Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Languages
Timeline
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Rosanna Cervantes

Garden Grove,CA

Summary

Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities. Skilled in problem solving and communication in Management settings. Adaptable and driven with strong work ethic and motivation to thrive in team-based or individually motivated settings.

Overview

8
8
years of professional experience

Work History

Customer Service Representative

Aetna
San Antonio, TX
09.2022 - Current
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance.
  • Helped manage different teams through out chat
  • Conduct meetings and send follow up emails
  • Prepare/ deliver trainings for representatives
  • Prepared presentations/ training for colleagues with ongoing topics that are changing
  • Claims work
  • Medicare experienced
  • Self managed person and willing to take responsibility

Intern

Latino Health Access
Santa Ana, California
01.2022 - 05.2022
  • Greeted and registered clients upon arrival at the food bank.
  • Helped maintain accurate records of client visits and donations received.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Gathered customer feedback through surveys and used the data to improve customer service.
  • Facilitated volunteer orientations for new members of the team.

Farmer's Market Vendor

Berumen Farms
Garden Grove, CA
01.2016 - 04.2020
  • Priced produce to achieve margin and sales goals while maintaining competitive pricing profile
  • Met and exceeded sales goals through consultative sales techniques and closing abilities
  • Educated customers on product functionality through live demonstrations
  • Organized and loaded product shipments and boxes
  • Sold products and developed new connections through [Action]
  • Sold various products by explaining unique features and educating customers on proper application
  • Built trusting relationships with customers by making personal connections
  • Helped average of [Number] customers per day by responding to inquiries and locating products
  • Willing to work under pressure
  • Written and oral communication skills.

Education

Bachelor of Science -

California State University - Dominguez Hills
05.2022

High School Diploma -

Santiago High School
06.2017

Skills

  • Account updating
  • Inbound and Outbound Calling
  • Information Security
  • Data Entry
  • Microsoft Outlook
  • Product demonstrations
  • Friendly and personable
  • Skilled working with [Population]
  • Project planning
  • Organizational skills
  • Supervision
  • Multitasking
  • Relationship building
  • Customer service
  • Reliable and punctual
  • Able to work in fast paced environments
  • Problem solving and Critical Thinking
  • Communication
  • Call Management

Accomplishments

  • Consistently maintained high customer satisfaction ratings.
  • Creative Problem Solving: -
  • Achieved recognition by management for friendly and responsive service.
  • Maintained a 4.0 when earning Bachelors Degree

Languages

  • English, Professional
  • Spanish, Professional

Languages

Spanish
Native/ Bilingual

Timeline

Customer Service Representative

Aetna
09.2022 - Current

Intern

Latino Health Access
01.2022 - 05.2022

Farmer's Market Vendor

Berumen Farms
01.2016 - 04.2020

Bachelor of Science -

California State University - Dominguez Hills

High School Diploma -

Santiago High School

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Rosanna Cervantes