Customer Service Representative

I worked closely with the President of the general contracting firm, (Waisman Construction, Inc.), specializing in Public Works Contracts as a full-time Office Assistant and Project Coordinator. I provided administrative, and project management support to ensure efficient operation of the company, both within the office and on the field. My day at the office in short consisted of managing our projects in multiple districts to ensure requirements were being met under the Public Works Agreement between the company, the city and the 3rd party contractor. I oversaw contracts, submittals, certified payroll records and reports within the field, as well as paper trail within the office for audits and records of completed and successful projects. I conducted meetings with the various project manager’s, vendors, contractors, and apprenticeship programs through out Central LA, Santa Monica, Ventura, and local SFV areas. Most importantly, I made sure I maintained not only a dependable and ethical image for the company, but also ensured that my communication and energy within the environment was uplifting and reassuring no matter the situation.

• Welcome visitors into the office

• Order supplies for the office and field team members as needed

• Coordinate/host virtual meetings with Public Works members and contractors

• Direct line for both Outbound and Inbound calls for the company

• New-hire processing and filing

• Provide/Create binders with preconstruction documents for Field Supervisors and Managers

• Receive, sort, scan, file and send corresponding mail/deliveries • Update and maintain the office and field schedule daily. (Physical and virtual calendar)

• Post and attend Job Walks and Bids for potential job opportunities

• Project management of various districts (i.e Santa Monica, L.A., Ventura, etc)

• Assist with accounting and billing processes within the office and for various projects.

• Manage payroll for various projects and send paystubs to internal staff weekly

• Prepare and submit Final Close Out Documentation for durational projects for official review and approval of completion of the project.

• Conducting internal audits; maintaining a flow of physical and virtual copies of documentation and ensuring proper storage.

As an Office Assistant/Receptionist for in home healthcare agency, my job consisted of completing general clerical work including photocopying, fax and mailing. I would also coordinate daily service schedules for in-home attendants to ensure timely staffing based on available labor. My key objective was to always maintain a professional company image via in person or on the telephone with staff, clients, and their families.

• Providing comfort, compassion, and care to patients and families.

• Welcomes visitors and receives/distributes mail and deliveries.

• Answers inquiries and directs incoming calls for Agency Staff.

• Performing data entry or word processing as requested.

• On-call dispatch, applicant interviewing, new-hire processing.

• Maintains flow of communication with internal and external staff, and families.

• Maintains flow of documentation and ensures proper filing of documentation.

As a CSR1 for Health Net Medi- Cal members or providers, my daily task were to mostly assist members with health plan issues, order Identification cards, welcome packets and make sure to advise them of any upcoming re-determination dates. Occasionally, I would assist the providers with any inquires they had regarding a patient. I would also handle filing appeals and grievances from the member’s prior experiences. Most importantly, my job was to provide an exemplary customer service experience with each call. • Answer all incoming membership/provider calls

• Issue out Member Welcoming Packets for members who didn’t receive one

• Update mailing information

• Update provider information

• Follow HIPAA guidelines/requirements

• Order Identification cards for member

• Assist with health plan/membership issues

• Advise/Remind member of upcoming due dates; i.e (re-determination date)

• File a descriptive appeals and or grievances made by the member

• Provide exemplary customer service

• Contact Pharmacy for pre-authorizations

• Assist with inquiries on current Eligibility

• Well versed with computer programs : Pharmacy RX, Medi-Cal, Health Net website, Membership programs, and other applications used to fully assist the member or provider.

As a Sales /Customer Service Representative my role is to serve as the first point contact, for prospective and repetitive customers in a mid to high volume call center. The overall objective and scope of duties are to maintain clientele and broaden customer base, via outbound service reminder calls, handling inbound customer inquiries, complaints and comments.

• Responsible for maintaining a high level of professionalism and touch of personal-ism with recurring customers and prospective clients ensuring to establish a positive rapport with every caller

• Initiating outbound calls, for Seasonal Service Reminders

• Obtain appointments for preventative maintenance service for heating and air conditioning equipment both Residential and Commercial property

• Answers incoming customer calls regarding payment issues, product problems, service questions and general client concerns

• Update customer information in the customer service database during and after each call

• Entering service request for scheduling confirmation

• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies

• Impact the company’s bottom line by problem solving and turning frustrated clients into repeat customers.

As Camp Counselor/Teacher’s Aid my responsibilities and daily duties were to ensure and provide safe, fun and educational after school care for students between the ages of 5-12 for Sonoma County YMCA.

• Student pick up /drop off to and from their classrooms

• Serving daily snack

• Homework and projects assistance

• Supervised free play indoor and outdoors

• Created games and activities; that were both fun and educational

• Communicate with parents and keep them informed about their child’s behavior and any changes to the regular day-to-day schedule