Diana Vargas
Oneonta,AL
Summary
Reliable and detail-oriented customer service representative with over three years of experience in telecom and healthcare support roles. Skilled at answering questions, solving problems calmly, and helping customers understand their options. Comfortable handling high call volumes, working with multiple systems, and meeting performance goals. Focused on delivering consistent service and clear communication in every interaction.
Overview
4
4
years of professional experience
Work History
Sales Representative
Concentrix
03.2022 - 04.2024
- Handled over 70 daily calls addressing customer service plans, billing, and upgrade inquiries.
- Recommended suitable products to callers, driving a 30% increase in upsell conversions.
- Resolved issues swiftly, leading to consistently high customer satisfaction ratings.
- Consistently achieved or exceeded KPIs in conversion rates, call quality, and handle time each quarter
Healthcare Insurance Customer Support
Alorica
01.2020 - 02.2022
- Guided policyholders through complex policy navigation.
- - Clarified coverage details for dental, medical, and prescription plans while assisting in claims and pre-authorization inquiries.
- Provided education on plan options, increasing satisfaction and retention throughout multiple open enrollment periods.
- Ensured documentation accuracy while adhering to HIPAA compliance.
- Handled complex cases by escalating them when necessary and ensured resolution within 24-48 hours.
- Operated effectively in a remote work environment.
Education
High School Diploma -
Homeland Academy
Gardendale, AL05.2016
Skills
- Customer Account Support
- Inbound & Outbound Call Handling
- Product Recommendations & Upselling
- Issue Resolution & De-escalation
- High-Volume Call Management
- CRM & Case Documentation
- Healthcare & Billing Navigation
- Call Center Tools & Multitasking
Timeline
Sales Representative
Concentrix
03.2022 - 04.2024
Healthcare Insurance Customer Support
Alorica
01.2020 - 02.2022
High School Diploma -
Homeland Academy