SUSANA C CEPERO HERNANDEZ
Lexington,KY
Summary
Dynamic Customer Service Representative with a proven track record at OptumRx, recognized for exceeding performance metrics and enhancing customer satisfaction. Skilled in problem resolution and active listening, I foster strong client relationships and effectively train new staff, contributing to a collaborative team environment and improved service delivery.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
OptumRx
Jeffersonville, IN
04.2014 - 08.2025
- Assisted customers with inquiries, providing timely and accurate information.
- Utilized customer support software to log interactions and track issues.
- Resolved customer complaints effectively, ensuring satisfaction and retention.
- Collaborated with team members to enhance service delivery processes.
- Learned product knowledge to address customer needs confidently.
- Supported onboarding of new team members through training sessions.
- Engaged in continuous learning to improve communication and problem-solving skills.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Education
Associate of Science - NURSING
UOFL
Louisville, KYSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Microsoft outlook
- Product knowledge
- Order processing
- Microsoft PowerPoint
- Staff training
- Sales expertise
- Research
- Spreadsheets
- Staff education and training
- Delivery scheduling
- Call triaging
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
OptumRx
04.2014 - 08.2025
Associate of Science - NURSING
UOFL