Rene' Schram
North Las Vegas,NV
Summary
Polite and professional Call Center Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
35
35
years of professional experience
Work History
Call Center Representative
Randstad USA
10.2022 - 03.2023
- Inbound) for Elevance Health (Anthem) - Med Supp LOB
- Responded to customer calls to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Tier 1 associate for Med Supp call center for inbound call - billing questions, payment processing, payment research and CA ODG calls.
- Tier 2 - completed training and implemented process for claims and benefits management.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Processed debit and credit card and electronic check payments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Pandemic Unemployment Assessments
Maximus
08.2020 - 05.2022
- Inbound) for Nevada Unemployment Insurance - PUA
- PUA Call Center – assessing claimant information, reviewing clamant file for documents and making recommendations on claim status
- PUA adjudicator – responsible for verifying eligibility of claimants and reviewing all documents received, verify if there is potential fraud, and verify if claimant should be in another program
- Managed over 35 completed customer calls per day.
- Increased claim completion with appropriate customer communication of documents required to process applications.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Communicated with people from various cultures and backgrounds on application process.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Skilled at working independently and collaboratively in team environment.
- Proven ability to learn quickly and adapt to new situations.
Independent Contractor
Global Ad Distribution
12.2013 - 05.2020
- Received and processed 22,000 publication pieces for delivery based on route location and distributed all product to driveways within allocated time frame.
- Delivered outstanding service to customers to maintain and extend relationships for future business opportunities.
- Managed day-to-day operations of consulting business, which required such tasks as route inspections and manifest review to ensure proper delivery of 22,000 publication pieces for weekly delivery.
Executive Assistant
Lighting Services of Nevada, Inc
11.2011 - 01.2013
- Created, maintained and updated filing systems for paper and electronic documents.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Used QuickBooks to produce monthly invoices, reports, and other deliverables.
- Screened personal and business calls and directed to appropriate party.
- Filed paperwork and organized computer-based information.
- Handled confidential and sensitive information with discretion and tact.
Office Manager
C&M Garage Door Services
07.2008 - 11.2010
- Performed all office duties to include AP, AR, daily billing, collections, filing, setting up new account and employee files and payroll processing for 10 employees and 5 subcontractors, and $50,000 in weekly receivables
- Prepared estimates and contract documentation prior to each job
- Verified payment and lien release upon job completion and completed AIA billing sheets
- Scheduled and dispatched employees
- Advised owner on advertising strategy to include design, placement, management, and web site maintenance.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
Office Administrative Assistant
Design Works Custom Painting
01.1999 - 01.2007
- Completed multiple tasks simultaneously to optimize project completion.
- Handled administrative duties, filing, and errands.
- Maintained associate employee files and supported HR requirements.
- Assisted coworkers and staff members with special tasks on daily basis.
- Produced and mailed weekly invoices, payment reminders and financial notices.
- Worked with multiple departments to check proper billing information.
- Managed daily data entry and kept clerical information accurate and up-to-date.
- Created and updated physical records and digital files to maintain current, accurate, and compliant documentation.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
Payroll/Processing Supervisor
National Contract Staffing
01.1988 - 01.1994
- Supervised 6 payroll/account managers and New Hire Coordinator for an Employee Leasing Company to oversee payroll processing for over 200 accounts equaling approx 3,000 employees with weekly, bi-weekly and semi-monthly payroll accounts
- Maintained strict confidentiality of all payroll information and records.
- Researched payroll errors and processed payments for federal and state taxes, social security, Medicare and various employee deductions, annuity contributions, and retirement plan withholdings.
- Supervised new hire orientations to verify completion of appropriate paperwork and recording information on human resources database.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved results by working with staff to meet established targets.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed and processed my own 30 payroll accounts with 300-400 employees to comply with predetermined company guidelines.
Education
Real Estate Exam - Real Estate
Southern Nevada School of Real Estate
Las Vegas2004
High School Diploma -
E.W. Clark High School
Las Vegas05.1987
Skills
- Proficient Data and Online Applications
- Digital Enhancements
- Customer Account Updates
- Membership Inquiries and Renewals
- Collaborative Environments
- Investigations and Resolutions
- Policy and Procedure Adherence
- Calm and Professional Under Pressure
- Brand Representation
- Investigate Claims
- Scripted Calls
- Call Volume and Quality Metrics
Timeline
Call Center Representative
Randstad USA
10.2022 - 03.2023
Pandemic Unemployment Assessments
Maximus
08.2020 - 05.2022
Independent Contractor
Global Ad Distribution
12.2013 - 05.2020
Executive Assistant
Lighting Services of Nevada, Inc
11.2011 - 01.2013
Office Manager
C&M Garage Door Services
07.2008 - 11.2010
Office Administrative Assistant
Design Works Custom Painting
01.1999 - 01.2007
Payroll/Processing Supervisor
National Contract Staffing
01.1988 - 01.1994
Real Estate Exam - Real Estate
Southern Nevada School of Real Estate
High School Diploma -
E.W. Clark High School