Alexsandra Gonzalez
Pascagoula,MS
Summary
Accomplished professional with a proven track record at Teleperformance USA, adept in customer service and critical thinking. Excelled in resolving high-stress disputes, enhancing customer loyalty, and mentoring teams for peak performance. Skilled in data entry and conflict resolution, consistently achieving positive outcomes and fostering client satisfaction.
Overview
4
4
years of professional experience
Work History
REMOTE Customer Service Representative
Teleperformance USA
Pascagoula, MS
12.2024 - Current
- 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.
- Responded to customer requests for products, services, and company information.
REMOTE Claims Specialist
Senture
Pascagoula, MS
07.2023 - 12.2024
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
Supervising Agent
Globelifeinsurance
Ocean Springs, MS
12.2022 - 07.2023
- Established a culture of continuous learning within the agency, promoting professional development and career growth opportunities for team members.
- Mentored junior colleagues to foster growth and development, enhancing overall team performance.
- Hired, trained and prepared Number agents to respond to customer complaints, inquiries, and handle any troubleshooting duties.
- Maintained businesses' database by entering and verifying information.
Remote Customer Service Representative
UnitedHealthcare
Biloxi, MS
06.2022 - 12.2022
- 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.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Lowes Home Improvment
Gautier, MS
05.2021 - 05.2022
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Master Of Psychology - Psychology
University of South Alabama
Mobile, ALHigh School Diploma -
Pascagoula High School
Pascagoula, MS05.2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Conflict resolution
- Complaint handling
- Call center operations
- Call management
- Team development
- Building rapport
- Technical support
- Sales expertise
Timeline
REMOTE Customer Service Representative
Teleperformance USA
12.2024 - Current
REMOTE Claims Specialist
Senture
07.2023 - 12.2024
Supervising Agent
Globelifeinsurance
12.2022 - 07.2023
Remote Customer Service Representative
UnitedHealthcare
06.2022 - 12.2022
Customer Service Representative
Lowes Home Improvment
05.2021 - 05.2022
Master Of Psychology - Psychology
University of South Alabama
High School Diploma -
Pascagoula High School