Robyn Armijo
Rye,Co
Summary
In dealing with a variety of issues, I am meticulous, resilient, and adaptable. Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers. A computer whiz with unrivaled customer service, task prioritization, and time management skills. Retention specialist proactive with experience in providing support and resolving customer complaints. Offering15+ years of related experience, as well as a strong desire to improve service delivery, expand knowledge, and exceed expectations.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
Highline Internet
05.2024 - Current
- 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.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Medicare Customer Service Representative
WPS Health Solutions
05.2023 - 05.2024
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Improved call center performance by consistently maintaining a high level of professionalism and productivity.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
Level 3 Customer Support
Elevance Health (Anthem Health)
08.2021 - 03.2023
- Maintained high levels of customer satisfaction and retention by educating and assisting each customer with respect
- Followed company policies and scripts to ensure that call-time and quality standards were met on a consistent basis
- Met and consistently exceeded revenue quotas by promoting products and services during routine calls
- Kept accurate and current customer account data with manual form processing and digital information updates
- Filed and faxed documents and created customer databases as part of my clerical duties
- Reduced call wait times by efficiently prioritizing support tickets and utilizing time management skills.
- Collaborated closely with cross-functional teams to ensure successful completion of large-scale projects on time and within budget constraints.
- Enhanced team collaboration with improved communication methods and streamlined project documentation.
MI60 Customer Service Manager
AT&T Mobility
08.2018 - 08.2021
- Worked closely with Team leads and area management, handling tasks such as conducting research, fielding phone calls, and using empathy and understanding during escalated situations
- Checked the team's performance and made sure were following required policies and procedures as well as increasing sales by training CSR's on how to offer each product
- Responded quickly to customer concerns and resolved technical and billing issues using system and tools provided as well as customer service skills
- Achieved sales goals on all products and services every month consistently a top performer
- Researched and educated myself and peers with a clear focus on continuous improvement and strategically capitalizing on current market trends
Retention Specialist
Comcast
06.2017 - 08.2018
- Worked closely with Team leads and area management, handling tasks such as conducting research, fielding phone calls, and using empathy and understanding during escalated situations
- Checked the team's performance and made sure they were following required policies and procedures as well as increasing sales by training CSR's on how to offer each product
- Responded quickly to customer concerns and resolved technical and billing issues using system and tools provided as well as my customer service skills
- Achieved sales goals on all products and services every month consistently a top performer
- Researched and educated myself and my peers with a clear focus on continuous improvement and strategically capitalizing on current market trends
- Received an average of70 to100 customer service calls every day
Benefits Optimization Team Manager
Express Scripts
01.2008 - 01.2017
- Oversaw payouts for merit rewards, sales commissions, and bonus programs on a monthly, quarterly, and annual basis
- Improved resource utilization and waste minimization by improving planning and internal controls
- Promoted customer loyalty by resolving escalated conflicts to complete satisfaction
- Was in charge of hiring and training new employees, as well as creating employee schedules
- Am responsible for hiring and supervising employees in all available positions
- Improved sales, management, and operations performance by identifying and focusing on areas that needed improvement
- Evaluated client requirements and promoted products and services that met those requirements
- Used performance data to evaluate and improve operations, as well as forecast needs and target current business conditions
- Increased sales volume by directing and hosting training classes and events for Patient care advocates as well as entire management teams across the Enterprise
- Created incentive programs and trainings that increase the company's prescription revenue by425 million dollars enterprise wide
Education
High School -
Home School
Rye, CO01.1997
Skills
- Results-oriented
- Excellent communication
- Training development aptitude Budgeting
- Client-focused
- Critical thinking
- Microsoft certified
- Staff training
- Prioritization
- De-escalation techniques
- Call center management
- Training
ADDITIONAL INFORMATION
References available upon request.
Timeline
Customer Service Representative
Highline Internet
05.2024 - Current
Medicare Customer Service Representative
WPS Health Solutions
05.2023 - 05.2024
Level 3 Customer Support
Elevance Health (Anthem Health)
08.2021 - 03.2023
MI60 Customer Service Manager
AT&T Mobility
08.2018 - 08.2021
Retention Specialist
Comcast
06.2017 - 08.2018
Benefits Optimization Team Manager
Express Scripts
01.2008 - 01.2017
High School -
Home School
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