April Rolon

• Increased client satisfaction by building strong relationships and addressing their needs promptly.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
• Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
• Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
• Negotiated contract terms with clients, securing favorable agreements for both parties.

· Administered healthcare benefits support including medical, dental, and vision enrollments and eligibility updates.

· Assisted with COBRA processes by handling qualifying events, documentation, and continuation coverage communications.

· Served as primary point of contact for employees regarding benefits questions, coverage options, and billing concerns.

· Coordinated with insurance carriers and third-party administrators to resolve enrollment and claims discrepancies.

· Maintained accurate benefits records, deductions, and compliance documentation.

· Supported open enrollment by educating employees on plan options and processing elections.

· Ensured HIPAA compliance and strict confidentiality of sensitive personal information.

· Managed high-volume calls while providing empathetic, solutions-focused customer service.

• Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
• Answered phone calls and answered questions from potential customers.
• Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
• Acted as first point of contact and set appointments for prospective clients.
• Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.

• Built strong relationships with clients, leading to repeat business and referrals.
• Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
• Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
• Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
• Delivered exceptional service, consistently meeting or exceeding performance metrics.
• Exceeded monthly quotas consistently by effectively managing time and prioritizing tasks aligned with organizational objectives.