Rosalyn Frelix
Albuquerque
Summary
Highly experienced Remote Customer Service Representative with 17+ years of customer service experience and over 3 years of specialized contact center experience supporting high-volume inbound call environments. Proven ability to review, analyze, and process sensitive information, multitask across multiple databases, and communicate clearly with diverse populations. Experienced with telephony systems, CRM platforms (Salesforce), Microsoft Office Suite, and real-time documentation. Demonstrated ability to work independently in remote environments while maintaining professionalism, confidentiality, and accuracy in mission-critical operations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Material Handler Supervisor
Jabil/Nypro
12.2023 - 04.2024
- Supervised daily material handling operations, ensuring compliance with safety protocols and operational standards.
- Coordinated workflow among team members to enhance productivity and reduce bottlenecks in material movement.
- Trained and mentored new employees on equipment usage, safety practices, and standard operating procedures.
- Implemented process improvements that increased efficiency in inventory management and material distribution.
- Reviewed documentation for accuracy and compliance with internal procedures.
- Entered and verified data across internal systems while coordinating schedules.
- Demonstrated strong attention to detail, multitasking, and process adherence.
Level 1 Security Officer
Allied Universal Security
10.2022 - 12.2023
- Observed, documented, and reported incidents involving sensitive and time-critical information.
- Communicated effectively with supervisors, employees, and the public from diverse backgrounds.
- Followed strict procedures, protocols, and reporting requirements with accuracy and discretion.
- Maintained situational awareness and professionalism in high-pressure environments.
- Monitored premises to ensure safety and security of staff and visitors.
- Responded swiftly to incidents, maintaining calm and managing emergency situations effectively.
- Conducted regular patrols, identifying potential hazards and reporting concerns promptly.
- Implemented access control measures, ensuring only authorized personnel entered restricted areas.
Benefits Value Advisor
Blue Cross Blue Shield of New Mexico
10.2019 - 10.2022
- Handled high-volume inbound calls assisting members nationwide with complex and sensitive inquiries.
- Reviewed, analyzed, and processed information across multiple databases simultaneously while on live calls.
- Utilized Salesforce CRM, Microsoft Office, and proprietary systems to document interactions accurately in real time.
- Conducted detailed research and data analysis to resolve claims, eligibility, and benefits issues.
- Communicated complex scenarios clearly and professionally to members, providers, and internal stakeholders.
- Maintained strict confidentiality while handling sensitive personal and financial information.
- Demonstrated the ability to work independently in a remote environment while meeting productivity and quality standards.
Education
Bachelor of Science - Clinical Psychology
Capella University
Minneapolis, MN05-2026
Skills
- Report analysis
- Production goal accomplishment
- Inventory documentation
- Positive attitude
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Loading and unloading
- Reliability
- Excellent communication
- Critical thinking
- Computer skills
- Clear communication
- Email and phone communication
- Organizational skills
- Team collaboration
- Team leadership
- Machine operation
- Active listening
- Effective communication
- Adaptability and flexibility
- Material handling and moving
- Decision-making
- Warehouse operations
- Problem resolution
- Materials handling
- Relationship building
- Customer relations
- Safety procedures
- Operational efficiency
- Employee supervision
- Team management
- Team building
- Labor management
- Forklift operation
- Task prioritization
- Work Planning and Prioritization
- Employee motivation
- Self motivation
- Interpersonal skills
- Analytical thinking
- Conflict resolution
- Professionalism
- Mentoring and training
- Interpersonal communication
- Basic mathematics
- Task delegation
- Quality control
- Complex Problem-solving
- Strategic planning
- Staff training
- MS office
- Record keeping
- Staff supervision
- Time management abilities
- Continuous improvement
- Adaptability
- Inventory management
Accomplishments
- Employee of the month award 3x in a row at BCBS for Commendable Customer Service
- Achieved the highest CSAT+NPR
- Received 3 annual bonuses for excellent Metrics
- Received Rewards from company for perfect attendance record during training (4 months), Nesting (3 months) consecutively
- High School Diploma
Certification
- Guard Card
- AED Certification
- Forklift Certification
Languages
English
Native or Bilingual
Thai
Native or Bilingual
Timeline
Material Handler Supervisor
Jabil/Nypro
12.2023 - 04.2024
Level 1 Security Officer
Allied Universal Security
10.2022 - 12.2023
Benefits Value Advisor
Blue Cross Blue Shield of New Mexico
10.2019 - 10.2022
Bachelor of Science - Clinical Psychology
Capella University