Rachel Vargo
Santee,California
Summary
Customer Service Specialist with 35 years of experience, including recent role at Humana as Level 1 agent. Expertise in assisting members with insurance navigation and resolving escalated issues. Proven multitasking and prioritization skills developed through independent contracting and Resource Management roles. Committed to continuous learning and community service, with a focus on maintaining customer satisfaction and contributing to organizational success.
Overview
26
26
years of professional experience
Work History
Customer Service Rep Level 2
Humana
Louisville, KY
11.2020 - Current
- Customer Care Representative Experience
- Directing customers to the right department if required
- Making changes to customer’s account
- Answering customer questions regarding Linet program
- Maintain a positive and friendly tone with member
- Listen to member complaints to identify the cause of their problem to the best of my ability
- Identify the appropriate response and strategy to solve member issues as quickly as possible
- Address member inquiries and concerns promptly and accurately
- Strong soft skills and communication skills
- Can demonstrate empathy, listening skills and speaking skills
- Maintaining Inbound Call Flow
- Ensuring following HIPPA guidelines and Humana and Medicare Policy
- Maintaining Quality Standards by meeting all department metrics, expected Quality Audit scores, and compliance.
- STAR Award
- STAR AWARD-Bronze (12-06-2024)
- STAR AWARD-Bronze (11-08-2024)
- STAR AWARD-Bronze (04-26-2024)
- FEBRUARY 2025 Top Performance
- OCTOBER 2024 Top Performance
- SEPTEMBER 2024 Top Performance
- Areas of Expertise: Center for Medicare/Medicaid Service compliance (CMS), Mentor Utilization, Customer Relationship Management (CRM), Genesys Cloud, Customer Interface (CI), RX Nova (Claims Processing), Word, Excel, PowerPoint, and Outlook, Contact Center, Documentation Research
CarePlus- Customer Service Rep Level 1
Humana
Louisville, KY
01.2019 - 01.2020
- Implemented innovative methods for streamlining the customer service process.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries via phone, email, and chat.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided accurate information about products and services to customers.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Customer Service Representative
Working Solutions
Plano, TX
01.1999 - 01.2018
- Monitored large groups of customer service representatives
- Implemented new strategies to achieve customer satisfaction
- Collaborated with others to create successful meetings for new clients
- Authorized and delegated customer service responsibilities
- Illustrated and conveyed empathy within company policies
- Adapted to changes with ease
- Developed positive relationships with customers through friendly interactions.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Implemented innovative methods for streamlining the customer service process.
- Provided exceptional customer service to ensure customer satisfaction.
- Provided accurate information about products and services to customers.
- Resolved customer complaints promptly and efficiently.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Developed strong customer relationships to encourage repeat business.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
High School Diploma -
El Cajon Valley High School
El Cajon,CA06-1974
Some College (No Degree) - Interior Design
Foothills College
El Cajon,CASkills
- CMS compliance expertise
- Mentorship and coaching
- Customer relationship management
- Genesys Cloud proficiency
- Customer interface optimization
- Claims processing knowledge
- Microsoft Word and Excel
- Presentation skills with PowerPoint
- Email communication via Outlook
- Contact center operations
- Documentation and research skills
- Team leadership in customer service
- Strategy implementation for satisfaction
- Collaboration for client meetings
- Delegation of service responsibilities
- Empathy in customer interactions
- Adaptability to change
Soft Skills Completed
- Building Your Professional Network, 06/20/23
- Controlling Conflict, Stress, and Time in Customer Service, 06/21/23
- Problem Solving: Generating Solutions, 12/06/23
- Customer Service: Becoming a Chat Agent Star, 12/06/23
- Communicating Effectively with Customers, 02/09/24
- Make the time You Need: Get Organized, 02/20/24
- Customer Service: discovering Customer Needs, 05/20/24
- Formatting & proofreading email text in Outlook 365, 05/20/24
- Writing with a Professional Mindset, 05/21/24
- Proofing email in Outlook 365, 05/21/24
- Harnessing the Power of the Written Word, 05/21/24
- Mastering OKRs: Writing, Measuring, and Achieving, 05/22/24
- Building Your Emotional Intelligence as a Leader, 05/22/24
- Customer Service: Engaging with Customers, 05/23/24
- Customer Service: Fostering a Service Mindset, 05/23/24
- Become a Great Listener, 05/28/24
- Customer Service: interpreting Customers’ Service Priorities, 05/28/24
- Customer Service: Adapting to Your customers’ cues, 05/28/24
- Building up your Emotional Intelligence, 05/29/24
- Customer Service: Generating Effective Solutions, 05/29/24
- Facing Confrontation in Customer Service, 05/30/24
- Embracing a customer-obsessed Mentality, 05/30/24
- Customer Service: Strengthening Your Service skills, 10/28/24
- Power Up: Turning on your self-starter potential, 10/28/24
- Developing a Plan to further your career, 10/28/24
- Innovating with the customer in mind, 02/05/25
- Enhancing Hiring Decisions with Effective Applicant Screening, 02/05/25
- Interacting with Customers, 02/05/25
- Contributing as a Virtual Team Member, 02/05/25
- Be Productive by Working Efficiently, 03/11/25
- Optimizing time management for Successful Sales preparation, 03/11/25
Affiliations
- Gardening
- Interior Design
- Crafter
Accomplishments
- Became Resource Manager with my previous employment, Working Solutions
- Awarded Mayor Trophy in my city of Santee
Websites
Timeline
Customer Service Rep Level 2
Humana
11.2020 - Current
CarePlus- Customer Service Rep Level 1
Humana
01.2019 - 01.2020
Customer Service Representative
Working Solutions
01.1999 - 01.2018
High School Diploma -
El Cajon Valley High School
Some College (No Degree) - Interior Design
Foothills College
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