Monica Ortiz
San Antonio,United States
Summary
Personable Member Service Representative offering over 24 years of experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with members. Motivated member specialist seeks a new opportunity in helping clients and providing exceptional experiences.
Overview
21
21
years of professional experience
Work History
Member Service Representative
PenFed Credit Union
03.2022 - Current
- Maintained AHT of 8 minutes and below consistently.
- Assisted members with credit cards, deposit accounts and loan related inquiries, including account opening, application follow up, and title maintenance, etc.
- Managed to sustain excellent attendance record, consistently arriving to work on time.
- Consistently performed at 10 second ACW and below by following proper workflow on every interaction.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Efficiently transferred calls to appropriate departments after determining members needs.
- Deescalated irate members by acknowledging their concerns, empathizing and providing solutions.
Member Service Representative
CVS Caremark
11.2002 - 03.2022
- Processed over 60 calls per day from doctors' representatives and members resulting in decreased wait times and maintaining excellent customer satisfaction.
- Prepared orders via phone for patients and helping them obtain their prescriptions via mail order.
- Initiated outbound calls to members to clarify demographic information to ensure accuracy.
- Reduced process inconsistencies by assisting agents via side by sides and sharing best practices.
- Worked with higher level of support teams to resolve technical and billing problems, improve operations and provide exceptional customer service.
Education
High School Diploma -
Brackenridge High School
San Antonio, TX05.1994
Skills
- Detail oriented
- Quick learner
- Multitasking
- Critical thinking
- Data entry
- Active listening
- Time management
- Adaptability
- Quality-driven
- Empathetic
Timeline
Member Service Representative
PenFed Credit Union
03.2022 - Current
Member Service Representative
CVS Caremark
11.2002 - 03.2022
High School Diploma -
Brackenridge High School