Dawn Ruiz
Las Vegas,NV
Summary
Dedicated Senior Client Service Representative with a proven track record in problem resolution, effective communication, and client relations. Committed to delivering exceptional service while ensuring compliance with regulations.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Client Service Representative
Northwest Administrators Inc.
Las Vegas, NV
04.2014 - Current
- Delivered exceptional client service by resolving inquiries and issues efficiently.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased first-call resolution rates by carefully listening to customers needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the companies guidelines.
- Responded to participants through email in a timely manner.
- Adapted quickly to changes in company policy or procedures while maintaining excellent customer service standards for existing clients.
Inside Sales Representative Medicare
United Healthcare
Las Vegas, NV
08.2011 - 06.2013
- Enhanced customer satisfaction through attentive service, addressing concerns promptly, and offering tailored solutions.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
Education
High School Diploma -
Atwater High School
Atwater, CASkills
- Call center experience
- Outbound calling
- Complaint handling
- Client relations
- Follow-up skills
- Customer education
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Customer service excellence
- Effective communication
- Phone etiquette
- Problem resolution
Certification
Nevada Life and Health Insurance License
Timeline
Senior Client Service Representative
Northwest Administrators Inc.
04.2014 - Current
Inside Sales Representative Medicare
United Healthcare
08.2011 - 06.2013
High School Diploma -
Atwater High School