Wilmarie Melendez Pagan
Dundalk
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to customers. Comfortable working in a fast-paced environment, attending to customer service needs, including incoming calls, application questions, complaints, and escalated case resolution.
Overview
7
7
years of professional experience
Work History
Tier 2 Bilingual Customer Service Representative
Maximus
05.2022 - Current
- Worked closely with supervisor, coordinating, assigning, and completing daily, weekly, and monthly goals
- Ensure employees follow the company policy and take their breaks/meals on time
- Assist with escalations issues, vetting, and resolving consumer cases
- Work with other departments to identify customer needs and develop solutions
- Monitored team performance metrics to ensure the average handle time, quality, and customer service are met
- Monitor the Dashboard to ensure Service level goals are being met
- Coach customer service staff on work procedures, including but not limited to proper call handling and maintaining call quality standards
- Provide constructive feedback and positive reinforcement to drive performance
- Make outbound calls, take inbound calls, and work with consumers' inquiries
- Conduct call evaluations to ensure the quality of the agent's performance
- Prepare weekly emails with coaching tips and metrics
- Verify the agents' timesheets payroll hours weekly
- Analyzed the individual performance of each team member weekly and trained individually to perform even better
- Monitored and reported supervisor calls and complaints
- Coach agents to follow company procedures by reading the scripts, using the tools, and improving their performance
- Demonstrate teamwork by supporting and assisting other Team leaders as necessary
- Maintain control of customer calls
- Communicate and transfer knowledge to staff
- Work closely with consumer inquiries by following their case until the issue is resolved
- Create an IT ticket for troubleshooting purposes
- Report system issues to upper management to find solutions.
Team Leader/customer Service Representative
Maximus- Aerotek
05.2020 - 05.2022
- Provide assistance/support to team members
- Review staff escalation cases and provided case approvals
- Monitoring the performance and provided feedback and coaching of staff to improve performance
- Demonstrated an advanced ability to problem solve, maintain professionalism and call control with all customer concerns or issues
- Address customer services in timely and accurate manner
- Assisted customers with questions regarding health coverage status.
Customer Service Representative
Comfort Care Medical Equipment
11.2018 - 03.2021
- Responding patient's enquiries, in person or via telephone and email - always in a professional & efficient manner
- Processing orders, forms and request information
- Maintaining up to date paper and computer based files and administrative systems
- Promoting the company's products and service to customers
- Contact patients, insureds representative or provider to follow up on information needed to process the order inquiry.
Bilingual Customer Service Representative
One personnel Ezpass MD
08.2017 - 06.2018
- Worked in a fast paced, heavy volume inbound call center servicing customer calls to the state funded programs
- Address customer services in a timely and accurate manner
- Assisted customers with questions regarding account maintenance, violations tolls and billing inquires.
Education
Medical Billing And Coding - Medical Insurance Billing
University of Puerto Rico - Cayey
Cayey, PR09.2010
GED -
Miguel Melendez Munoz - Puerto Rico
05.2008
Skills
- Reliable Team player
- Customer Service Quick learner
- Detail Focused
- Bilingual Inbound & Outbound call handling
- Problem-Solving
- Customer Support
- Process improvement
- Teamwork
- Coaching and Training
- Problem Solving and Critical Thinking
- Strategic planning
- Active listening
- Coaching and Mentoring
- Computer skills
- Fluent Bilingualism
Timeline
Tier 2 Bilingual Customer Service Representative
Maximus
05.2022 - Current
Team Leader/customer Service Representative
Maximus- Aerotek
05.2020 - 05.2022
Customer Service Representative
Comfort Care Medical Equipment
11.2018 - 03.2021
Bilingual Customer Service Representative
One personnel Ezpass MD
08.2017 - 06.2018
Medical Billing And Coding - Medical Insurance Billing
University of Puerto Rico - Cayey
GED -
Miguel Melendez Munoz - Puerto Rico
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