ELIZABETH PAGANO
Saint Charles,MO
Summary
Knowledgeable and dedicated customer service professional with extensive experience in retention industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Leveraged Service Representative
AT&T
Earth City, MO
12.2018 - Current
- Resolved disconnection issues over phone with 40 customers daily.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Effective liaison between customers and internal departments.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Provided ongoing guest service.
- Educated customers about billing, payment processing and support policies and procedures.
- Promoted available products and services to customers during service, account management and order calls.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Recommended products to customers, thoroughly explaining details.
- Handled over [Number] calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Case Worker
Wheelchair Professionals
EARTH CITY, MO
01.2017 - 11.2018
- Collect data from members, in order to assist with providing customized wheelchair and other durable medical equipment.
- Verify member eligibility.
- Work closely with local providers and doctor office's to obtain all Medicare required documentation.
- Handle quality of care and complaint cases.
- New Hire training.
- Generate and distribute daily departmental reports using excel.
- Delegate work load to team.
- TxStar Plus and OH Liaison.
- Ensured HIPAA compliance.
Loss Mit
CitiMortgage
O'FALLON, MO
01.2015 - 12.2016
- Reached out to borrowers to discuss current status and loan workout options.
- Helped customers navigate options to maintain homeownership.
- Provided reinstatement and payoff quotes to clients.
- Assisted with short sales and deed in lieu processes.
- Assessed clients' financial situations to develop strategic financial planning solutions.
- Collected member loan payments.
- Assisted with modification process.
- Discussed property liquidation options with customers.
CSR III
MTM, Inc
Lake Saint Louis, MO
01.2013 - 12.2014
- Managed inbound calls from members to verify eligibility and coordinate transportation.
- Stayed up-to-date on HIPAA laws/Maintained confidentiality in accordance with HIPAA regulations.
- Sent prior authorizations to health plan providers.
- Maintained Excel spreadsheet of daily work activities.
- Interacted with vendors to verify and approve quotes.
- Learned and implemented new protocols.
- Multi task between various programs.
- Collected information from members in a professional and courteous manner.
- Worked with vendors to coordinate appropriate trips.
- STAT/Emergency dispatching.
Technical Support Representative (temporary)
True Fitness
O FALLON, MO
06.2012 - 12.2012
- Assisted customers with warranty issues.
- Found service providers for customers.
- Set up service providers for training.
- Provided documentation and answers to members via email.
- Described solutions to customers accurately and persuasively.
- Identified and solved technical issues with a variety of diagnostic tools.
- Demonstrated professionalism and courtesy with customers at all times.
- Resolved problems with malfunctioning products.
- Managed call flow and responded to technical support needs of customers.
Education
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Blue River Community College
Area, Ethnic, Cultural, and Gender Studies
Fresno City Community College
Skills
- Mortgage servicing understanding
- Meticulous attention to detail
- Deadline-driven
- Verbal/written communication
- People-oriented
- Goal-oriented
- High level of accuracy
- Compliance, banking laws and regulations
- Team liaison
- Extremely organized
- Team leadership
- Self-motivated
- Data entry
- Strong verbal communication
- Calm and Professional Under Pressure
- Customer Account Management
- Multitasking and Prioritization
- Issue and Complaint Resolution
Accomplishments
- Earned outstanding performance for top 3% in PTP Award in 2018.
- Earned star player Award in 2017.
- Earned most improved for outstanding customer service.
- Earned employee of the quarter.
Timeline
Leveraged Service Representative
AT&T
12.2018 - Current
Case Worker
Wheelchair Professionals
01.2017 - 11.2018
Loss Mit
CitiMortgage
01.2015 - 12.2016
CSR III
MTM, Inc
01.2013 - 12.2014
Technical Support Representative (temporary)
True Fitness
06.2012 - 12.2012
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Blue River Community College
Area, Ethnic, Cultural, and Gender Studies
Fresno City Community College
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