Carlenia Aguilera
Bradenton,FL
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at State Tag Agency, adept in conflict resolution and critical thinking. Excelled in streamlining processes and improving service delivery, achieving significant positive feedback. Skilled in Microsoft Excel and active listening, consistently exceeding productivity targets by fostering effective communication and problem-solving strategies.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
State Tag Agency
01.2024 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
State of New Mexico
08.2023 - 01.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative
Bowes Imaging Center
02.2023 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Health Information Specialist
Manatee Gynecology
01.2023 - 03.2023
- Streamlined the release of information process for patients, ensuring timely access to their medical records while maintaining strict confidentiality.
- Developed strong relationships with healthcare providers, fostering effective communication channels to address any concerns related to patient data management or documentation practices.
- Collaborated with interdisciplinary teams to develop care plans, promoting optimal patient outcomes through accurate documentation and communication.
- Organized educational seminars for healthcare providers on proper documentation techniques, leading to more accurate reimbursement claims submissions.
Authorization Specialist
MCR Health
01.2015 - 10.2022
- Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
- Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
- Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
- Contributed to team goals by consistently meeting or exceeding individual productivity targets for processing authorization requests.
Education
Associate of Arts - Psychology
State College of Florida, Manatee-Sarasota
Bradenton, FL05.2006
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Client Relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call Center Operations
- Microsoft Outlook
- Scheduling
- Follow-up skills
- Call Management
- Product Knowledge
- Paperwork Processing
- Appointment Scheduling
- Order Processing
- Documentation
- Administrative Support
- Microsoft PowerPoint
- Prioritization
- Staff Training
- De-Escalation Techniques
- Building rapport
- Quality Control
- Clerical Support
- Filing
- Customer Education
- Product Sales
- Multi-line phone talent
- Coordination
- Assertiveness
- Recordkeeping strengths
- Medical terminology knowledge
- Shipping and Logistics
- Shipping procedures understanding
- Delivery Scheduling
- Warehousing functions
Timeline
Customer Service Representative
State Tag Agency
01.2024 - 04.2024
Customer Service Representative
State of New Mexico
08.2023 - 01.2024
Customer Service Representative
Bowes Imaging Center
02.2023 - 08.2023
Health Information Specialist
Manatee Gynecology
01.2023 - 03.2023
Authorization Specialist
MCR Health
01.2015 - 10.2022
Associate of Arts - Psychology
State College of Florida, Manatee-Sarasota
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