Emmary De Lourdes Delgado Sanchez
Orlando
Summary
Dynamic customer service professional with a proven track record at Cigna Healthcare, excelling in analytical problem solving and empathetic communication. Recognized for implementing training processes that enhanced team performance and customer satisfaction. Adept at cross-functional collaboration, driving product improvements, and resolving complex issues to foster customer loyalty.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Senior Representative
Cigna Healthcare
04.2023 - Current
- Responded to customer questions via telephone and written correspondence educating customers regarding medical insurance benefits, eligibility, and claims.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business. Resolved issues through careful research and follow-up with customers.
- Learned and followed all organizational policies and procedures while evaluating customer needs and feedback to drive product and service improvements.
- Implemented and developed customer service training processes. Cross-trained and backed up other customer service managers.
Loan Analyst
AmeriSave Mortgage Corporation
10.2020 - 01.2023
- Supervised loan personnel and motivated to maintain customer service and performance standards. Monitored pipelines to track and log status of loans.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Compiled closing packages for drafting and presentation accuracy.
- Evaluated loan requests and documents to verify accuracy and completeness.
Customer Service Representative
JetBlue Airlines
05.2017 - 05.2020
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Education
Associate of Science - Insurance Billing And Coding Specialist
Herzing University
Orlando, FL12-2025
Bachelor of Arts - Spanish Education
University of Central Florida
Orlando, FL12-2017
Skills
- Analytical problem solving
- Engaged listening skills
- Strong verbal communication
- Cross-functional collaboration
- Responsive to new challenges
- Empathetic communication
Accomplishments
- Collaborated with team of 15 individuals in the development of mentorship program.
Certification
- Licensed in Translation and Interpretation - 2017
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Senior Representative
Cigna Healthcare
04.2023 - Current
Loan Analyst
AmeriSave Mortgage Corporation
10.2020 - 01.2023
Customer Service Representative
JetBlue Airlines
05.2017 - 05.2020
Associate of Science - Insurance Billing And Coding Specialist
Herzing University
Bachelor of Arts - Spanish Education
University of Central Florida
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