Call Center Customer Service
Resume:
DEBRA BERNAL
FAIRVIEW TX 75069
*********@*****.***
Professional personality with excellent experience of success in customer services and call center experience. Trained in client retention and people skills to have a work environment, organization and have prioritized skills. Work well under pressure from deadlines and exceeding expectations from companies and clients. Ability to manage multi-screen, software, large inbound call volume, identify customers’ needs to get the job done. Worked for the past 5 year’s remote/work from home experience.
PROFESSIONAL EXPERIENCE
NEW YORK LIFE GROUP BENEFIT SOLUTIONS (CIGNA)/UNIVERSAL AGENT/REMOTE
MARCH 2023 – JUNE 2024
Managing inbound called for Short Term Disability, FMLA, Paid Family Leave, Child Bonding, and
Parental Leave. Process FMLA and Paid Family Leave, FMLA and renews. Assisting the customer with
questions on leave as far as time left, payment, forms, renewal, and medical records. Providing any
information that Claim Manager or Leave Manger may need on leave or claim on the call.
CIGNA/CUSTOMER ADVOCATE/STD (SHORT TERM DISABILITY DEPT)/REMOTE
AUGUST 2017 – MARCH 2023
Inbound call center handling over 35-50 calls a day. Assisting customer with their Short-Term disability claim from providing coverage, taking updated information for the Claim Mangers, as well as providing update information on the claim. Customer Advocate also assists the customer with processing extension on the claim, Return to Work also updating the claim for the Claim Manager. Customer Advocate for processing a lot of the customer information for the Claim Manager when the customer is not able to contact the Claims Manager, but also a learning experience.
NRG-GREEN MOUNTAIN ENERGY/SMALL BUSINESS/REPRESENTATIVE I
JANUARY 2017 – MAY 2017 (contract job)
Assisting with small business accounts updating information, adding new locations, cancelling
service, processing payment reconnecting services. Managing an average of forty calls per day. Working with emails from customers requesting updated information or sending information on their commercial account.
AMBIT ENERGY/QUALITY ASSURANCE ASSOCIATE
OCTOBER 2014 - AUGUST 2016
Grading the agents’ calls to make sure they are following the call follow, giving the customer the correct information, processing services orders correctly, payment plans. Making sure they call is being open with the correct opening and closing greeting. Providing excellent customer service on every call.
AMBIT ENERGY/SENIOR AGENT/TEAM LEAD - OCTOBER 2013 - OCTOBER 2014
AMBIT ENERGY/CUSTOMER CARE AGENT - DECEMBER 2012 - OCTOBER 2013
EXPERIENCE: MICROSOFT WORD POWERPOINT SHAREPOINT TEAMS OUTLOOK
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