CLARA M. ZEROLIS
2452 Lewis St,Blue Island
Summary
To utilize the skills I have gained, and continue my growth with in
Hardworking professional with 10 years of experience and a proven knowledge of back office operations, administrative support and customer service. Aiming to leverage my abilities to successfully fill the role at your company.
Overview
15
15
years of professional experience
Work History
Florida Blue - Medicare Member Care Specialist, Re
Florida Blue - Blue Cross Blue Shield Of Florida
05.2023 - Current
- Improved member satisfaction by providing exceptional customer service and addressing concerns promptly.
- Increased member engagement, organizing informative events and workshops that cater to their interests and needs.
- Evaluated the effectiveness of current communication strategies employed within the Member Care department, proposing relevant improvements based on data-driven insights.
- Served as a reliable point of contact for members experiencing difficulties or seeking support in navigating organizational resources.
- Expanded membership base, actively promoting the organization''s offerings through various channels.
- Conducted thorough research on industry trends to keep abreast of emerging opportunities for members'' benefit.
- Exceeded performance metrics consistently, demonstrating a strong commitment to exceeding member expectations.
- Displayed unwavering commitment to maintaining a high level of confidentiality and professionalism throughout all interactions with members, earning their trust as a reliable resource.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified customer identification and documentation for compliant transactions.
- Handled complaints with prompt, courteous service to uphold professional reputation.
FLIGHT ATTENDANT
SOUTHWEST AIRLINES
05.2014 - 06.2022
- Responsible for providing legendary customer service to customers desiring to travel by performing or assisting in the performance of all safety, Customer Service, and cabin preparation duties
- Provide Customers with safety information to ensure onboard safety compliance with government and Company regulations
- Provide leadership direction and assistance during emergency, including aircraft evacuation, administering first aid to ill or incapacitated customers, in unusual incidence
- To work independently without constant supervision or observation
- Perform in accordance with establish guidelines procedures and performance guidelines
- Read and interpret service an emergency instructions and communicate information to customers and crew
- Operate mechanical equipment and safety equipment including: stairs, oxygen system, aircraft doors, evacuation slides, fire extinguishers, life rafts, galley equipment, communication equipment, and lighting system
- Assisted passengers entering and disembarking aircraft
- Monitored passenger behavior to identify threats to safety of crew and other passengers
- Walked aisles of planes to verify that passengers had complied with federal regulations prior to takeoffs and landings
- Answered passenger questions about flights, weather, travel routes, services and schedules
- Verified that first aid kits and other emergency equipment, including fire extinguishers and oxygen bottles, were in working order
- Attended preflight briefings concerning weather, emergency procedures, food and beverage service and passenger count
- Assisted passengers in placing carry-on luggage in overhead, garment and under-seat storage
- Prepared passengers and aircraft for landing, following procedures
CENTER OPERATIONAL ASSOCIATE
SOUTHWEST AIRLINES CHICAGO SUPPORT & SERVICES
03.2011 - 05.2014
- Assist and Support Reservation Agents and Sending updates on our Average Handling Time Management with current and potential computer and phone issues, on both equipment and applications and Abandon Calls
- In continual contact with all seven call centers SOS, HDQ troubleshooting and sharing information to keep our agents informed to better assist our customers
- Responsible for assigning Overtime Mandatory Overtime and IWOP
CUSTOMER REPRESENTATIVE
SOUTHWEST AIRLINES-CHICAGO SUPPORT & SERVICES
04.2010 - 03.2011
- Assist and Support Our Southwest Customers with current and accurate travel information and policies to insure their travel experience is a great Southwest.com, Changing Reservation and or correcting
- Assist with internet concerns with forms of payment, explaining the differences in Fares Travel Funds, make changes, or correction to reservations
- Cancel and Reschedule Reservations Rapid Reward availability and reservations assist with past credit & answer questions and concerts
- CCR Rep Support and assisted internal customers with unexpected situation with our Southwest Customers
- Type Switchboard
Education
GED - General Studies
Dwight D Eisenhower
Blue Island, ILTimeline
Florida Blue - Medicare Member Care Specialist, Re
Florida Blue - Blue Cross Blue Shield Of Florida
05.2023 - Current
FLIGHT ATTENDANT
SOUTHWEST AIRLINES
05.2014 - 06.2022
CENTER OPERATIONAL ASSOCIATE
SOUTHWEST AIRLINES CHICAGO SUPPORT & SERVICES
03.2011 - 05.2014
CUSTOMER REPRESENTATIVE
SOUTHWEST AIRLINES-CHICAGO SUPPORT & SERVICES
04.2010 - 03.2011
GED - General Studies
Dwight D Eisenhower
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