1. Muallem
Robinson
8828 East Florida, St
Denver, co 80231
Home:720-385-6442
Objective
To secure a position with an organization, concordant with accomplished skill,
demonstrated achievements and future abilities.
Employment History
Customer Service Representative
February 2014- May 2015 Anthem Inc. Insurance Company, Denver, CO
 Responds to incoming calls and may initiate outgoing calls, providing customer
service to plan members, providers and employer groups by answering benefit
questions, resolving issues and educating callers. Verifies enrollment status, makes
changes to records, researches and resolves enrollment system rejections;
addresses a variety of enrollment questions and/or concerns received by phone or
mail.
 Ensures accuracy and timeliness of the membership and billing function.
 Responds to inquiries concerning enrollment processes.
 Maintains enrollment database.
 May order identification cards.
 Develops and maintains positive customer relations and coordinates with various
functions within the company to ensure customer requests and questions are handled
appropriately and in a timely manner.
 Performs basic job functions with help from co-workers, specialists and managers on
non-basic issues.
Customer Service Representative
May 2013-June 2013 Randstad, Denver, Co
 Provides callers with an unbiased presentation of programs to assist customers with
application and eligibility requirements and program questions, transferring callers
to other Call Center units as needed.
 Accesses, reads, and interprets customers and provider data elements on the MAXe
and CBMS system.
 Performs accurately all data entry functions to reflect customer activity/transactions.
Answers customer questions regarding available providers based on data in the
Knowledge Management System.
 Answers customer questions regarding available providers based on data in the
Knowledge Management System.
 Assists customers in problem resolution, as needed, in a courteous and effective
manner
 Assists customers in the CHP+ enrollment process, including open enrollment.
 Responds to customer phone inquiries in a prompt, courteous and concise manner.
Housemen
October 2012-May 2013 Southeast Cleaning, Blackhawk, Co
•Greet all guests upon arrival.
 Inform incoming guests on the following while assisting them to their room: storage
area; restaurant hours of operation (if available), location of vending/ice machines;
the concierge event of the evening; health club information; emergency procedures;
equipment and exit paths
 Once in guest room, provide the guest with the following information: basic telephone
instructions; television channels and pay movie instructions; honor bar refrigerator,
snack basket and procedures for charging items to one's rooms; heating and air

2. conditioning; laundry and dry cleaning procedures; door lock and key use; room
directory, etc.
 Quickly respond to guest requests in a timely and friendly matter.
Customer Service Representative
June 2012- October 2012 ESM, Denver, Co
The primary focus of the Education Consultant / Customer Service Call Center Rep is
to mediate inbound telephone calls and online admissions questions between the
prospective students and educational institutions.
 Knowledge of the Microsoft Office Suite (especially Outlook) and the internet
 Ability to maintain a high energy level on several calls
 Ability to connect with students on calls
 Openness to feedback
 Ability to actively listen for long periods of time
 Confidence, adaptability and integrity to handle various phone calls
 Mastering ESM’s Education Consultant / Call Center protocol
 Providing information to students about admissions processes or requirements via
phone or internet
 Setting admissions appointments for students
 Navigating through ESM’s Customer Relations Management (CRM) and automated
phone system
 Updating student inquiry progression on ESM databases
Education
1989-1992 Manuel High School ,Denver, Co
 High School Diploma
 Community college of Denver
 Two years of General Studies
Other Experience
Summary of Qualifications:
• Proactive leadership and team player working in high energy fast pace atmosphere,
•Ability to plan prioritizes, organize and communicate effectively experience diplomatic
oral and written communication skills.
•Demonstrate ability to respond quickly to resolution skills.
•The ability to handled escalated calls able to adjust to changes in schedules while
meeting time-sensitive service level standards & deadlines
Technical Care and/or previous experience in high volume call center environment,
inbound/ outbound call center
•Effective computer skills in Microsoft office, Microsoft Word, Windows Xp /Me/98, Excel.
•Proven ability to create relationships with supervisors and co-workers to work effectively
to problem solving and develop solutions to staffing challenges outgoing personality with
the ability to communicate effectively to a variety of audiences.
References
References are available on request.