Catalina Escoto
Customer Service Representative
Philadelphia
Summary
Astute Customer Service Representative with exceptional communication and interpersonal skills adept at completing projects with minimal supervision.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
Work History
Contact Center Agent- Virtual
Justworks Employment Group LLC
12.2023 - 06.2024
- Handled large volume of inbound calls from members of California Medi-Cal HMO coverage.
- Assisted customers with updating and reviewing healthcare status and mailing materials requested.
- Adhered to company protocols and script documentation standard.
- Developed rapport with customers by fostering empathy and trust to achieve customer satisfaction.
Customer Service Specialist
Ascendo Resources
07.2022 - 07.2023
- Responsible for conducting 1200 outbound calls to California Workers Compensation providers.
- Assisted providers to resolve outstanding accounts receivable issues on behalf of the company.
- Effectively communicated and provided guidance in accessing company portal to process billing by providers.
- Maintained an Excel spreadsheet to record and update the success of each provider's progress.
Warehouse Associate
Monarch Staffing
04.2022 - 05.2022
- Supported operations of testing election voting machines and uploading candidates in upcoming elections in Delaware County
- Inspected voting machine cages and stocked them with equipment and all necessary supplies delivered to 300 precincts on election day in Delaware County
- Assisted in optimizing warehouse layout for better space utilization and efficient material flow
- Other assignments as needed.
Customer Support Associate
Axion Health
08.2021 - 03.2022
- Conducted outbound calls to senior citizens and disabled of SEPTA's CCT Connect Para Transit transportation
- Contacted customers of cancelled trips due to high volume of driver call out
- Coordinated with supervisors of SEPTA Control Center to resolve time sensitive issues on behalf of customer in a courteous manner
- Conducted outbound calls in a busy, fast-paced call center and performance-based metrics.
Customer Service Representative
People Share
07.2016 - 03.2017
- Trained five-weeks to operate computer-based system and telephone operations in a call center
- Handled high quantity of inbound calls and assisted members with their healthcare plans and other products and services available from the company
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Researched and updated customer accounts from unreadable computer printed envelopes.
Education
Associate of Arts Humanities -
Community College of Philadelphia
09.2005 - 05.2007
Timeline
Contact Center Agent- Virtual
Justworks Employment Group LLC
12.2023 - 06.2024
Customer Service Specialist
Ascendo Resources
07.2022 - 07.2023
Warehouse Associate
Monarch Staffing
04.2022 - 05.2022
Customer Support Associate
Axion Health
08.2021 - 03.2022
Customer Service Representative
People Share
07.2016 - 03.2017
Associate of Arts Humanities -
Community College of Philadelphia
09.2005 - 05.2007
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