Ramona Iciano
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
8
8
years of professional experience
Work History
Bilingual Sales Lead/Customer Service Representative
One Touch
02.2020 - 07.2023
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Responded to customer calls and emails to answer questions about products and services.
- Trained and mentored new sales representatives.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Responded to telephone and in-person requests for information.
- Increased sales by fostering relationships with customers, implementing business strategies and suggesting areas for improvement.
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Educated customers about product terminology, features, and benefits to improve sales and customer satisfaction.
- Incorporated cross-selling, up-selling and add-ons and offered promotional items to increase sales.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Asked fact-finding questions to determine customer needs and expectations and recommended specific products and solutions.
- Generated new and repeat sales by offering timely product, service, and technical information.
Pharmacy Technician
Walgreen's Pharmacy
07.2018 - 08.2019
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Counted and labeled prescriptions with correct item and quantity.
- Entered and processed patients' prescriptions into internal system.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Reviewed and verified customer information and insurance provider information.
- Collected co-payments or full payments from customers.
- Resolved non-routine issues like third-party billing, computer system, and customer service issues.
- Counted, measured and compounded medications following standard procedures.
- Welcomed customers to pharmacy and answered questions relating to prescriptions and over-the-counter products.
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Responded to employee inquiries regarding compliance regulations and procedures.
Customer Service Representative
GetixHealth
01.2017 - 05.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Provided language translation services for customer service inquiries.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
Customer Service Sales Supervisor
Alorica
07.2015 - 07.2016
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Researched and corrected customer concerns to promote company loyalty.
- Coached employees through day-to-day work and complex problems.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
Education
High School Diploma -
Thomas Jefferson High School
Tampa, FL06.2015
Skills
- Privacy and Confidentiality
- Till Counting
- Crisis Management
- Performance Goals
- Sales Quota Achievement
- High-Volume Environments
- Leadership Techniques
- Microsoft Access
- Listening Skills
- Effective Selling Techniques
- Inbound Sales
- Sales and Upselling
- Educating Consumers
- High-Energy Sales Tactics
- Google Apps
- Training Methods
- Customer Service and Assistance
Timeline
Bilingual Sales Lead/Customer Service Representative
One Touch
02.2020 - 07.2023
Pharmacy Technician
Walgreen's Pharmacy
07.2018 - 08.2019
Customer Service Representative
GetixHealth
01.2017 - 05.2018
Customer Service Sales Supervisor
Alorica
07.2015 - 07.2016
High School Diploma -
Thomas Jefferson High School
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