Summary
Overview
Work History
Education
Skills
Timeline
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Estefania Rincon

Summary

Dedicated Bilingual Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

6
6
years of professional experience

Work History

Bilingual Benefits Administrator

BENEFITFOCUS, INC
Remote
03.2020 - Current
  • Reviewed benefits paperwork for accuracy and completeness.
  • Assisting the employees in enrolling in medical, dental, vision, STD, LTD FSA,HSA and voluntary benefits and instructing them on enrollment and fulfillment procedures
  • Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, and interactions.
  • Providing ongoing support for the HR and benefits team

Quality Assurance Analyst

BENEFITFOCUS, INC
Remote
09.2021 - 12.2021
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration and teamwork.
  • Fixed identified issues to improve workflows.
  • Conduct monthly calibration sessions with call center Team Leaders to develop scoring consistency and best practices
  • Mentored and coached team members on QA topics and strategies.

Bilingual Customer Service Representative

IQOR- DIRECT TV
Charleston, SC
05.2017 - 12.2020
  • Tracks and documents inbound and outbound support requests and ensures proper notation of customer concerns or issues
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Managed delinquent accounts in a timely and effective manner toward maximum collection
  • Identified,researched and resolved billing variances to maintain system accuracy and currency

Education

High School Diploma -

Wando High School
Mt. Pleasant, SC

Skills

  • Proficient in MS Office, Salesforce software, Google Drive, AWS
  • Quality calibration with team members and other support staff and team leads
  • Excellent Verbal and telephone skills
  • Familiarity with a variety of quality concepts,practices and procedures
  • Documentation and reporting
  • Bilingual (Spanish Native, English Fluent)

Timeline

Quality Assurance Analyst

BENEFITFOCUS, INC
09.2021 - 12.2021

Bilingual Benefits Administrator

BENEFITFOCUS, INC
03.2020 - Current

Bilingual Customer Service Representative

IQOR- DIRECT TV
05.2017 - 12.2020

High School Diploma -

Wando High School

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Estefania Rincon