ROSA DIAZ
Boise,ID
Summary
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
16
16
years of professional experience
Work History
Customer Service Representative 2
Central District Health
Boise, ID
08.2023 - 10.2024
- Support the Family Clinic Services (FCS) program by assisting walk-in patients applying for medical services
- Provide front-line customer service and schedule medical appointments with FCS Nurse Practitioners or Registered Nurse
- Verify completeness of medical application form and enter application data
- Schedule medical appointment or follow-up appointments with Provider or Nurse
- Work within phone queue throughout the day, manage high call volumes
- Calculated yearly gross wages from paystubs or tax return W2’s for low-income eligibility discount rate
- Collect cash or debit card medical services fee owed in person or via phone and maintained daily cash drawer balance
Customer Service Representative 2
Central District Health
Boise, ID
03.2022 - 03.2023
- Support the Women’s, Infant, and Children (WIC) program by assisting walk-in customers applying for nutritional food assistance
- Provide front-line customer service to clients and schedule appointment with Clinical Assistant for nutritional food benefits assistance
- Explain Idaho WIC low-income eligibility program requirements to clients
- Schedule WIC appointment and or follow-up appointments to obtain food nutritional services assistance
- Work within phone queue throughout the day, manage high call volumes
- Calculated yearly gross wages from paystubs or tax return W2’s for low-income eligibility
- Issued monthly food benefits electronically into Customer’s WIC card
Technical Records Specialist 1 – CNA Unit
Department of Health & Welfare
Boise, ID
05.2019 - 07.2020
- Support the Certified Nursing Assistant (CNA) program by assisting walk-in applicants applying for the CNA program
- Verify completeness of application form and enter application data
- Work within phone queue throughout the day, manage high call volumes
- Access national statewide CNA database to search and locate, and verify validity of in state or out-of-state certificate
- Issue electronic state of Idaho certificate and mail to applicant
- Correspond with applicants via e-mail, in person, or over the phone
Technical Records Specialist 1 - Accounts Payable
Idaho Transportation Department District 3
Boise, ID
07.2017 - 05.2018
- Supported the Accounts Payable by processing accounts payable payment invoices, contacting vendors for billing discrepancies, and working with the department's financial unit to ensure accurate bookkeeping and weekly monies deposit
- Assisted with Time Keeping by entering employee timesheets, review timesheet errors, and process TADJ’s corrections
- Scheduled employee travel, processed employee travel reimbursements
- Scheduled and coordinated team meeting and conferences
- Served as a back-up for front desk coverage; greeting customers, answering phone, directing traffic, collecting and processing right-of-way fees
Data Entry Records Specialist – Civil and Mechanical Unit
Interior, Bureau of Reclamation, Pacific Northwest
Boise, ID
08.2015 - 08.2016
- Entered drawings, microfilms, and documents data into Excel
- Reviewed and prepped Civil and Mechanical projects to be scanned by Vendor
- Transferred scanned projects into network drive
- Sorted and filed scanned projects into network drive
- Contacted vendors concerning time sensitive project drawings and microfilms
- Filed and maintained drawing and microfilm archive
Technical Records 1 – ALS Suspension Unit
Department of Transportation
Boise, ID
04.2012 - 02.2013
- Supported the Administrative License Suspension (ALS) Unit by sorting and reviewing incoming DUI paperwork
- Entered DUI and CDL driver suspension or disqualification dates
- Worked within the phone queue throughout the day, manage high call volumes
- Corresponded with Idaho drivers and out of state drivers regarding DUI suspensions, SR-22’s insurance, driving citations, and driving status
- Collected debit card driver suspension fees owed over the phone
- Generated and mailed driver suspension or disqualification letters
Office Automation Clerk – Engineering Unit
Interior, Bureau of Reclamation, Pacific Northwest
Boise, ID
05.2008 - 08.2011
- Supported the Engineering unit with searching and locating civil and mechanical drawings in database
- Entered project drawings and microfilm data into Excel
- Scanned or made copies of drawings, reports, and other related documents
- Prepared and routed outgoing correspondence to internal to units
- Reviewed and prepped drawings, microfilms, and other related documents to be scanned by vendor
- Daily picked up incoming afternoon mail and distributed to appropriate units
Education
Associate’s Degree - Administrative Assistance and Secretarial Science
College of Western Idaho
Boise, IDSkills
- Customer service experience
- High-call volume management
- Cash handling, credit card payment processing
- Record keeping
- Administrative Support
- Microsoft Office
- Data entry / search
- Staff training
Languages
Spanish, Fluent in speaking, reading, and writing
Languages
Spanish
Professional
Timeline
Customer Service Representative 2
Central District Health
08.2023 - 10.2024
Customer Service Representative 2
Central District Health
03.2022 - 03.2023
Technical Records Specialist 1 – CNA Unit
Department of Health & Welfare
05.2019 - 07.2020
Technical Records Specialist 1 - Accounts Payable
Idaho Transportation Department District 3
07.2017 - 05.2018
Data Entry Records Specialist – Civil and Mechanical Unit
Interior, Bureau of Reclamation, Pacific Northwest
08.2015 - 08.2016
Technical Records 1 – ALS Suspension Unit
Department of Transportation
04.2012 - 02.2013
Office Automation Clerk – Engineering Unit
Interior, Bureau of Reclamation, Pacific Northwest
05.2008 - 08.2011
Associate’s Degree - Administrative Assistance and Secretarial Science
College of Western Idaho
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