Shem Sandoval
Casper,WY
Summary
Personable and dedicated Customer Service Representative with extensive experience in call centers and office work from home industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
Work History
Member Service Representative
Concentrix
08.2021 - 10.2023
- Greeted members on the phone in a friendly and professional manner.
- Provided support to members regarding claim inquiries, processing premium payments, and resolving issues.
- Assisted with the claims adjustments, appeals, and grievances all information on health plans.
- Answered incoming calls regarding membership benefits and services.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Attended training sessions regularly to stay abreast of changes in company policies or procedures.
- Enhanced member relationships by providing excellent service during each interaction.
Team Lead/Supervisor
Sams Club
03.2019 - 07.2021
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Conducted thorough employee evaluations to identify areas for growth and development, leading to more skilled workforce.
Senior Onsite Specialist
Ricoh USA
01.2017 - 03.2019
- Provided excellent customer service by effectively communicating with doctors, nurses, office staff in hospital departments.
- Operated high volume duplicate equipment, performed copying tasks, sorts distributes and handles incoming and outgoing mail/faxes.
- Provided copier maintenance and or/repair of customer site equipment printers, photocopiers, fax machines, offers software as a service.
- Call center representative, receptionist duties, maintain daily meters and service logs.
- Documented and tracked status of inquiries to coordinate appropriate responses and followed-up to verify client satisfaction.
Customer Service Representative
Continuum
10.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
Education
High School Diploma -
Casper College
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Customer Relationship Management (CRM)
- Complaint Handling
Timeline
Customer Service Representative
Continuum
10.2023 - Current
Member Service Representative
Concentrix
08.2021 - 10.2023
Team Lead/Supervisor
Sams Club
03.2019 - 07.2021
Senior Onsite Specialist
Ricoh USA
01.2017 - 03.2019
High School Diploma -
Casper College