Professional with strong background in customer service, adept at handling client inquiries and resolving issues efficiently. Skilled in communication, problem-solving, and conflict resolution, consistently ensuring customer satisfaction. Highly adaptable, team-oriented, and results-driven, excelling in fast-paced, dynamic environments. Passionate about fostering positive customer experiences and contributing to team success.
Overview
8
8
years of professional experience
Work History
Customer Service Advocate Administrator
American Fidelity
12.2022 - Current
Analyze patterns and trends in fraud activities to identify vulnerabilities for necessary prevention measures in daily operations
Conduct thorough investigations into fraud cases and document findings
Strategize to provide actionable recommendations to improve security processes and the Customer security experience
Maintain flexible mindset in workload and work hours to ensure departmental success
Resolve complex cases with appropriate sense of urgency
Monitor calls and offer coaching opportunities to leadership to strengthen customer facing colleagues
Support nesting in Benefits, Disability, Annuity and Section 125 plans by providing one on one interactions and assisting Customers when needed
Customer Service Advocate
American Fidelity
05.2022 - 12.2022
Ensure Multi-Channel and Omni-Channel Customer communications are addressed and responded to consistently in a timely manner.
Support customers with self-service platforms, claim handling, of supplemental or medical claims when appropriate, adjudication of Section 125 products while remaining compliant with IRS regulations.
Maintain call flow certification, with a sustained high level of call flow accuracy, while, proactively switching between multiple phone queues or emails to best meet company standards
Handling escalated situations at the earliest possible level of intervention by researching and collaborating with Colleagues, Leadership, and Account Managers
Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Managed high call volume during peak hours, prioritizing urgent cases while maintaining efficiency.
Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate..
Developed and maintained up-to-date comprehensive knowledge of company products and services to provide accurate information to customers.
Increased customer retention by offering personalized solutions and building rapport through empathetic listening
Proper follow up with customers following case resolution to maintain organizations reputation of A Different Opinion.
Lead Concierge Attendant
Mandalay Bay Hotel and Casino
01.2017 - 01.2021
Effectively assisted guests in reserving dinner, transportation, and attractions throughout their stay
Promoted hotel outlets and amenities by educating guests on restaurants, shows, and outlets such as spa, retail, and pools.
Coordinated and issued guest itineraries, prior to arrival, via phone, fax and email
Maintained up-to-date knowledge of all restaurants, spa and entertainment around the city.
Participated in ongoing training programs designed to improve hospitality skills and maintain up-to-date knowledge of industry trends and best practices.
Coordinated special requests such as surprise celebrations or unique accommodations for guests celebrating milestones or special occasions during their stay.
Enhanced guest satisfaction by providing personalized concierge services and addressing individual needs.
Evaluated guest feedback to identify opportunities for improvement, implementing necessary changes to enhance service quality and overall satisfaction levels.
Mentored junior concierge team members, fostering a supportive work environment conducive to professional growth.
Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
Worked closely with guests, some VIP, or celebrity, with high degree of respect for privacy.
Handled cash transactions accurately, ensuring proper documentation for financial records.
Education
Esthetician Certificate -
Academy of Hair Design
Las Vegas, Nevada
11.2020
Honors Diploma -
Las Vegas High School
Las Vegas, Nevada
06.2014
Skills
Use of Multiple Phone Lines
Telephone and email etiquette
Beginner Excel Skills
Call center experience
Data entry
Administrative support
Complaint handling
Fraud prevention
Fraud detection
Dispute resolution
Transaction monitoring
Anti-fraud systems
AML compliance
Languages
English
Full Professional
Spanish
Native or Bilingual
Timeline
Customer Service Advocate Administrator
American Fidelity
12.2022 - Current
Customer Service Advocate
American Fidelity
05.2022 - 12.2022
Lead Concierge Attendant
Mandalay Bay Hotel and Casino
01.2017 - 01.2021
Honors Diploma -
Las Vegas High School
Esthetician Certificate -
Academy of Hair Design
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