Anita Felix
Norwalk,CT
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Conduent
01.2024 - Current
- Assisted patients with insurance claims, explaining coverage details and payment options.
- Generated reports to track insurance verifications and claim progress.
- Reduced company healthcare costs by negotiating competitive rates with insurance providers.
- Communicated with supervisors on insurance issues, trends and reimbursement setbacks affecting cash flow by monitoring insurance accounts.
- Maintained accurate records by updating patient demographics, insurance, and financial information.
- Expedited insurance claim processing by preparing comprehensive medical summaries for patients'' claims.
- Submitted insurance and bond invoices for payment.
- Verified patient insurance coverage and benefits for medical claims.
- Submitted claims to insurance companies on same day as patient treatment.
- Cross-sold insurance products to existing clients to reach sales targets.
- Answer Inbound Calls from customers/clients with questions concerning and/or related to their account. (An average of 40 to 50 calls are expected daily).
Customer Service Representative Manager
AT&T
03.2022 - 01.2024
- Championed company values by modeling exceptional customer service skills both internally and externally.
- Enhanced team productivity by implementing effective training programs tailored to individual needs.
- Increased customer retention rates through proactive outreach efforts and personalized followups.
- Developed key performance metrics for measuring and tracking team success in meeting service objectives.
- Spearheaded initiatives aimed at improving first-call resolution rates, resulting in higher levels of client satisfaction.
- Improved customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Reduced response times to customer inquiries by optimizing staff schedules for peak hours.
- Managed escalated cases effectively to achieve timely resolutions while maintaining professionalism under pressure.
- Established strong relationships with clients, promoting trust and loyalty in our brand.
- Coordinated employee schedules, ensuring adequate coverage during peak hours while minimizing overtime expenses.
- Implemented company policies and procedures for professional, cohesive customer care.
Lead Mobile Expert
Sprint
06.2020 - 02.2022
- Resolved customer complaints swiftly and professionally, ensuring a positive experience for all parties involved.
- Enhanced teamwork, collaborated with colleagues to share knowledge and improve overall store performance.
- Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
- Performed cash, card, and check transactions to complete customer purchases.
- Led product training sessions for new team members, fostering a supportive learning environment and increasing staff expertise.
- Improved sales conversion rates by utilizing strong product knowledge and persuasive communication skills.
- Exceeded assigned sales targets consistently by building rapport with customers and identifying upselling opportunities.
Education
High School Diploma -
Brien Mcmahon High School
Norwalk, CTBusiness -
Norwalk Community College
Norwalk, CTSkills
- Customer Service
- Problem-solving abilities
- Active Listening
- Data Entry
- Critical Thinking
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
Timeline
Customer Service Representative
Conduent
01.2024 - Current
Customer Service Representative Manager
AT&T
03.2022 - 01.2024
Lead Mobile Expert
Sprint
06.2020 - 02.2022
High School Diploma -
Brien Mcmahon High School
Business -
Norwalk Community College