ANAHI MORENO
El Paso,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
Work History
Babysitter
06.2017 - 11.2020
- Care for multiple children up to nine hours while parents went out or we’re at work
- Supported healthy development at all ages by planning appropriate activities
- Maintain to parent establish schedules for meal times baths and bedtimes
- Handled babysitting for regular clients for dates work obligations and other needs
- Assisted work at home professional with regular babysitting
- Boosted academic success helping with homework projects and test preparation.
Customer Service Agent
GC Services
05.2019 - 04.2020
- Processed refunds exchanges and Company credits for customers facing issues such as power outages and available credits
- Maximize satisfaction by anticipating needs and consistently
- Ering expert support
- Protected customer and company information with strict use of established security procedures
- Handled customers advance needs with properly escalated calls and scheduled service appointments
- Answered customer questions about policies and procedures with a friendly and knowledgeable approach
- Result customers billing complaints by performing activities such as exchanging merchandise refunding money or adjusting bills through investigations
- Answered 60 to 80 inbound calls each day to handle various concerns set appointments and close sales
- Met inbound customer needs for maintaining strict performance targets.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Aetna Customer Service Rep
HGS - Hinduja Global Solutions
04.2021 - 03.2022
- 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.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Billing Chat Rep
Spectrum
03.2022 - 06.2023
- Responded to customer inquiries and provided accurate information about products and services via live chat.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Monitored customer conversations and provided timely, knowledgeable assistance.
- Handled inbound customer chat conversations from various websites.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Assisted customers with order placement, product returns and order tracking.
- Researched customer inquiries to provide accurate and up-to-date information.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
Education
High School Diploma -
Americas High School
El Paso, TX06.2018
Skills
- Special Projects
- Collaborative Environments
- Team Oversight
- Professional Relationships
- Web Portals
- Customer Engagement
- Quality Control Standards
- Customer Service
- Past Due Account Management
- Online Chat
- Support Services
- Call Centers
- Process Management
- Issue Escalation
- Management Interaction
- Telephone Etiquette
- Customer Account Management
- Microsoft Office
- Customer Education
- Writing Skills
- Customer Service and Assistance
- Team Goals
- Membership Inquiries and Renewals
- Process Transactions
- Document and Records Management
- Health Insurance Industry Knowledge
- Performance Feedback
- Order and Refund Processing
- Understanding Customer Needs
- Livechat Messaging
- Calm and Professional Under Pressure
- Account Changes
- Billing Adjustments and Refunds
- Patient Profiles
- Client Satisfaction
- Research
Accomplishments
- Reliable and punctual individual who successfully handles fast paced high call volume work
- Proven willingness to take on any task to support the team, and help business succeed
- O er strong customer service and time management abilities
Timeline
Billing Chat Rep
Spectrum
03.2022 - 06.2023
Aetna Customer Service Rep
HGS - Hinduja Global Solutions
04.2021 - 03.2022
Customer Service Agent
GC Services
05.2019 - 04.2020
Babysitter
06.2017 - 11.2020
High School Diploma -
Americas High School