Summary
Overview
Work History
Education
Skills
Timeline
Generic

Stephany Balboa

San Antonio,TX

Summary

Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

15
15
years of professional experience

Work History

Customer Service Representative Sr

OptumRx
10.2022 - Current
  • Resolved customer service issues using company processes and policies and provided updates to customers.
  • Informed customers of medication, price and policy changes to educate on issues and resolve concerns.
  • Processed, scheduled and executed customer orders for new and established customers.
  • Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Informed customers of product, price and policy changes to educate on issues and resolve concerns.
  • Leveraged consistent, successful strategies to meet and exceed performance goals.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted available products and services to customers during service, account management, and order calls.

Supervisor of Operations

Flagstop Enterprises
03.2013 - 04.2020
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Delegated high volumes of work to empower team, build trust and assist with professional development.
  • Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Achieved results by working with staff to meet established targets.
  • Maintained compliance with company policies, objectives and communication goals.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Conducted employee evaluations to provide feedback and set expectations for future job performance.
  • Led improvement initiatives to advance operational efficiencies and increase revenue.
  • Reviewed operations reports to understand numbers and trends.

Customer Service Associate

Ross
01.2009 - 07.2010
  • Developed and actualized customer service initiatives to decrease wait times.
  • Demonstrated items to customers and created customer awareness, interest and sales.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Developed community reputation through commitment to customer satisfaction and strong client relationships.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Delivered prompt service to prioritize customer needs.

Education

Business Administration And Management

Northwest Vista College
San Antonio, TX
03-2012

Skills

  • Risk analysis and management
  • Cost reduction strategies
  • Scheduling
  • Data Entry
  • Complaint Resolution
  • Order Processing
  • Professional Telephone Demeanor
  • Data Collection
  • Documentation
  • Order Fulfillment
  • Client Relations
  • Coordination
  • Customer Service
  • Computer Proficiency
  • Reliable and Responsible

Timeline

Customer Service Representative Sr

OptumRx
10.2022 - Current

Supervisor of Operations

Flagstop Enterprises
03.2013 - 04.2020

Customer Service Associate

Ross
01.2009 - 07.2010

Business Administration And Management

Northwest Vista College
Stephany Balboa