Valencia Vincent
Sacramento,California
Summary
Accommodating, friendly and focused. Able and eager to perform a wide range of customer service functions and administrative duties. Excellent communication skills. Qualified to operate a wide range of office equipment. Proficient with Microsoft Outlook, Word and Excel. Accustomed to completing assignments independently and on schedule. The judgment and initiative to make correct and timely decisions. Self-motivated, great organizational skills. Conscientious, dependable and punctual.
Overview
23
23
years of professional experience
Work History
Customer service help desk representative
Elixir Insurance
El Dorado Hills, California
11.2016 - Current
- Answer high volume inbound calls in a call center setting and remote.
- Resolve pharmacy issues from members, providers and pharmacies; determine the cause of the issue; select and explain the best solution to solve the issue; expedite correction or adjustment; follow up to ensure resolution.
- Handle phone calls and correspondence regarding new patient enrollment, insurance verification, medication refill and delivery scheduling.
- Place outgoing phone calls to patients, doctors and insurance companies.
- Document all call information according to standard operating procedures.
- Respond to routine inquiries on multiple products from members, providers, pharmacies, and employer group.
- Research required information using available resources.
- Enter data accurately and timely.
- Utilize multiple company database programs for accessing member information.
- Achieved individual performance goals for productivity and quality.
- Maintain confidentiality of patient and proprietary information.
Customer Service Representative
Pick N’ Pull
Sacramento, California
05.2010 - 05.2016
- Handled incoming calls in a high-volume call center.
- Customized order intake process to meet customer specific ordering needs and dispatch orders.
- Provided product information.
- Input customer information into computer.
- Performs performance metrics for high level data entry including quality, production and average turn-around time.
- Expedite, research and resolve complex issues.
Lead Cashier
Kohl’s Department Store
Sacramento, California
10.2009 - 04.2010
- Operate register, handle payment transaction.
- Open and process new credit card accounts.
- Train and supervise new employees.
- Assist customers in locating various items in the multiple departments.
- Also restock store when needed.
Cashier / Return Counter Specialist
Home Depot
Sacramento, California
01.2006 - 08.2008
- Communicate with customers daily to maintain and encourage customer loyalty through the courteous and efficient resolution of disputes, complaints, and discrepancies.
- Answer inbound sale calls for special order purchases and input into computer.
- Handle returns and exchanges of defective product.
- Operate cash registers and other computer input.
- Assist customers in locating specific product in store and restock merchandise as needed.
Cashier
Foodmax, Inc.
Antelope, California
04.2004 - 12.2005
- Handled cash, credit and check transactions.
- Balanced register daily.
- Some clerical duties as needed such as, answering incoming calls and filing.
- Trained and supervised new employees.
Loan Processor
Kelly Services
Rancho Cordova, California
10.2003 - 12.2003
- Designed, implemented and monitored audit programs targeting accounts with large variances.
- Help develop annual strategy for loan marketing activity.
- Preparing documents for loan processing.
- Filing, copying and scanning documents into database.
- Trained and supervised new employees.
Education
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Oakland Technical High
Oakland, CaliforniaSkills
Call center experience
Customer focus
Complaint handling
Cross-functional support
Empathy display
Software navigation
Patience maintenance
Customer service
Active listening
Verbal and written communication
Decision-making
Remote support
Ticket management
Software installation
Data entry
Service support
Windows 10
Appointment scheduling
Microsoft outlook
Security protocols
Complaint resolution
Application support
User support
Hardware diagnostics
Call center operations
Customer success management
System diagnostics
Staff education and training
Account updating
Information protection
Issue escalation
System administration
Script adherence
Section name
Excellent references upon request.
Timeline
Customer service help desk representative
Elixir Insurance
11.2016 - Current
Customer Service Representative
Pick N’ Pull
05.2010 - 05.2016
Lead Cashier
Kohl’s Department Store
10.2009 - 04.2010
Cashier / Return Counter Specialist
Home Depot
01.2006 - 08.2008
Cashier
Foodmax, Inc.
04.2004 - 12.2005
Loan Processor
Kelly Services
10.2003 - 12.2003
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Oakland Technical High