Summary
Overview
Work History
Education
Skills
Accomplishments
Certificate
Timeline

Dallas Holguin

Service Advocate
Fresno,CA

Summary

Gifted customer service team member focused on handling customer issues and escalated requests with fast and knowledgeable support. Well-versed in Medicare procedures and skilled at assessing trends to devise creative system-wide solutions. Excellent relationship-building, communication and conflict mediation skills.

Overview

8
8
years of professional experience

Work History

Customer Service Advocate

CVS Health
12.2018 - Current
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and issues.
  • Streamlined communication channels for improved efficiency in handling customer concerns.
  • Implemented new strategies to reduce average call handling time while maintaining high-quality service.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Collaborated with cross-functional teams to address complex customer issues and improve overall experience.
  • Analyzed customer feedback data to identify areas for improvement in processes and procedures.
  • Increased customer retention by offering personalized solutions and building rapport through empathetic listening.
  • Participated in regular performance evaluations, consistently exceeding expectations in key metrics such as first-call resolution rate.

Customer Service Representative

CVS Health
Fresno, CA
05.2016 - 05.2018
  • Improved customer satisfaction by effectively addressing and resolving account issues in a timely manner.
  • Reduced delinquency rates by proactively contacting customers with past-due accounts to discuss payment options.
  • Enhanced team performance by offering support and constructive feedback to fellow associates during daily meetings.
  • Maintained accurate quality of customer interactions, ensuring all relevant information was documented for future reference.

Education

Billing And Coding - Healthcare

Heald College - Central Administrative Office, Fresno, CA
04.2014
  • Honor Roll
  • Relevant Coursework: healthcare

Skills

  • Medical Terminology Knowledge
  • Call Center Operations
  • Data Collection
  • Microsoft PowerPoint
  • Computer Proficiency
  • Quality Control
  • Key Stakeholder Relationship Building
  • Policy Review
  • Multi-Line Phone Talent
  • Project Management Abilities
  • Microsoft Outlook
  • Data Entry
  • Problem-Solving Abilities
  • Professional Telephone Demeanor
  • Quality Assurance
  • Computer Literacy
  • Email Management
  • Decision Making
  • Project Management
  • Active Listening
  • Mentoring Abilities
  • Escalation Management

Accomplishments

  • Achieved a certificate of completion by completing the Leadership in Training program. My project was picked up, and added to our on board training.

Certificate

Leadership in Training at CVS Healthcare. Incorported a training program into our onboard training

Timeline

Customer Service Advocate - CVS Health
12.2018 - Current
Customer Service Representative - CVS Health
05.2016 - 05.2018
Heald College - Central Administrative Office - Billing And Coding, Healthcare

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Dallas Holguin Service Advocate