Sharmaine Aranda
Call Center Agent Alorica Bank of America
Albuquerque,NM
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
Call Center Customer Service Representative
Alorica Bank Of America
07.2022 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Escalations Resolved customers issues in fast but efficient manner.
- Addressed escalated customer service issues sent from sales and service teams to save customer relationships.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Delivered prompt service to prioritize customer needs.
Referral Specialist
First Choice Community Healthcare
01.2022 - 07.2022
- Worked with various health insurance companies to obtain prior authorization for various procedures.
- Scheduled appointments with specialists on behalf of clients.
- Verified insurance benefits and eligibility for various procedures before referring clients.
- Built professional relationships with service providers.
- Followed up with clients and specialists to inquire about experience and collect reports.
- Notified and reminded clients of appointments.
- Partnered with other departments to provide top-notch service to clients.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Accurately completed insurance and Medicaid billing and OASIS documentation for patient visits.
- Scheduled appointments with specialists on behalf of clients
- Built professional relationships with service providers
Head Cook
Fastinos
11.2018 - 03.2020
- Inspected kitchens to observe food preparation quality and service, food appearance and cleanliness of production and service areas.
- Prevented cross-contamination from utensils, surfaces and pans when cooking and plating meals for food allergy sufferers.
- Maintained high food quality standards by checking delivery contents to verify product quality and quantity.
- Developed and cooked memorable dishes that brought new customers into establishment.
- Initiated training for new team members on culinary techniques to improve productivity and increase kitchen workflows.
Customer Service Associate Cashier
Murphy's USA Gas Station
07.2017 - 08.2018
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Replenished sales floor merchandise and organized shelves, racks and bins for optimal appearance.
- Restocked and organized merchandise in front lanes.
- Collected and authorized payments of guests.
- Answered questions about store policies and addressed customer concerns.
- Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
- Reconciled cash drawer at start and end of each shift, accounting for errors and resolving discrepancies.
- Mentored new team members on POS system operation, customer service strategies and sales goals.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Completed inventory counts and ordered merchandise.
- Checked identification for proof-of-age for alcohol and tobacco sales.
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Used POS system to enter orders, process payments and issue receipts.
- Set up new sales displays each quarter.
- Conducted inventory counts by adding each item in stock and documenting all inventory.
- Developed and actualized customer service initiatives to decrease wait times
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
General Manager
Circle K Gas Station
03.2015 - 09.2017
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Developed and maintained relationships with customers and suppliers through account development.
- Maximized efficiency by coaching and mentoring personnel on management principles, industry practices, company procedures and technology systems.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Reduced costs, managed delivery schedules and performed risk analysis to improve overall profitability.
- Assessed reports to evaluate performance, develop targeted
- Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Designed modern employee recognition program which boosted productivity and improved morale.
- Used POS system to help customers with debit and credit card sales.
- Clean and maintained store.
- Stocked and ordered for store.
- Checked identification for proof-of-age for alcohol and tobacco sales.
Medical Administrative Assistant
Albuquerque Surgery Center
07.2009 - 12.2012
- Organized paperwork such as charts and reports for office and patient needs.
- Scheduled patient appointments and placed reminder calls to deliver exceptional customer experience.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Supported office staff and operational requirements with administrative tasks.
- Conducted insurance verification and preauthorization and managed patient charts.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Maintained current and accurate medical records for patients.
- Located, checked in and pulled medical records for patient appointments and incomplete charts.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Coordinated customer service, patient scheduling and billing.
- Called patients to confirm scheduled appointments day in advance.
- Converted paper charts into digital files and uploaded to EMR system.
- Developed and managed accurate and confidential patient records.
- Provided educational documents and pamphlets to patients.
- Organized patient files and streamlined operations to improve efficiency.
- Communicated with patients regarding payments on outstanding accounts.
- Prepared and maintained accurate digital health records for patients.
- Supported providers in outpatient medical office through coordinating administrative operations.
- Established relationships with Medicare, Medicaid and private insurance providers to resolve billing issues effectively.
- Completed and filed financial documentation for accounting purposes.
- Advocated for patients through conversations with insurance representatives.
- Facilitated organized record retrieval and access by maintaining filing system for both in-house and discharged residents.
- Contacted patients regarding unpaid and underpaid accounts to resolve issues.
- Scheduled surgeries for multiple surgeons and booked operating rooms.
- Managed financial documentations such as expense reports and invoices.
- Audited customer files to verify medical necessity and satisfaction of coverage criteria.
- Researched medical and legal issues to support ongoing cases regarding personal injury and workman's compensation.
- HIPPA Privacy practices and Regulations.
Assistant Manager
Circuit City Stores
02.2007 - 10.2009
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
- Completed regular inventory counts to verify stock levels, address discrepancies and forecast future needs.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
- Assessed job applications and made hiring recommendations to bring in top candidates for key vacancies.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Established and optimized schedules to keep coverage and service in line with forecasted demands.
- Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products.
- Increased sales revenues by promoting complementary products and educating customers about store promotions.
- Created organization systems for inventory control, merchandising, financial reports and schedules, dramatically increasing operational efficiency.
- Reviewed sales and gross profit reports to determine options for increasing market growth.
- Reduced financial discrepancies by monitoring credit card sales and deposits.
Senior Beauty Advisor
Walgreen's Pharmacy
10.2004 - 09.2007
- Helped customers feel relaxed and comfortable through conversation and personal relatability.
- Processed product purchases and payments, coordinating packaging, inventory management and varying customer requests simultaneously.
- Arranged merchandise to present visually appealing displays and attract clientele.
- Maintained counter and display areas for cleanliness and organization.
- Promoted additional products and services to increase sales numbers and revenue with diverse selection.
- Met sales goals, supporting organizational health through consistent and reliable service.
- Analyzed customer skin to assess conditions and skin type and suggest products and treatments.
- Recommended specific hair and beauty products to meet individual customer needs.
- Demonstrated cosmetic application best practices to achieve desired styles.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Completed individualized assessments and gave advice to customers related to skin and haircare needs.
- Properly promoted new beauty items to all clients through professional tutorials.
- Ordered new products and stocked shelves and display counters.
- Gave product demonstrations for customers on various products.
- Kept work areas, tools and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment.
- Processed payments, entering sales in register for prompt customer service.
- Scheduled customer appointments and rearranged individual time slots to meet demand.
- Helped clients achieve desired looks for daily wear and special events by designing makeup strategies for each scenario.
- Suggested treatments and styles to suit customer appearance and fashion choices.
- Recorded notes for future reference about customer preferences and services delivered.
- Monitored current trends to understand fashions and better serve customer needs.
- Assessed customer hair texture, treatment history and desired outcome to determine services required.
Education
Medical Administrative Assistant Degree - Medical Administrative Assistant
Pima Medical Institute
Albuquerque, NM09.2009
Skills
- Customer Support
- Avaya, Microsoft office suite, Excel, Word, Outlook
- Escalations
- Customer Data Confidentiality
- Data Entry and Maintenance
- Customer Account Management
- Call Volume and Quality Metrics
- Computer Proficiency
- Billing Support
Timeline
Call Center Customer Service Representative
Alorica Bank Of America
07.2022 - Current
Referral Specialist
First Choice Community Healthcare
01.2022 - 07.2022
Head Cook
Fastinos
11.2018 - 03.2020
Customer Service Associate Cashier
Murphy's USA Gas Station
07.2017 - 08.2018
General Manager
Circle K Gas Station
03.2015 - 09.2017
Medical Administrative Assistant
Albuquerque Surgery Center
07.2009 - 12.2012
Assistant Manager
Circuit City Stores
02.2007 - 10.2009
Senior Beauty Advisor
Walgreen's Pharmacy
10.2004 - 09.2007
Medical Administrative Assistant Degree - Medical Administrative Assistant
Pima Medical Institute
Similar Profiles
Gizelle OlivaresGizelle Olivares
Contact Center Team Manager at Alorica - Bank of AmericaContact Center Team Manager at Alorica - Bank of America
Roberto BarrazaRoberto Barraza
Customer Service Representative at Alorica (Bank Of America)Customer Service Representative at Alorica (Bank Of America)
Babette ColbertBabette Colbert
Customer Service Representative at Alorica / Bank of AmericaCustomer Service Representative at Alorica / Bank of America