Consuelo Saldana
Phoenix,AZ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
Work History
Hotel customer claims specialist
CRS Temporary Housing
01.2022 - 08.2023
- Provide superior customer service throughout duration of temporary housing stay
- Serve as point of contact for policyholder, provide information and education on housing process, and resolve all customer service issues related to hotel and/or housing stays
- Source and reserve hotels, and follow up with policyholders regarding check-outs, move-ins, and move-outs
- Abide by state real estate regulations in providing proper notices
- Obtain adjuster approvals and accurately process extensions if needed
- Coordinate housing extensions, notices to vacate, and pick up of furniture, housewares, and appliances
- Ensure customer satisfaction by prompt and proper resolution of questions, issues and problems via email and telephone communication
- Reviewed insurance and claims documents to verify required information and secure any missing data for settlements.
- Followed up with customers on unresolved issues.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Responded to inquiries by answering questions, providing information, and directing customers to appropriate resources.
Dispatcher/Customer Service
TK Elevator
08.2021 - 11.2021
- Confirmed payments, refunds, etc
- Developed and implemented customer service policies and procedures.
- Answered phone calls and responded to customer emails.
- Communicated with customers to provide delivery updates and resolution.
- Monitored and tracked dispatch communication systems.
- Provided customers with information on products and services.
- Assisted in resolving customer complaints and grievances.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Scheduled and organized delivery routes.
- Utilized dispatch software to enter customer orders, deliveries and receipts.
- Received new orders, prepared documentation, and assigned personnel.
- Facilitated communications between customers and field personnel to answer questions or resolve concerns.
- Utilized customer feedback to improve customer service.
- Scheduled deliveries and pickups according to customer needs.
- Managed customer accounts and invoicing.
Outreach Specialist
Centauri Health Solutions
03.2020 - 04.2021
- Organized – Ability to multitask and prioritize effectively
- Adaptability and ability to work under pressure – Time management
- Effective problem solving abilities – for technical issues
- Managing escalations
- Active listening
- Knowledge of handling customer issues
- Outstanding communication skills
- Interviews patients/members via phone to gather personal/sensitive information in order to determine eligibility for various programs
- Makes outbound and receives inbound calls providing detailed information about eligibility services and conducts eligibility screening
- Interprets and explains information such as eligibility requirements and application details
- Clarifies eligibility data with patient or member
- Compiles, records, and evaluates personal and financial data in order to verify completeness and accuracy
- Utilizes computer system to accurately complete screening for eligibility and disposition account as required
- Initiates procedures to refer patients/member to other agencies for assistance as appropriate
- Monitors actions to ensure goals are met.
Money Center Associate
Ø Walmart Supercenter
05.2017 - 03.2020
- Processing checks Wiring money transactions Identifying customers Identification before making or receiving transactions Assisting customers to pay credit card bills.
- Loaded customer credit cards and signed up new customers for card programs.
- Performed various money center services to customers.
- Answered department phone calls.
- Implemented useful procedures to establish accuracy in cash handling, counting, and reporting.
- Trained new employees on proper cash routines, procedures, and requirements.
- Utilized POS System to enter customer transactions and accurately record all sales.
- Communicated guest and employee requests to management for issue resolution.
- Followed company policies, procedures, and practices for accurate recordkeeping and loss prevention.
- Investigated financial inconsistencies to solve discrepancies and reported to a manager.
- Researched and resolved account discrepancies.
Customer Experience Intern.
E Source
08.2014 - 08.2017
- Cooperated closely with other departments to support achievement of customer experience outcomes.
- Documented customer interactions in internal database to maintain customer service history details.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Monitored customer feedback to identify areas of improvement in customer experience.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities
Education
High school diploma -
Camelback high school
Phoenix, AZSkills
Meets Deadlines
Customer Relationship Management
Troubleshooting
Work Ethic
Customer Retention
Single Point of Contact
Guest services
Responsiveness
Communication
Organizational Skills
Attention to Detail
Ownership
Determination
Focused
Administrative Activity
Telephone Interview
Electronic Systems
Answer Incoming Calls
Insurance Policy
On-time Delivery
Provide Training
Term Care
Risk Analysis
Interacting With
Problem Solving
Productivity
Initiative
Friendliness
Measure Customer Feedback
Payment Processing
Dedicated Support
Operating System
Quality Standards
Risk Management
Customer Service
Suggestive Selling
Underwriting
Fraud
Timeline
Hotel customer claims specialist
CRS Temporary Housing
01.2022 - 08.2023
Dispatcher/Customer Service
TK Elevator
08.2021 - 11.2021
Outreach Specialist
Centauri Health Solutions
03.2020 - 04.2021
Money Center Associate
Ø Walmart Supercenter
05.2017 - 03.2020
Customer Experience Intern.
E Source
08.2014 - 08.2017
High school diploma -
Camelback high school
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