AURORA VARGAS
New York
Summary
Dynamic professional with extensive experience in customer service and office management at Related Management. Proven ability to enhance operational efficiency and resolve conflicts effectively. Skilled in emergency response and property inspections, consistently delivering high-quality service and fostering strong relationships with clients and vendors.
Overview
28
28
years of professional experience
Work History
Service Desk Concierge
Related Management
New York
05.2024 - Current
- Managed daily office operations and maintained organized filing systems.
- Handled incoming calls, emails, and other correspondence from clients and vendors.
- Developed customized pest management plans based on client needs and property assessments.
- Maintained detailed records of service visits, including notes on customer interactions and pest control treatments used.
- Responded promptly to emergency calls related to severe infestations or hazardous conditions caused by pests.
- Communicated effectively with vendors to ensure timely service delivery and quality work.
- Managed resident move-ins and move-outs, ensuring smooth transitions for new tenants.
- Conducted move-in and move-out inspections to document condition of units and common areas.
Concierge
Related Managent
New York
08.2018 - Current
- Greeted residents and guests with professionalism and warmth.
- Managed reservations and appointments for services and events efficiently.
- Assisted guests with inquiries about local attractions and dining options.
- Maintained organized front desk area to enhance operational efficiency.
- Collaborated with maintenance staff to resolve resident concerns promptly.
- Handled mail and package deliveries, ensuring secure item management.
Welcome Agent / Member Service Representative
Building Services 32BJ Health Fund
New York City
01.2012 - Current
- Answered and directed general calls for member service department.
- Greet visitors, ascertained purpose of visit, and direct them to appropriate area.
- Assisted with enrollment of new membership.
- Provided benefit information for multiple benefits. IE: pension, medical, dental, annuity, legal, and union.
- Assisted members in questions related to claims and reviewed for errors.
- Promoted customer satisfaction through clear, concise communication.
- Proven ability to handle large volume calls in a professional and courteous manner.
- Proven ability to interact effectively with clients and staff at all levels.
- Provided backup support to Supervisor.
- As Welcome Agent I met with members whom needed assistance with pension applications, review of claims.
Member Service Representative
Building Services 32BJ Health Fund
New York City
01.2009 - 01.2012
- Answered calls for member services at call center.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Made reasonable procedure exceptions to accommodate unusual customer requests.
- Demonstrated mastery of customer service call script within specified timeframes.
- Educated members on union policies and procedures and quality assurance measures.
- Trained staff on how to improve customer interactions.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Properly directed inbound calls in phone queues to improve call flow.
- Served as a liaison to internally resolve member issues and concerns related to benefits.
Field Provider Relations Representative
Magellan Behavioral Health
Parsippany
01.2005 - 01.2006
- Developed strong interpersonal relationships with assigned providers.
- Researched and resolved incoming escalated provider inquiries within contract guidelines.
- Educated providers on new protocols, policies, and procedures.
- Assisted with physician recruitment by identifying specific providers within a designated territory, contracts for existing physicians within established limits.
- Conducted provider office site visits to ensure site meets contract guidelines.
- Ensured provider database and documentation is up-to-date, accurate, and complete.
- Ensured new physician contracts are entered promptly and accurately.
- Assisted with the development and implementation of provider training programs.
Provider Relations Representative
Magellan Behavioral Health
New York City
01.2000 - 12.2000
- Collected provider feedback and made process changes to exceed customer satisfaction goals.
- Provided accurate and appropriate information in response to customer provider inquiries.
- Enforced network department policies, procedures and quality assurance measures.
- Maintained up-to-date records at all times.
- Developed effective relationships with all call center departments through clear communication.
- Built provider loyalty by placing follow-up calls for customers who reported product issues.
- Properly directed inbound calls in phone queues to improve call flow.
Customer Service Representative
Magellan Behavioral Health
New York City
01.1999 - 12.1999
- Answer telephones for call center and direct calls to appropriate staff.
- Authorized outpatient and intensive outpatient mental health services to members.
- Provided claims status and benefit information to member depending on insurance.
Education
High school -
JOHN F. KENNEDY HIGH SCHOOL
01.1995
Skills
- Customer service
- Office management
- Reservation systems
- Emergency response
- Property inspections
- Quality assurance
- Front desk support
- Conflict resolution
Timeline
Service Desk Concierge
Related Management
05.2024 - Current
Concierge
Related Managent
08.2018 - Current
Welcome Agent / Member Service Representative
Building Services 32BJ Health Fund
01.2012 - Current
Member Service Representative
Building Services 32BJ Health Fund
01.2009 - 01.2012
Field Provider Relations Representative
Magellan Behavioral Health
01.2005 - 01.2006
Provider Relations Representative
Magellan Behavioral Health
01.2000 - 12.2000
Customer Service Representative
Magellan Behavioral Health
01.1999 - 12.1999
High school -
JOHN F. KENNEDY HIGH SCHOOL