Darling A Escobar

"The Wildfire Recovery Compensation Program by Southern California Edison"

• Wildfire recovery/compensation work involves high empathy, handling sensitive situations, explaining complex processes, problem- solving, and processing claims.

• Delivered compassionate support to wildfire affected residents by processing compensation claims, answering inquiries and guiding clients through the recovery application process. •Managed high volumes of inbound calls and emails from distressed customers, achieving first-contact resolution rate while maintaining professionalism under pressure.

• Handled escalated and emotionally charged cases with empathy, successfully resolving 90%+ of concerns without further escalation. •Collaborated with internal teams to expedite claims and provide clear status updates to customers.

• Maintained detailed records in the Dashboard while ensuring compliance with program guidelines and data privacy standards. •Educated clients on eligibility criteria, required documentation, and timelines, resulting in higher application approval rates.

"Health and Human Services"

• Assist new and existing customers fill out their application providing government programs like. Medicaid, Medicare, Snap. •Providing customer accurate and basic routine inquiry case status of their application benefits.

• Providing appointment date reminding customers when will be time to renewal benefits.

• Use computerized system for tracking, information gathering, and troubleshooting.

• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly. Providing complete and accurate information. •Utilized job-related software to prepare change of address, phone number, adding or removing a person on their case records. • Managing a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.

• Maintaining a thorough knowledge of the company and client programs, policies, and technology.

• Built rapport with customers through active listening, empathy, courtesy and personalized interactions.

• Respond to difficult and sensitive case with empathy, patience, and resilience.

Managed customer accounts and updated information accurately.

"Humach"

• Assist customers helping them check in for appointments for the Coved vaccine. •Providing a suitable time and location, giving the name, address and phone number of the clinic to set up an appointment.

• Use computerized system for tracking, information gathering, and troubleshooting.

• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly. Providing complete and accurate information. •Identify and assess customers' needs to achieve satisfaction.

• Managed a high volume of incoming calls.

• Assisted customers with inquiries and resolved issues promptly

"Bank of America, Prepaid Cards"

•Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Assist customers with transferring funds from a prepaid card to their bank account •Assist customers in reporting a lost or stolen prepaid card and replace with a new prepaid card.

• Resolved customer complaints through effective communication and problem-solving skills.

• Manage risk by accurately authenticating clients, fully adhering to policies and procedures, and proactively identifying escalating potential risk.

• Handle escalated and complex inquiries on accounts with care, aiming to resolve concerns in a timely manner and deliver exceptional customer service. •Communicates effectively while offering empathy and demonstrating professionalism during all interactions with clients.

• Manage a high volume of incoming calls and consistently meeting or exceeding performance metrics for response time and resolution.