CAROLINA SANTANA

• Managed over 60 customer calls per day and emails while maintaining high level of customer service
• Developed and executed client retention strategies to enhance loyalty, reduce churn rate, and increase customer lifetime value
• Analyzed client data and feedback to identify client needs, preferences, and opportunities for improvement in retention efforts
• Collaborated with cross-functional teams to address client concerns, resolve issues, and ensure positive client experience
• Provided exceptional customer services to address inquiries, complaints, and product information in timely and professional manner
• Monitored key performance indicators and metrics to track effectiveness of retention programs and initiatives
• Managed portfolio of client accounts, serving as main point of contact and building solid relationships to drive client satisfaction and loyalty
• Resolved client issues and escalations promptly and professionally, ensuring client satisfaction and retention.

• Developed and implemented outreach strategies to engage with underserved communities and increase awareness of available resources
• Organized community events, workshops, and programs to promote social inclusion and support community development initiatives
• Collaborated with local organizations, government agencies, and stakeholders to address community needs and advocate for positive change
• Assisted clients in navigating health insurance enrollment process, including understanding plan options, eligibility requirements, and premium subsidies
• Collaborated with insurance carriers, healthcare providers, and community organizations to facilitate seamless enrollment and access to care for clients
• Maintained accurate and confidential records of client interactions, enrollment statuses, and outcomes
• Created and delivered health insurance presentations to prospective and active members/providers
• Provided daily reports on production using Excel and Salesforce
• Adhered to Medicare/Medicaid guidelines and explained processing system to members with privacy concerns
• Performed over 60 cold calls to contacts and reminded members to renew their membership.

Conducted regular visits to existing clients to assess customer satisfaction and identify opportunities for retention

• Developed and implemented retention strategies to address customer concerns and prevent churn
• Built and maintained strong relationships with key clients through regular communication and personalized service
• Collaborated with cross-functional teams to resolve client issues and ensure timely delivery of services
• Tracked and analyzed customer feedback and retention metrics to improve overall customer experience
• Handled inbound customer inquiries and resolved issues related to billing, service outages, and account changes
• Maintained accurate and detailed customer records in CRM system
• Assisted with training new customer service representatives on company policies and procedures.
• Maintained responsibility for 40 accounts within assigned territory, consistently touching base to assess needs and satisfaction

• Provided Medicare and Medicaid product recommendations and upsell opportunities to customers
• Maintained accurate records of customer interactions and transactions
• Collaborated with other departments to ensure customer satisfaction
• Provided excellent customer service and resolved customer issues in timely manner
• Met and exceeded performance metrics for call volume, customer satisfaction, and resolution time.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs
• Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions