Blanca Villa
Humble,TX
Summary
Experienced and dedicated Team Lead with a proven track record of utilizing effective leadership techniques to motivate and coach team members. Committed to driving success through continuous improvement and providing guidance that empowers team members to achieve their full potential.
The goal is to learn as much as possible and grow within the company.
Overview
16
16
years of professional experience
Work History
Customer Service Team Lead
ManhattanLife
02.2023 - Current
- Assist team members questions and provide advice.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Handle the escalated calls when team member is unable to resolve a customer question or complaint.
- Supports department's incoming call volume by assisting English and Spanish speaking customers.
- Uses online chat rooms to communicate with customers in a timely manner.
- Provides excellent customer service by creating a professional and friendly experience tailored to each customer.
- Provides floor support to the team by assisting with ongoing department training.
- Accurately obtains and documents customer information. Maintains working knowledge of Protected Health Information (PHI), HIPAA and uses it daily.
- Reviews insurance contracts to accurately explain policy coverages and exclusions to customers.
- Navigates multiple computer programs and resources to provide information quickly and efficiently.
- Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
Customer Service Email Correspondence Specialist
ManhattanLife
06.2018 - 02.2023
- Manages and responds to all emails from our customers, agents, and third parties
- Supports department's incoming call volume by assisting English and Spanish speaking customers
- Uses online chat rooms to communicate with customers in a timely manner
- Provides excellent customer service by creating a professional and friendly experience tailored to each customer
- Accurately obtains and documents customer information
- Maintains working knowledge of Protected Health Information (PHI), HIPAA and uses it daily
- Navigates multiple computer programs and resources to provide information quickly and efficiently.
- Followed all company policies and procedures to deliver quality work.
Bilingual Customer Service Supervisor
Convergys
03.2008 - 08.2011
- Provided excellent customer service by de-escalating both English and Spanish speaking customers
- Completed ongoing training to stay abreast of product, service, and policy changes
- Documented customer complaints, concerns, and suggestions
- Focused on First-Call Resolution by staying solution focused.
- Reduced customer complaints by proactively identifying potential issues and implementing solutions.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Completed data entry tasks with accuracy and efficiency.
Skills
- Bilingual Customer Support
- Customer service skills
- Multi-tasking
- Ability to work independently
- Teamwork skills
- Phone skills and etiquette
- Building Customer Loyalty
- Positive Attitude
- Time Management
- Patience
- Problem Solving
- Product Knowledge
- Data Entry
- Improving Customer Experience
- Communication (written and verbal)
- Professional telephone demeanor
Timeline
Customer Service Team Lead
ManhattanLife
02.2023 - Current
Customer Service Email Correspondence Specialist
ManhattanLife
06.2018 - 02.2023
Bilingual Customer Service Supervisor
Convergys
03.2008 - 08.2011
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