • Call center experience
  • Customer focus
  • Customer service
  • Professional telephone demeanor
  • Documentation
  • Office equipment proficiency
  • Scheduling
  • Problem resolution
  • Building rapport
  • Client relations
  • Microsoft Excel
  • Microsoft Office Suite
  • Account updating

Timeline

CSR

Maximus
04.2024 - Current

Pharmacy Service Representative

CVS Specialty Pharmacy
10.2023 - 04.2024

CSR

Clark Resources
08.2022 - 10.2023

Radiology Informatics -

Harrisburg Area Community College

High School Diploma -

Harrisburg High School

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Kasondra Burgos