Caroline Sanchez
San Antonio,TX
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Vdart Staffing
08.2022 - 03.2023
- Enrolled prospective members in affordable health insurance coverage for the State of Massachusetts.
- Analyzed customer needs to provide customized insurance solutions.
- Educated clients about health insurance coverage options, benefits and costs.
- Collected premiums on or before effective date of coverage.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
Customer Service Representative
Burnett Staffing Agency
04.2022 - 08.2022
- Answered incoming calls from bank members regarding their debit card activation.
- Successfully located accounts by verifying customers personal information.
- Provided excellent customer care by responding to requests, assisting with pin resets and other account activity.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Census Enumerator
United States Census
San Antonio, TX
06.2020 - 10.2020
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked flexible hours across night, weekend and holiday shifts.
- Proved successful working within tight deadlines and a fast-paced environment.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Strengthened communication skills through regular interactions with others.
Customer Service Representative II
Texas Workforce Comission
San Antonio , Texas
04.2015 - 06.2016
- Reviewed applications and supporting documents to verify claims eligibility and accuracy.
- Identified and reported potential fraud or abuse related to claims to protect system's integrity.
- Complied with regulations and guidelines related to claims processing to maintain quality and adherence to standards.
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Responded to customer inquiries, providing detailed explanations of insurance policies and claims processes.
- Verified client information by analyzing existing evidence on file.
- Maintained confidentiality of patient finances, records, and health statuses.
- Checked documentation for accuracy and validity on updated systems.
- Worked productively in fast-moving work environment to process large volumes of claims.
Customer Service Representative
Southwest Airlines, SWA
08.2010 - 04.2015
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Utilized Sabre, Salesforce and CTM flight reservation programs to book reservations.
- Performed upselling of Business Select and other perks to passengers during the reservation process.
Quality Inspector/Material Test Operator
Carlisle Syntec
04.2005 - 09.2009
- Performed random sampling of dry materials and completed inspections of completed products to check performance and compliance with design standards.
- Contributed to quality control by conducting tear, seam weld and color testing. Recommending corrective action when appropriate.
- Followed standard operating procedures for inspections and tests.
- Inspected quality of products, taking note of functionality, appearance and other specifications.
- Utilized quality control software to track and analyze product data.
Education
Technical Certificate in Medical Insurance/Coding -
Ivy Tech State College
Fort Wayne, IN05.2005
Skills
- Account Management
- Passenger Assistance
- Electronic Systems
- Ticket Purchasing
- Customer Care
- Customer Feedback
- Reporting and Analysis
- Sampling Procedures
- Quality Control
- Safety Procedures
- CRM
Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Timeline
Customer Service Representative
Vdart Staffing
08.2022 - 03.2023
Customer Service Representative
Burnett Staffing Agency
04.2022 - 08.2022
Census Enumerator
United States Census
06.2020 - 10.2020
Customer Service Representative II
Texas Workforce Comission
04.2015 - 06.2016
Customer Service Representative
Southwest Airlines, SWA
08.2010 - 04.2015
Quality Inspector/Material Test Operator
Carlisle Syntec
04.2005 - 09.2009
Technical Certificate in Medical Insurance/Coding -
Ivy Tech State College
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