Bianca Carlo
Summary
Dynamic Remote Customer Service Representative with proven expertise at KEPRO in problem resolution and customer relations. Skilled in active listening and data entry, I efficiently handled escalated calls, ensuring satisfactory outcomes. My proficiency in Microsoft Excel and commitment to maintaining detailed records contributed to enhanced client satisfaction and streamlined processes.
Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
7
7
years of professional experience
Work History
Remote Customer Service Representative
KEPRO
08.2018 - 02.2025
- Answer incoming calls to the Call Center. This includes: routing calls, gathering precise/accurate demographic information, accurate documentation of messages, and distribution of information to appropriate persons on a multi line phone system.
- Accurate and complete recording of intake information for initial sessions, while always accurately inputting information into clients account.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Explain Kepro EAP benefits and managed care procedures to callers.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Advised clients about their claims and the next steps to follow involving their case.
Education
Associates Degree -
Bunker Hill Community College
Charlestown, MASkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Complaint handling
- Microsoft Excel
- Microsoft outlook
- Account updating
- Professional telephone demeanor
Languages
Spanish
Native or Bilingual
Timeline
Remote Customer Service Representative
KEPRO
08.2018 - 02.2025
Associates Degree -
Bunker Hill Community College
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