Roxana Ray
Corona,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Provide expertise and customer service support to members, customers, and / or providers Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships..
Overview
14
14
years of professional experience
Work History
Senior Customer Service Representative
Optumrx
10.2019 - Current
- Delivering exceptional customer service during high-volume periods, maintaining composure under pressure while managing multiple tasks simultaneously.
- Provide proactive solutions for common customer inquiries, leading to increased satisfaction ratings.
- Guide and educate callers on their prescription benefits, use of plan, formulary, premiums and status of orders and claims or inquiries
- Identify issues and communicate solutions and steps to customers, pharmacies and physicians with prescription orders and reorders.
- Act as an efficient liaison for the member and effectively documents 100% of their communication in the service module achieving a clear link between subject line, category, sub – category and free text
- Complete special assignments in an accurate and efficient manner with little intervention from management
- Train and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Certified Poet / SME
Regional Support Center Rep 2
Charter Communications - Spectrum
05.2017 - 08.2019
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
- Supported Field Service Technician's with job assignment, technician tracking, and job rescheduling while performing in a multi-tasking, fast-paced environment.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Ensured billing accuracy by verifying services installed are reflective of the services on the account, along with the appropriate one time charges being added to the account.
- Assisted with monitoring real-time performance and proactive management of on arrival jeopardy alerts.
- Managed high levels of call flow and responded to technical support needs.
- Mentored junior staff members, providing guidance on best practices for efficient task completion and excellent customer service.
Security Officer, Lobby Ambassador, Shuttle Driver
Securitas - Gulfstream Aerospace
01.2012 - 04.2017
- Patrolled premises to prevent and detect any signs of intrusion, monitor and authorize entrance and departure of employees, visitors, and other persons to guard against theft, write reports of daily activities and unusual occurrences.
- Performed front desk duties, answer a multi-line telephone, transferring calls, use of copy machine , scan and fax purposes.
- Created Visitor Access badges, new employee access badges, and monitoring in and outbound traffic.
- Access control to ensure no unauthorized individuals gain access to the property.
- Drafted reports of property damage, theft, accidents and unusual occurrences to document daily activities and irregularities.
- Checked and verified photo identification prior to granting facility access.
- Transported hazardous materials and oversized shipments without incident.
Sales Associate
Macy, s
01.2011 - 01.2012
- Maintained organized, presentable merchandise.
- Increased sales by 10%
- Engaged with customers to effectively build rapport and lasting relationships.
- Prepared merchandise for sales floor by pricing or tagging.
- Provided positive first impressions to welcome existing, new and potential customers.
File Clerk
Bird Barrier
01.2010 - 01.2012
- Examined, categorized and sorted incoming documents.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
Education
Associates Degree - General Studies
El Camino Community College
Compton, Ca2015
High School Diploma -
Somerset High School
Bellflower, CA2007
Skills
- Strong Organizational Skills
- Highly Efficient and Productive
- Issue and Complaint Resolution
- Confidentiality and Data Protection
- Multi-Line Telephone Systems
- Teamwork and Collaboration
- Adaptability and Flexibility
- Customer Service
Timeline
Senior Customer Service Representative
Optumrx
10.2019 - Current
Regional Support Center Rep 2
Charter Communications - Spectrum
05.2017 - 08.2019
Security Officer, Lobby Ambassador, Shuttle Driver
Securitas - Gulfstream Aerospace
01.2012 - 04.2017
Sales Associate
Macy, s
01.2011 - 01.2012
File Clerk
Bird Barrier
01.2010 - 01.2012
Associates Degree - General Studies
El Camino Community College
High School Diploma -
Somerset High School
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