Ana Florencio
Lehigh Acres,FL
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Network/ Revenue Maximization Paraprofessional
Children's Network Of Southwest Florida
Fort Myers, FL
05.2015 - Current
- Enter data in Florida safe Families Network program (FSFN)
- Prepare initial intakes and gather all the necessary information for eligibility purposes
- Maintains accurate eligibility records for all clients with the appropriate paperwork complied for the DCF Contract Oversight Unit
- Enter and maintain weekly reports for supervisor in FSFN
- Completes and submits Medicaid application or closure to the DCF CIC Unit upon notice
- Completes Medicaid re-determinations within 30 calendar days of request from CIC Unit.
Customer Account Executive
Comcast Cable Communications
Fort Myers, FL
09.2014 - 05.2015
- Provide full range of customer service for Comcast products in a prompt, efficient and professional manner
- Advanced trouble shooting for PC, TV and Telephone
- Demonstrates listening and analytical skills, with the ability to obtain key information and resolve complex service problems within the first call resolution
- Communicates courteously and pro-actively to learn customers short term and long-term needs
- Handle calls for sales, technical and retention department in a timely manner
Maternity Care Advisor
Healthy Start Coalition of Southwest Florida
09.2013 - 05.2014
- Coordinates local outreach efforts to SOBRA Medicaid women
- Responsible for explaining Medicaid insurance benefits, accessing prenatal care physicians and wrap around services, addressing grievances and questions
- Assist the recipient in their choice of a medical provider - Facilitate the initial or next appointment with the provider - Arrange or provide Healthy Start Screening - Follow up of compliance with prenatal appointments - Assist in the accessing of health care coverage for the infant and choosing a pediatrician - Identify and work to resolve local problems and enrollments barriers
Education
AA Degree - Science, Interdisciplinary Studies
Hodges University
Fort Myers, FL06.2013
High School Diploma -
Grover Cleveland High School
Ridgewood, NY2001
Skills
- Extremely productive in a high volume, high stress, environment
- Knowledge in Microsoft Office Word, Excel, Access and PowerPoint & Outlook
- Good verbal and written communication skills
- Problem analysis and problem solving
- Strong Telephone Etiquette
- Easily adapt and have great initiative
- Production Quotas
- Client Relationships
- Call Volume and Quality Metrics
Timeline
Network/ Revenue Maximization Paraprofessional
Children's Network Of Southwest Florida
05.2015 - Current
Customer Account Executive
Comcast Cable Communications
09.2014 - 05.2015
Maternity Care Advisor
Healthy Start Coalition of Southwest Florida
09.2013 - 05.2014
AA Degree - Science, Interdisciplinary Studies
Hodges University
High School Diploma -
Grover Cleveland High School