Marina Contreras
Tucson,USA
Summary
Dedicated Customer Service Representative motivated to maintain customer satisfaction and contribute company success, proven ability to establish rapport with clients and exceed sales quotas reliable and driven with strong time management and prioritization abilities.
Overview
12
12
years of professional experience
Work History
Eligibility Interviewer
Department of Economic Security
03.2024 - 07.2025
- Conducted eligibility interviews to assess client qualifications for economic assistance programs.
- Evaluated documentation and verified information to ensure compliance with state regulations.
- Collaborated with case managers to resolve client issues and streamline application processes.
- Provided guidance on program requirements, enhancing client understanding of services available.
- Implemented process improvements that reduced application processing times and increased accuracy.
- Developed resource materials for clients, improving accessibility to program information and support services.
- Addressed client concerns in a timely manner, ensuring that any necessary follow-up was completed to maintain high levels of satisfaction.
- Increased client trust by maintaining strict confidentiality with sensitive personal information during interviews and throughout the application process.
Deputy Clerk of the Court
Pima County Superior Court
06.2021 - 04.2023
- Managed court records, ensuring accuracy and compliance with legal standards.
- Facilitated communication between judges and attorneys, streamlining case processing.
- Oversaw scheduling of hearings, improving efficiency in court operations.
- Trained junior clerks on procedures and systems, enhancing team performance.
- Analyzed case data to identify trends, supporting strategic decision-making for the court.
- Coordinated documentation for trials, ensuring timely availability of materials.
- Implemented workflow improvements, reducing processing times for case filings.
Customer Service Representative
Alorica Calling Center
10.2019 - 09.2020
- This position a pharmacy benefits manager my job was helping members with there prescription medications I processed prior authorizations for Drs offices, pharmacies, hospice care and also facility patients
- Educated patients on healthcare services and benefits, enhancing understanding of available resources.
- Coordinated with healthcare providers to ensure timely resolution of patient issues and service requests.
- Resolved patient inquiries and concerns through effective communication and active listening.
- Analyzed customer feedback to identify trends, implementing changes that increased service efficiency.
Customer Service/Sales
Coworx Staffing
02.2018 - 01.2019
- Answer telephone calls regarding existing accounts of AT&T internet Powered service, made requested account changes. Responded to questions and concerns in regards to service, and deescalated calls appropriately. Consulted with customers to evaluate needs, and go over their best options. Upgrades services and offered additional service packages.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Customer service representative
C3 Customer Contact Channels
01.2015 - 01.2016
- Gave customers locations to local pharmacies in their area
- Sent prescriptions to customers correct pharmacy
- Answered medical billing questions with correct medical terms
- Enrolled and gave customers information on Humana Medical insurance
- Would take incoming and outing calls to customers medical provider to reassure them when they receive their prescriptions
- Facilitated resolution of customer inquiries through effective communication and problem-solving skills.
- Managed multi-channel support via phone, email, and chat to enhance customer satisfaction.
- Developed and maintained comprehensive FAQs to streamline customer interactions and reduce response time.
- Analyzed customer feedback to identify trends for process improvement initiatives.
Customer service representative
AFNI
04.2013 - 02.2014
- Promptly responded to general inquiries about Verizon wireless service regarding billing and troubleshooting. Resolved service issues in a timely fashion and shared benefits of additional services. Maintained up-to-date knowledge of Verizon Wireless policies regarding payments, account changes, and upgrades. Developed highly empathetic client relationships and earned reputation for delivering exceptional customer service. Cross trained and provided backup for other customer service representatives when needed.
- Trained new team members on product knowledge and customer service protocols.
- Collaborated with cross-functional teams to implement new service strategies that increased efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
High School Diploma -
Sunnyside High School
Tucson, AZ01-2009
Skills
- CSR
- Call Center
- Customer Service
- Customer Care
- ICD-10
- Microsoft Outlook
- Medical Terminology
- Medical Records
- Verbal communication
- Interview techniques
- Confidentiality
- Microsoft office
- Data entry
- Documentation and paperwork
- Record keeping
- Knowledgeable in [software]
- Documentation and reporting
- Appointment scheduling
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Timeline
Eligibility Interviewer
Department of Economic Security
03.2024 - 07.2025
Deputy Clerk of the Court
Pima County Superior Court
06.2021 - 04.2023
Customer Service Representative
Alorica Calling Center
10.2019 - 09.2020
Customer Service/Sales
Coworx Staffing
02.2018 - 01.2019
Customer service representative
C3 Customer Contact Channels
01.2015 - 01.2016
Customer service representative
AFNI
04.2013 - 02.2014
High School Diploma -
Sunnyside High School
Additional Information
- Skills:
- Experience with Microsoft office-word/Excel
- Excellent communication skills with a focus on customer service
- Familiarity with medical terminology
- Ability to solve and resolve problems excellent listening skills
- 55-WPM Typist
- Have the drive and motivation skills to accomplish anything I set my mind to