Hi, I’m
Anna Gonzales
Benefit Representative
Los Fresnos,Texas
Summary
Dedicated customer support professional with 5+ years of experience delivering exceptional service and resolving complex inquiries. Skilled at quickly identifying customer needs, providing tailored solutions, and maintaining high customer satisfaction. Passionate about going the extra mile to ensure a positive experience for every client.
Overview
5
years of professional experience
1
Certification
Work History
Group O, LLC
Benefit Account Representative
03.2025 - Current
Job overview
- Serve as a knowledgeable resource for employees and retirees
- Offer members guiada de on various aspects of their retirement account, benefit packages, eligibility requirements, coverage options, enrollment procedures and plan details.
- Respond to incoming calls from employees regarding benefit related questions, concerns, or requests.
- Provide personalized support to resolve inquiries in a courteous manner.
- Collaborate with internal departments or external vendors as needed to resolve complex issues.
- Ensure compliance with privacy regulations and confidentiality policies.
- Manage sensitive and confidential information with discretion and integrity.
- Assist employees with navigating and educating the benefit enrollment process.
- Strive to deliver exceptional customer service experiences to employees and retirees by demonstrating empathy, patience, and professionalism.
Advanced Call Center Technologies
Customer Service Representative/Claims Processing
04.2023 - 11.2024
Job overview
- Answered customer inquiries and provide accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gather customer feedback through surveys and use the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activate customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Accenture Flex LLC
Customer Service Representative
11.2020 - 02.2023
Job overview
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Improved customer service wait times to mitigate complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
Self - Employed
Babysitter
04.2020 - 09.2020
Job overview
- Ensured the safety of the children.
- Changed diapers, provided first aid, and provided homework assistance.
- Researched about child nutrition and prepared meals for the children.
- Sanitized and cleaned before and after children came into the home.
- Provided educational activities as well as fun ones.
- Provided homework assistance when needed.
Education
Triumph High SchoolSan Benito
High School Diploma
06.2019
University Overview
This is considered an alternative school. I switched in the beginning of my junior year and graduated early.
Los Fresnos UnitedLos Fresnos
High School Diploma
06.2017
University Overview
This is the local high school in my hometown. I moved cities and had to switch schools.
Skills
- Data Entry
- Inbound Calling
- Account updating
- Complaint resolution
- Data Collection
- Prioritization
- Microsoft Excel, Powerpoint, Word, Etc
- Quality Control Documentation
- Call triaging
- Customer Education
- Adaptive team player
- Critical Thinking
- Customer Service
- Office equipment proficiency
- Team Development
- Microsoft Office expertise
- Multi-Task
- Proofreading
- Microsoft Outlook
- Typing proficiency
- HIPAA compliance
- Microsoft office
- Healthcare
- Verbal and written communication
- New employee enrollment
- Benefits explanation
- Documentation and reporting
- Proficient in software
- Highly skilled in software
- HR compliance
- Open enrollment
- Benefits interpretation
- Teamwork
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Active listening
- Effective communication
- Adaptability and flexibility
- Decision-making
- Microsoft Excel proficiency
- Interpersonal skills
- Analytical thinking
- Professionalism
- Written communication
- Financial forecasting
LANGUAGES
English, fluent in speaking, reading and writing.
Spanish, not fluent. I can completely understand, read, and write in Spanish, but my speaking is not the best.
Awards
National Honors Society, this award is given to anyone in the school with a 3.0 or above GPA., Employee of the month, This was granted to me at ACT (Advanced Call Center Technologies) in the month of October. (2024)
Certification
- National Honors Society - This award is given to anyone in the school with a 3.0 or above GPA.
- Employee of the month - This was granted to me at ACT (Advanced Call Center Technologies, LLC) in the month of October. (2024)
- CSAT Compliment - This is a special kudos and compliment sent directly from a customer who had a first-hand experience with me at Group O, LLC in the month of August. (2025)
Timeline
Benefit Account Representative
Group O, LLC
03.2025 - Current
Customer Service Representative/Claims Processing
Advanced Call Center Technologies
04.2023 - 11.2024
Customer Service Representative
Accenture Flex LLC
11.2020 - 02.2023
Babysitter
Self - Employed
04.2020 - 09.2020
Triumph High School
High School Diploma
Los Fresnos United
High School Diploma
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