Summary
Overview
Work History
Education
Skills
Languages
References
Timeline
Generic

Dayani Guerrero

San Juan

Summary

Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed, and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.

Overview

12
12
years of professional experience

Work History

Bilingual Health Customer Service Representative

ALORICA BCBS
06.2024 - Current
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Processed insurance policy cancellations and renewals quickly to meet call time targets.
  • Modified, updated and processed existing policies.
  • Verified client information by analyzing existing evidence on file.
  • Calculated adjustments, premiums and refunds.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Coordinated with contracting department to resolve payer issues.
  • Communicated effectively with staff members of operations, finance and clinical departments.
  • Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Identified and resolved discrepancies and errors in customer accounts.

Bilingual Disaster Relief Dispatcher

American Red Cross
12.2022 - 05.2024
  • Implemented a streamlined communication system that reduced response time by 2 hours when dispatching information to local regions
  • Answered incoming calls from clients, 911, landlords and other agencies
  • Accurately entered client information with a 99% error-free rate
  • Conducted needed outbound calls to local regions resulting in a 100% completion of job duty per call
  • Collaborated with a team to streamline suicide call protocols, reducing average call duration by 3 minutes and increasing overall efficiency by 100%
  • Delivered personalized resources to clients, resulting in a 99% increase in client satisfaction.
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Maintained accurate records of all dispatched calls, improving data tracking for future analysis.
  • Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.

Bilingual Customer Service Claims

Direct Interactions Ohio Unemployment
12.2022 - 04.2023
  • Reduced average resolution time for unemployment benefits inquiries by 2 minutes through effective customer issue resolution techniques
  • Assisted customers navigating the online website
  • Guided customers through any IT issues concerning the company website or their computer
  • Filed new and continued claims
  • Guided customers through uploading Identity verification documents
  • Used first point of contact to resolve any customer inquiries or concerns
  • Assisted in providing phone numbers and addresses for homeless shelters as well as providing the 211-phone number for further assistance concerning help with food resources or bills
  • Assisted customers emotionally through the process of showing empathy and reported any suicidal conversations to my higher ups for further investigations.
  • Improved customer retention with empathetic communication and effective problem-solving techniques.
  • Guided customers through complex documentation requirements, simplifying the submission process for them while increasing accuracy in record keeping.

Customer Service Representative

PNC Bank
04.2021 - 06.2021
  • Resolved customers concerns or issues by clarifying their concerns, determining the cause of the problem, selecting and explaining the best solution to solve the concern, expediting the correction or adjustment and follow up to ensure resolution
  • Provided support service to assisting customers regarding payments
  • Checked status on customers accounts and tracked checks
  • Ensured that services are delivered professionally and efficiently with prompt problem resolution
  • Assisted customers with replacing lost/stolen debit cards
  • Assisted banking customers who are victims of fraud, theft or identity theft
  • Assisted with address changes and phone number updates.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Bilingual Mortgage Customer Service Rep

ERC- Wells Fargo
06.2020 - 02.2021
  • Conferred with customers to provide information about escrow products, services, and other offers that may be available to the customer
  • Resolved customers' concerns or issues by clarifying their concerns, determining the cause of the problem, selecting and explaining the best solution to solve the concern, expediting the correction or adjustment and following up to ensure resolution
  • Developed strong relationships with clients, fostering trust and loyalty through consistent communication and transparency.
  • Provided support service to assisting customers regarding escrow payments and adjustments, disbursing insurance funds, accounting, and general inquiries
  • Reviewed escrow analysis on loans to determine the causes of escrow shortages and overages
  • Ensured that services are delivered professionally and efficiently with prompt problem resolution.
  • Improved customer satisfaction by promptly addressing and resolving mortgage-related inquiries and concerns.

Confined Space Attendant

JVIC Industrial Services
11.2017 - 10.2018
  • Monitored process indicators, instruments, gauges, and meters to detect and report any possible problems
  • Signaled workers by radio to operate pumps, open and close valves, and check temperatures
  • Contributed to a positive work atmosphere by maintaining open communication with colleagues and supervisors.
  • Assisted welders and pipefitters with performing their duties by extinguishing any fires
  • Facilitated daily tasks and property maintenance/upkeep.
  • Maintained a clean and safe environment for guests through regular inspection and cleaning tasks.

Confined Space Attendant

Bay Ltd
01.2017 - 08.2017
  • Performed fire watch duties including but not limited to walking grounds to inspect gauges, pumps, and valves for any potential fire hazards
  • Performed clerical duties by maintaining a clean and safe environment
  • In charge of filling out the daily tasks for our team and requesting of work permits
  • Prepared and cleaned project sites to eliminate possible hazards.
  • Performed routine maintenance tasks on equipment, identifying potential issues before they escalated into larger problems.
  • Improved safety measures with thorough inspections and immediate reporting of any hazards.

Medical Assistant/Tech

SOUTH TEXAS BEHAVIORAL HEALTH CENTER
02.2015 - 09.2015
  • Completed physical checks and monitored patients to detect unusual or harmful behavior and reported observations to professional staff
  • Prepared examination rooms and sterilized equipment according to strict guidelines, ensuring a safe environment for patient care delivery.
  • Served meals or fed patients needing assistance and tended to any other needs such as changing clothing or bathing
  • Listened and provided emotional support and encouragement to psychiatric patients
  • Conducted thorough pre-examination assessments of patients'' vital signs, medical histories, and presenting symptoms for informed physician evaluations.

Surgical Tech

Global Nephrology & Hypertension Clinic
01.2013 - 05.2013
  • Prepared patients for surgery, including positioning patients on operating table and covering with sterile surgical drapes
  • Provided technical assistance to surgeons, surgical nurses, and anesthesiologists
  • Interviewed patients to obtain vital signs and health history to document in their medical records
  • Discussed medications with patients as prescribed by the attending physician
  • Performed general office duties such as answering phones and scheduling appointments.

Surgical Technician/Medical Assistant

Mosaic Clinic
06.2012 - 12.2012
  • Assisted with follicular unit extraction (FUE) and placing of graphs from the donor
  • Harvested the hair follicles for the surgical procedure (collecting & counting)
  • Explained treatment procedures, medications, diets, or physician's instructions to patients.
  • Gathered and set up equipment, tools, and supplies and arrange instruments according to physicians preference or instruction.
  • Upheld high standards of patient privacy by following HIPAA guidelines when handling sensitive medical information.
  • Assisted in successful surgeries by setting up operating rooms with appropriate instruments, supplies, and equipment for each procedure.

Education

IBM IT Support Certification -

Coursera
01.2023

No Degree - Medicine

UNIVERSIDAD MEXICO AMERICANA DEL NORTE
01.2016

Medical Assistant (Licensed) -

South Texas Vocational Technical
01.2009

Skills

  • Customer Service
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Data Entry
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Money handling abilities
  • Payment Processing
  • Appointment Scheduling
  • Technical Support
  • Customer Education

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

References

  • Alejandro Hernandez, Commodity Specialist, Robinson Fresh, 956-330-3717
  • Eliaber Jimenez, Teacher, PSJA SW High School, 956-215-5150
  • Claudia Ibarra, Teacher, PSJA Elementary School, 956-400-8301

Timeline

Bilingual Health Customer Service Representative

ALORICA BCBS
06.2024 - Current

Bilingual Disaster Relief Dispatcher

American Red Cross
12.2022 - 05.2024

Bilingual Customer Service Claims

Direct Interactions Ohio Unemployment
12.2022 - 04.2023

Customer Service Representative

PNC Bank
04.2021 - 06.2021

Bilingual Mortgage Customer Service Rep

ERC- Wells Fargo
06.2020 - 02.2021

Confined Space Attendant

JVIC Industrial Services
11.2017 - 10.2018

Confined Space Attendant

Bay Ltd
01.2017 - 08.2017

Medical Assistant/Tech

SOUTH TEXAS BEHAVIORAL HEALTH CENTER
02.2015 - 09.2015

Surgical Tech

Global Nephrology & Hypertension Clinic
01.2013 - 05.2013

Surgical Technician/Medical Assistant

Mosaic Clinic
06.2012 - 12.2012

IBM IT Support Certification -

Coursera

No Degree - Medicine

UNIVERSIDAD MEXICO AMERICANA DEL NORTE

Medical Assistant (Licensed) -

South Texas Vocational Technical

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Dayani Guerrero