Yasmín Cruz Vargas
Reparto Miraflores Calle 3 Casa 7 Isabela
Summary
Dedicated and focused professional who excels at prioritizing, completing multiple tasks simultaneously, and following through to achieve daily projects and company goals. Possess a comprehensive background in all aspects of physical and close caption TV (CCTV) security and is able to meet established operational standards in a confidential environment. Accomplished measurable results answering a high volume of incoming calls while handling in-person inquiries from customers, personnel and colleagues as well. Flexible and hardworking with a strong drive to succeed and grow. Possess fluency in English and Spanish, written and oral. Well-qualified proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Team By The Minute
07.2024 - Current
- Setting up call backs from State Farm agents.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Credentialing Coordinator & Clinical Recruiter
Capitolbridge (TDB Communications)
04.2023 - 12.2023
- Maintained accurate files, records and credentialing documents in well-maintained databases using Software.
- Tracked expiration dates on documents and communicated with appropriate staff to avoid late filing.
- Conducted primary source verifications such as background checks and board certifications.
- Received and evaluated applications to look for missing and inaccurate information.
- Obtained NPI numbers for providers and facilities and updated existing profiles.
- Identified gaps in existing compliance processes and recommended updates.
- Conducted phone interviews to assess applicants relevant knowledge, skills, experience and aptitudes.
- Built strong relationships with internal and external candidates to ensure an excellent hiring experience.
- Placed advertisements, evaluated applicant credentials, conducted initial interviews and pre-screening assessments.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
Specialty Pharmacy Representative
Optum RX, United Health Group
05.2023 - 07.2023
- Communicate with tech and pharmacist on customer's Rx status
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Provided primary customer support to internal and external customers
- Maintains compliance with Company and HIPAA patient confidentiality requirements
- Enroll patients for pharmacy services, including collecting and entering client information into the pharmacy system
- Collaborate in a team environment with all departments in the pharmacy
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Resolved billing inquiries and disputes in timely fashion.
- Managed patient registration process, confirming data accuracy and completeness.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
- Collected co-payments or full payments from customers.
Customer Service Representative
Capitolbridge
04.2022 - 04.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Responded to customer requests for products, services and company information
- Answered customer telephone calls promptly to avoid on-hold wait times
- Provided primary customer support to internal and external customers
- Recommended products to customers, thoroughly explaining details.
PR Salesclerk / Greeter/Cashier
Coast Guard Exchange
10.2020 - 02.2023
- Displayed friendly, outgoing, and energetic behavior to create warm, fun atmosphere for guests.
- Answered customer questions and pointed individuals in right directions.
- Acted as first point of contact for visiting clients and customers.
- Provided friendly, attentive service throughout peak times for responsive customer care.
- Organization
- Word, Excel, Outlook, welcomes customers, maintains product knowledge and helps with the selection of merchandise
- Reacts to all concerns of customers quickly with a sense of importance
- Sells merchandise, and provides outstanding customer service, which may require demonstration and/or explanation of technical features of items sold
- Takes periodic stock counts and may participate in taking inventories
- Replenishes stock and maintains merchandise in a neat and presentable condition
- Advises supervisor and department head of customer requests
- Receives cash, checks, credit cards, debit cards and gift cards in payment for merchandise and gives change accurately in the operation of cash register
- Maintains record of sales, at the end of shift balances till, turns in sales records, money, stamps, customer checks or charge slip and accounts for all monies and items sold
- Performs price changes for various departments, either markdowns or mark ups, and the setting of company promotions, ensuring that these are properly displayed to the customer accomplished by proper display and signage as well as chancing of item labels if necessary
- Follows all policies regarding Loss Prevention as well as all established safety standards and emergency preparedness requirements
- Supports all loss prevention and safety initiatives as assigned
- Work is performed independently within the framework of loss prevention program mission, vision, objectives, policies and procedures
- Maintains surveillance throughout exchange, observing patrons and employees, to prevent and detect dishonest acts
- Performed cash, card and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Learned duties for various positions and provided backup at key times.
- Processed refunds and exchanges in accordance with company policy.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Worked with floor team and managers to meet wide range of customer needs.
Security Guard/ Receptionist
Securitas Hewlett Packard
12.2020 - 04.2022
- Observes and reports activities and incidents at an assigned client site, providing for the security and safety of client property and personnel
- Observes surveillance cameras periodically and makes periodic patrols to check for irregularities and to inspect protection devices and fire control equipment
- Preserves order and may act to enforce regulations and directives for the site pertaining to personnel, visitors, and premises
- Controls access to client site or facility through the admittance process
- Patrols assigned site on foot, checks for unsafe conditions, hazards, unlocked doors, security violations, blocked entrances and exits, mechanical problems, and unauthorized persons
- Protects evidence or scene of incident in the event of accidents, emergencies, or security investigations
- Responds to incidents of fire, medical emergency, bomb threat, flooding, water discharge, elevator emergency, hazardous materials, inclement weather, and other incidents
- Prepares logs and reports as required
- Always handles all incoming telephone calls professionally and courteously
- Greets visitors, maintains log for hand-delivered packages, directs and transfers phone calls to staff, sorts of documents, faxing and other clerical duties as assigned such as filing, photocopying, among others
- Keeps accurate records and finds important information quickly
- Maintains a safe, organized and clean reception area.
Surveillance Agent
Tropical Casino Holiday Inn
07.2012 - 11.2018
- Served as the lead surveillance agent responsible for monitoring money flowing in and out of the Casino
- Regularly exercised discretion and judgment in prioritizing requests and interpreting and adapting procedures to protect Casino assets, and ensured all state, local, company and departmental regulations were followed
- Ensured departments followed internal control procedures during the completion of tasks such as money transfers or jackpot payouts
- Compiled and distributed reports, documents and information, and received sorts, routes and files information, prepared correspondences as necessary
- Entered data into various computerized systems, calculated and summarized records and audits of information, and produced casino reports such as money moved in and out of the casino to maintain accurate records
- Prepared video of unusual activity on the floor, zeroing in on suspicious behavior on the floor, and followed the activities of individuals suspected of wrongdoing at the casino and hotel premises
- Maintained logs on all calls to the surveillance office, procedural violations, occurrences, and incidents investigations in a highly regulated environment
- Diligently received and relayed all information quickly, efficiently, and accurately
- Completed all tasks to include daily, weekly and monthly in a timely and fast manner and worked under limited guidance due to previous experience and depth of knowledge of administrative processes and organizational knowledge
- Performed safety, Occupational Safety and Health Administration (OSHA), and Environmental activities and reporting.
Cashier/ Customer Service Assistant
Capri Store Aguadilla Mall
12.2004 - 12.2006
- Received payments by cash, check, credit cards, debit cards and vouchers
- Resolved customer issues and complaints in a timely matter and in a very professional way
- Provided the most updated and accurate information to customers in regards to the company policies and procedures
- Resolved customer complaints and provided expert knowledge regarding products
- Helped with stocking and merchandising to maximize sales and provided a pleasant shopping experience
- Applied knowledge of business administration, record keeping, planning, policies, scheduling, and related responsibilities to ensure productive operations
- Trained 5+ cashiers, managing their cash limits and guaranteeing quality customer service at all times.
Education
Croupier Certification and License, Puerto Rico Tourism Company -
Interamerican University of Puerto Rico
15 Credits - Business Administration
Interamericana University
Skills
- Technical Profile
- Microsoft Office
- Microsoft Word
- Microsoft Excel
- Microsoft Windows
- Operations Management
Languages
English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)
Timeline
Customer Service Representative
Team By The Minute
07.2024 - Current
Specialty Pharmacy Representative
Optum RX, United Health Group
05.2023 - 07.2023
Credentialing Coordinator & Clinical Recruiter
Capitolbridge (TDB Communications)
04.2023 - 12.2023
Customer Service Representative
Capitolbridge
04.2022 - 04.2023
Security Guard/ Receptionist
Securitas Hewlett Packard
12.2020 - 04.2022
PR Salesclerk / Greeter/Cashier
Coast Guard Exchange
10.2020 - 02.2023
Surveillance Agent
Tropical Casino Holiday Inn
07.2012 - 11.2018
Cashier/ Customer Service Assistant
Capri Store Aguadilla Mall
12.2004 - 12.2006
15 Credits - Business Administration
Interamericana University
Croupier Certification and License, Puerto Rico Tourism Company -
Interamerican University of Puerto Rico
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