Erica Diaz
Brownsville
Summary
Well‑driven and disciplined customer service professional with 10 years of experience excelling in fast‑paced environments. Known for building strong client relationships, understanding complex needs, and ensuring a seamless service experience. A quick learner who adapts rapidly to new processes and systems, meeting performance goals and contributing to team success. Committed to providing exceptional service and representing the organization with professionalism and care.
Overview
11
11
years of professional experience
Work History
Participant Advocate III
Navia Benefit Solutions
01.2024 - Current
- Worked effectively to coordinate effective solutions to any question or concern regarding COBRA coverage.
- Delivered friendly and professional service making sure to incorporate the company's core values.
- Established trusting relationships with participants by maintaining open lines of communication throughout the entire process.
- Managed caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
- Maintained up-to-date knowledge of company policies and procedures to provide accurate information.
- Achieved performance metrics consistently, contributing to the overall success of the customer service team.
Operations Team Lead
Unifin Inc
WFH
11.2021 - 01.2024
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Conducted regular reviews of operations and identified areas for improvement.
- Handled escalated supervisor calls
- Oversaw 50+ agents and assisted with any questions.
- Reported to WFM as needed
Customer Service Representative
Unifin Inc.
09.2021 - 11.2021
- Delivered exceptional customer service to every caller.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Documented and detailed calls and complaints using call center's CRM database.
Customer Service Advocate
Teleperformance
11.2019 - 06.2021
- Provided excellent customer service to members needing assistance with their prescription drug plans.
- Able to maintain appropriate behavior regarding different solutions
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
Licensed Insurance Agent
Arthur J. Gallagher & Company
07.2018 - 05.2019
- Calculated quotes and educated potential clients on insurance options.
- Obtained underwriting approval by completing application for coverage.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Exceeded corporate quotas for monthly policy sales.
Customer Service Representative
UnitedHealth Group
Harlingen
06.2015 - 05.2016
- Managed accounts for United Health Care members
- Specialized in maintaining prescription drug plans
- Transferred calls as needed
- Educate members on different plans that were available to them
- Updated account information to maintain customer records.
Education
High School Diploma -
Premier High School
Brownsville, TX09-2011
Skills
- Strong written and verbal communication
- Effective organizational skills
- Call Center Operations
- Task/ time management
- Client relations
- Effective issue resolution & decision making
- Professional phone communication
- Proficient in Microsoft Word, Outlook, Teams, PDF and Excel programs
Timeline
Participant Advocate III
Navia Benefit Solutions
01.2024 - Current
Operations Team Lead
Unifin Inc
11.2021 - 01.2024
Customer Service Representative
Unifin Inc.
09.2021 - 11.2021
Customer Service Advocate
Teleperformance
11.2019 - 06.2021
Licensed Insurance Agent
Arthur J. Gallagher & Company
07.2018 - 05.2019
Customer Service Representative
UnitedHealth Group
06.2015 - 05.2016
High School Diploma -
Premier High School