Delphine Pierre
Astoria
Summary
Dynamic bilingual customer service specialist with a proven track record at New York State Of Health, enhancing customer engagement and trust. Expert in health insurance knowledge and regulatory compliance, adept at problem-solving and data entry. Recognized for driving a 20% increase in repeat inquiries through attentive communication and strategic questioning.
Overview
35
35
years of professional experience
Work History
Bilingual Customer Service Specialist –Contact Center
NEW YORK STATE OF HEALTH
New York
04.2024 - Current
- Provide high level of service for inbound customer calling about their health insurance coverage or assisting with new enrollment process
- Engage attentively and deeply understand customers' unique needs by initiating meaningful and impactful conversations
- Gain valuable insights through thoughtful and strategic questioning, showcasing genuine curiosity and care
- Call flow include a diverse clientele, such as prospective enrollees and/or representatives
- Maintain strict compliance with all protocols
- Enhance customer trust and engagement, as reflected in a 20% increase in repeat inquiries
Crew Supervisor
SMALL BUSINESS OWNER
Queens
02.2002 - 01.2024
- Provided meticulous post-construction interior services for new residential buildings
- Managed crew members' workloads efficiently to meet tight deadlines without compromising quality standards.
Executive Associate – Service Strategy Unit
AMERICAN EXPRESS
New York
12.1995 - 09.2001
- Provided administrative support to 2 Vice Presidents and 8 Managers
- Scheduled meetings, group conferences and appointments
- Coordinated extensive domestic and international
- Processed and reconciled budgets and expense reports
- Made travel arrangements to provide executives seamless and travel policy-approved business trips.
- Coordinated multiple schedules using online calendaring system.
Administrative Assistant/Floater
KELLY SERVICES
New York
07.1993 - 10.1995
- Held long-term assignments in the Service Strategy Unit department at American Express
- Handled incoming calls and directed callers to appropriate department or employee.
Administrative Assistant - Treasury Department
PHILIP MORRIS MANAGEMENT CORP.
New York
05.1990 - 06.1993
- Provided administrative support to the Director of Treasury
- Compiled data from various sources into organized reports for review by management team.
- Composed, edited and typed complex memos and reports with job-related software.
Education
Cornell University Off-Campus College Program - Written Communication & Interpersonal Behavior
Cornell University
New York05.1999
Skills
- Bilingual communication
- Health insurance knowledge
- Problem solving
- Regulatory compliance
- Customer service
- Data entry
- Attention to Detail
- Adaptability
- Microsoft Office
- PowerPoint
- Word
- Excel
- Outlook
- MS Team
- Oracle Siebel CRM
Timeline
Bilingual Customer Service Specialist –Contact Center
NEW YORK STATE OF HEALTH
04.2024 - Current
Crew Supervisor
SMALL BUSINESS OWNER
02.2002 - 01.2024
Executive Associate – Service Strategy Unit
AMERICAN EXPRESS
12.1995 - 09.2001
Administrative Assistant/Floater
KELLY SERVICES
07.1993 - 10.1995
Administrative Assistant - Treasury Department
PHILIP MORRIS MANAGEMENT CORP.
05.1990 - 06.1993
Cornell University Off-Campus College Program - Written Communication & Interpersonal Behavior
Cornell University
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