DENNISSE BOSA
CVS Caremark
Kissimmee
2
Languages
14
years of professional experience
Customer-focused healthcare and insurance professional with over 10 years of experience in customer service, benefits administration, and claims support. Experienced in reviewing customer information, analyzing documentation, resolving complex benefit issues, and communicating with members, providers, and healthcare professionals. Strong ability to manage multiple cases, maintain accurate documentation, protect confidential information, and deliver timely, ethical decisions while providing exceptional customer service. Bilingual in English and Spanish.
Work History
Customer Service Support Specialist
3 Years 7 Months- Provide customer support in a high-volume healthcare environment while maintaining accuracy, professionalism, and compliance with company policies and procedures.
- Research customer accounts, review information, and resolve complex issues by navigating multiple internal systems and databases.
- Process account updates and maintain accurate electronic documentation to support operational requirements.
- Verify customer information and review records to ensure data accuracy and quality standards are met.
- Document customer interactions and case details while following established workflows and compliance guidelines.
- Collaborate with internal teams to resolve issues and provide timely solutions.
- Manage multiple tasks while meeting productivity, quality, and service performance expectations.
- Utilize CRM platforms and Microsoft Office applications to complete daily operational responsibilities.
Customer Service Representative (Remote)
6 Months- Delivered exceptional customer service by assisting customers with complex travel-related inquiries while providing timely and accurate resolutions.
- Researched customer accounts, reservations, and travel information to resolve service-related issues in accordance with company policies.
- Maintained accurate and detailed documentation of customer interactions, case updates, and resolutions using multiple computer systems.
- Reviewed customer records to verify information, identify discrepancies, and ensure data accuracy.
- Navigated multiple systems simultaneously to access customer information, process requests, and document account activity.
- Communicated effectively with customers and internal departments to resolve service issues and provide accurate information.
- Handled confidential customer information while maintaining compliance with company privacy policies.
- Applied critical thinking and sound judgment to evaluate situations and determine appropriate solutions.
- Prioritized and managed a high volume of customer interactions in a fast-paced, performance-driven environment while consistently meeting productivity and quality goals.
- Collaborated with cross-functional teams to resolve customer issues and improve the overall customer experience.
- Demonstrated strong attention to detail, organization, multitasking, and time management while meeting strict service standards.
- Consistently achieved quality assurance and customer satisfaction goals by delivering professional, solution-focused support.
Store Manager
9 Years 7 Months- Managed daily operations while maintaining accurate records, reports, and administrative documentation.
- Reviewed operational information and maintained data accuracy across inventory and business systems.
- Completed administrative tasks including employee documentation, scheduling, and reporting.
- Trained and supported team members on company procedures and operational standards.
- Prioritized multiple responsibilities while maintaining organization and attention to detail.
- Identified workflow improvements to increase efficiency and customer satisfaction.
Education
High School Diploma
Skills
Customer Service Operations
Operations Support
Account Research
Data Entry
Documentation Management
Records Management
Compliance
Microsoft Excel
Microsoft Word
Microsoft Outlook
CRM Systems
Database Navigation
Languages
Spanish
English
Timeline
Customer Service Support Specialist
CVS Caremark
01.2023 - CurrentRead More
Customer Service Representative (Remote)
JetBlue Airways
06.2022 - 12.2022Read More
Store Manager
Papaya Clothing
11.2012 - 06.2022Read More
Medardo Carazo High School
High School Diploma
Read More