SHEENA VIGIL

Assist customers over the phone with applying for Connect for Health Colorado benefits, both over the phone and on the website. Explaining health coverage results and assisting with insurance plan selections. Go over premium tax credits, cost-sharing reductions, Medicaid/CHP+ screening, and state financial subsidies. Answering questions about Open Enrollment, help with renewals, who Connect for Health Colorado is, and deadlines. Assisting customers with creating online accounts, submitting documentation, and changes in household circumstances. I also troubleshoot issues for locked accounts, application errors, and missing documentation.

• Managed customer accounts, ensuring accurate data entry and updates in D365, Slack, Microsoft Outlook and Internal systems.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Investigated and resolved customer inquiries and complaints quickly.

Act as a trusted advisor during escalated or high-impact situations. I handled trust and safety cases including property damage, unauthorized parties, neighbor complaints, guest misconduct, fraud, and safety concerns. Conduct thorough investigations using internal tools, documentation, and third-party data. Make timely, well-reasoned decisions aligned with Evolve policies and legal considerations Accurately document case findings, actions, and outcomes. Partner with Customer Support, Legal, Risk, and Operations teams to resolve complex cases.

• Utilized Slack, CRM, Smart Rates, Stripe, Outlook, and Gladly
• Answered 30+ calls daily
• Attained high score cards

As an AT&T Representative I served as a front-line brand ambassador, delivering exceptional customer service while helping customers understand, purchase, and support AT&T products and services. The main focus was on building customer relationships, resolving issues, and driving sales through knowledgeable, consultative interactions. Assist customers with account inquiries, billing questions, service issues, and technical troubleshooting
Resolve customer concerns efficiently while maintaining a positive and professional experience. I educated customers on account features, policies, and service options.

• Utilized Salesforce, Opus, Telegence, Clarify, CRM
• Maintained High Score cards which put me in At&t Directors Club
• Assisted with Floor Support
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

As a Pharmacy Technician Trainee I maintained clean, organized pharmacy shelving and work areas in compliance with safety and regulatory standards. Managed medication inventory by rotating stock, removing expired or damaged products, and resolving discrepancies in drug counts. Created and updated customer profiles, including demographics, allergies, and medication histories, within pharmacy computer systems. Filled and processed prescriptions under pharmacist supervision, ensuring accuracy and timely patient care. Interpreted and processed medication orders in accordance with pharmacy regulations and procedures. Received, verified, and logged daily drug shipments; reported discrepancies and maintained accurate inventory records. Contacted insurance providers to verify patient eligibility and coverage. I processed cash register transactions for new and refill prescriptions accurately and efficiently. Adhered to HIPAA, workplace safety regulations, and customer confidentiality standards. Transmitted prescription claims to insurance companies, reconciled explanations of benefits (EOBs), and resolved billing issues.

• Assisted the head pharmacist in filling and dispensing over 200 prescriptions per day
• Received multiple excellent surveys
• Helped lead Red Dot

As an AT&T Representative I served as a front-line brand ambassador, delivering exceptional customer service while helping customers understand, purchase, and support AT&T products and services. The main focus was on building customer relationships, resolving issues, and driving sales through knowledgeable, consultative interactions. Assist customers with account inquiries, billing questions, service issues, and technical troubleshooting
Resolve customer concerns efficiently while maintaining a positive and professional experience. I educated customers on account features, policies, and service options.

• Utilized Salesforce, Opus, Telegence, Clarify, CRM
• Maintained High Score cards which put me in At&t Directors Club
• Assisted with Floor Support
• Increased client loyalty through exceptional customer service and personalized consultations.

As a Cricket Employee I delivered exceptional customer service by assisting customers with wireless plans, devices, and account needs. Processed activation's, upgrades, payments, and returns while accurately managing cash transactions. Sold smartphones and accessories to meet store sales goals, maintained an organized retail environment, and resolved customer issues promptly to ensure satisfaction. Followed company policies and procedures to protect customer data and uphold brand standards.

• Top Seller of the month multiple times
• Utilized Point of Sale, CRM, Cricket Training Portal

Provided exceptional customer service and support to timeshare owners and guests, assisting with vacation planning, reservations, and account inquiries. Managed and processed bookings, cancellations, and exchanges while ensuring accuracy and compliance with company policies. Resolved customer concerns and complaints promptly, delivering solutions that maximized satisfaction and maintained long-term relationships. Educated owners on timeshare benefits, promotions, and travel options, supporting sales initiatives and loyalty programs. Utilized reservation and account management systems to update customer information, track requests, and document interactions. Maintained knowledge of RCI policies, partner resorts, and travel procedures to provide informed guidance.

• Received Excellence Certificates
• Manager Acknowledgement

Served as a front-line representative for customers responding to televised infomercial promotions, providing product information, answering inquiries, and guiding customers through purchase and order processes. Handled high-volume inbound calls, processed orders accurately, and ensured timely resolution of customer concerns. Maintained detailed records of interactions, transactions, and follow-ups using internal CRM and order management systems. Delivered exceptional customer service by addressing complaints, clarifying product features, and providing guidance to maximize customer satisfaction. Collaborated with team members to meet sales goals, quality standards, and call-center performance metrics.

Performed accurate and efficient data entry of customer information, transactions, and service records into company databases and CRM systems for Comcast. Verified and updated records for accuracy, resolving discrepancies and ensuring data integrity. Supported call center operations by processing incoming forms, applications, and documentation in a timely manner. Maintained confidentiality of sensitive customer information while adhering to company policies and compliance guidelines. Assisted team members with reporting, record-keeping, and workflow organization to ensure smooth operational efficiency.

• Promoted from Sales to Data Entry
• Maintained High Sales

Provided compassionate support and guidance to patients regarding prescription benefits, medication adherence, and insurance coverage. Assisted patients with prescription processing, prior authorizations, and resolving pharmacy-related issues while ensuring compliance with company policies and regulatory requirements. Educated patients on medication usage, cost-saving options, and plan benefits to improve healthcare outcomes. Managed high-volume inbound calls, documented interactions in internal systems, and coordinated with pharmacies, providers, and insurance companies to resolve issues promptly. Delivered exceptional customer service while maintaining confidentiality and adhering to HIPAA and other compliance standards.

• Used PBM, CRM, EHR, and insurance verification systems to process claims, manage patient records, verify benefits, and resolve prescription issues while ensuring compliance and delivering excellent patient support
• Coordinated referrals to specialists, facilitating seamless continuity of care for patients with complex needs.