ROSEMARIE CARTAGENA
Bilingual Customer Service Representative
Macon,GA
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
21
21
years of professional experience
Work History
Software Support Representative
Drake Software
01.2025 - 05.2025
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
- Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Conducted thorough research on reported issues, identifying root causes and implementing effective fixes to prevent future problems.
CUSTOMER SERVICE REPRESENTATIVE
Wal-Mart
01.2024 - 01.2025
- Resolved customer complaints, issues by providing insightful solutions.
- Completed paperwork for phone orders and new service actions.
- Researched assistance requested and offered accurate information to resolve issues
- Locate and/ or offered products and services to meet customers' needs and goals.
- Handled customer inquiries and complaints, ensuring satisfaction with services provided.
- Managed office supply inventory, keeping track of needs and ordering supplies to avoid shortages.
- Process returns within company procedure policies to ensure customer satisfaction.
- Assisted team members in resolving complex issues with critical thinking and tactful communication.
Head Dishwasher
Ramah Darom (Seasonal Camp)
03.2023 - 11.2023
- Washed dishes, glassware, flatware, pots, and and or pans using dishwashers or by hand as needed
- Followed proper handling procedures for chemical cleaners to ensure safety at all times.
- Placed clean dishes, utensils, and cooking equipment in storage areas.
- Trained new employees on proper dishwashing procedures, ensuring consistent quality across the team.
- Contributed to a safe working environment by immediately addressing potential hazards such as broken glass or slippery floors.
- Assisted in food preparation tasks as needed, contributing to overall kitchen productivity.
PATIENT SERVICE REPRESENTATIVE
TELEMED
01.2017 - 01.2020
- Received over 100 calls incoming/outbound calls as the answering service call center representative.
- Reminded patients of appointments in advance and as needed as defined by department workflows.
- Checked voicemails throughout work day to return patient calls within set timeframes.
- Complied with all HIPAA regulations and organizational standards of patient confidentiality.
- Assisted patients with insurance verification, explaining coverage details and financial responsibility.
- Scheduled patient appointments and managed changes or cancellations efficiently.
- Obtained and entered demographic, clinical, and financial data into computer system.
- Preformed various administrative task using Microsoft Office Word,Excel and Outlook
PROPERTY MANAGEMENT ASSISTANT
CubeSmart
01.2014 - 01.2015
- Supervised on-site storage units, providing access, evictions and/ or auction.
- Coordinated maintenance and repair tasks to ensure properties remained in top condition.
- Executed cost-control measures to optimize operational efficiency and profitability.
- Ensured compliance with local, state, and federal housing/storage laws and regulations.
- Processed orders, collected payments, updated records, answered emails.
- Preformed various administrative task with Microsoft Office, Word,Excel,Outlook
CERTIFIED MEDICAL ASSISTANT
Atlanta Surgical Associates
01.2010 - 01.2012
- Interviewed patients to obtain medical information and document vital signs.
- Cleaned, prepared and maintained examination rooms and treatment areas.
- Administer medication/injections/vaccines/blood draw as requested by physicians
- Measured vital signs, such as blood pressure and temperature, at each patient visit.
- Respect and maintain OSHA and HIPPA standards in regards to patient records
- Manage Front Office Duties: schedule appointments, verify insurance, copayments.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
PHARMACY TECHNICIAN
Louis & Clark Pharmacy
01.2004 - 01.2005
- Manage all aspects of day-to-day operations in the pharmacy and store
- Successfully handled phone calls from physicians, pharmacist, and patients
- Updated/Verified patients records such as name, address, phone number
- Assisted pharmacist in filling medications in timely manner as needed.
Education
MANAGERS SERVSAFE -
National Restaurant Associations
05.2016
CULINARY ARTS CERTIFICATE - undefined
Levy Restaurant with Westside Works
05.2016
CMA/LICENSE -
National Health Association
Tucker, GA03.2014
CERTIFICATION - undefined
Pharmacy Technician
01.2004
HIGH SCHOOL DIPLOMA - undefined
Putnam Vocational H.S.
01.1998
Some College (No Degree) - Health Care Management
Gwinnett Technical College
Lawrenceville, GASkills
- 15 years Customer Service Oriented
- Bilingual (Spanish)
- Analytical thinking
- Time management
- Organizational
- Problem-solving
- Word, Excel,and Outlook
- Computer and Microsoft Office Skills
Timeline
Software Support Representative
Drake Software
01.2025 - 05.2025
CUSTOMER SERVICE REPRESENTATIVE
Wal-Mart
01.2024 - 01.2025
Head Dishwasher
Ramah Darom (Seasonal Camp)
03.2023 - 11.2023
PATIENT SERVICE REPRESENTATIVE
TELEMED
01.2017 - 01.2020
PROPERTY MANAGEMENT ASSISTANT
CubeSmart
01.2014 - 01.2015
CERTIFIED MEDICAL ASSISTANT
Atlanta Surgical Associates
01.2010 - 01.2012
PHARMACY TECHNICIAN
Louis & Clark Pharmacy
01.2004 - 01.2005
CULINARY ARTS CERTIFICATE - undefined
Levy Restaurant with Westside Works
CERTIFICATION - undefined
Pharmacy Technician
HIGH SCHOOL DIPLOMA - undefined
Putnam Vocational H.S.
Some College (No Degree) - Health Care Management
Gwinnett Technical College
MANAGERS SERVSAFE -
National Restaurant Associations
CMA/LICENSE -
National Health Association
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