Ervela Desir

• Oversaw nail service operations at a busy salon, ensuring high standards of quality and customer service.
• Managed diverse offerings including manicures, pedicures, gel nails, and acrylic extensions.
• Cultivated strong client relationships to promote repeat business and loyalty

• Assisted customers with account inquiries and technical difficulties.
• Provided product details and service updates to improve customer satisfaction.
• Handled incoming calls and emails to respond promptly to customer needs.
• Identified recurring issues to create solutions that minimized customer wait times.
• Addressed customer complaints with understanding, fostering increased loyalty and repeat business.
• Effectively navigated high-pressure situations while maintaining professionalism during conflicts.
• Kept thorough records of customer interactions to support a detailed database for future use.
• Delivered quick service to prioritize customer requirements.
• Met customer call standards for service quality, handling time, and productivity.

• Supported healthcare providers by addressing queries about member insurance premiums, ensuring clear understanding of benefits and eligibility.
• Handled incoming communications concerning claims, offering clarity on both settled and pending claims.
• Explained prior authorization procedures, facilitating seamless processes for member accounts.
• Acted as a liaison between healthcare providers and Ambetter Health, fostering effective communication on premium account inquiries.
• Addressed claim-related queries, promoting efficient resolution of both settled and unsettled claims.
• Walked healthcare providers through prior authorization procedures, aiding in member account management.
• Addressed and resolved provider questions on premium accounts, enhancing comprehension of benefits and eligibility.
• Optimized the handling of claims inquiries, boosting provider satisfaction on matters of both settled and pending claims.
• Demystified prior authorization requirements for member accounts, contributing to smoother service delivery.

• Directed client support initiatives for toll invoice inquiries related to FDOT and SunPass accounts, fostering efficient resolution processes.
• Communicated account status and transaction information to clients, enhancing their understanding and overall satisfaction.
• Championed exceptional customer service for individuals using turnpike and expressway toll systems to elevate user experience.
• Oversaw operational management at a state facility, optimizing service delivery for clients navigating toll invoices from FDOT and SunPass.
• Led educational initiatives to improve client comprehension of account activities and transactions, promoting informed choices.
• Formulated strategic customer service plans to boost satisfaction levels for turnpike and expressway toll system users.

• Oversaw call operations to enhance customer engagement and satisfaction through strategic communication.
• Facilitated customer service excellence by offering comprehensive product guidance and resolving complex issues.
• Directed customer inquiry handling and complaint management to ensure quality service delivery.
• Led efforts to disseminate product and service information to boost customer understanding.
• Streamlined troubleshooting processes to address and resolve product concerns swiftly.
• Supervised documentation of customer interactions to maintain accurate records.
• Established and maintained a dynamic knowledge base for continuous product and service improvement.

Nails License