Esther Guerrero
Peoria,AZ
Summary
Empathetic Tier 2 Customer Service Representative, known for high productivity and efficient task completion. Specialize in conflict resolution, advanced technical support, and customer retention strategies. Excel using active listening, clear communication, and patience to navigate complex customer issues and ensure satisfaction.
Overview
2
2
Languages
1
1
Certification
4
4
years of professional experience
Work History
Tier 2 Customer Service Representative
MAXIMUS FEDERAL SERVICES INC
Phoenix, Az
07.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Resolved account issues using MAXIMUS Federal Services procedures.
- Answered customer inquiries for federal service call center programs.
- Explained program policies and eligibility requirements to callers.
- Guided customers through forms, benefits, and next-step instructions.
- Reviewed case details and updated records in customer service systems.
- Routed complex cases to federal program support teams.
Customer Service Representative
MAXIMUS FEDERAL SERVICES INC
Phoenix, Arizona
07.2022 - Current
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Guided customers through forms, benefits, and next-step instructions.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Explained program policies and eligibility requirements to callers.
- Assisting beneficiaries for Medicare while answering phones assisting issues like premium questions also answering questions about claims assist new hires with training while being flexible with the needs of other individuals trained and working as a Tier ll rep
- Reviewed case details and updated records in customer service systems.
- Resolved account issues using MAXIMUS Federal Services procedures.
- Documented call notes and follow-up actions in service files.
- Routed complex cases to federal program support teams.
- Verified caller information and protected confidential client data.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Developed positive relationships with customers through friendly interactions.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Mentored junior team members and managed employee relationships.
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Provided top quality control and eliminated downtime to maximize revenue.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Dysart High School
El Mirage, AZSome College (No Degree) - Paralegal Studies
Maricopa Community Colleges, Phoenix College
Phoenix, AZSkills
- Customer service
- Call center operations
- Call handling
- Technical support
- Medicare support
- Benefits verification
- Policy interpretation
- Escalation handling
- Complaint management
- Complaint resolution
- Quality assurance
- Call tracking
- Records management
- Data management
- Data entry proficiency
- Data entry
- Case documentation
- Performance tracking
- Live chat support
- Service support
- Clear communication
- Verbal and written communication
- Professional correspondence
- Problem solving
- Conflict resolution
- Active listening
- Team collaboration
- Call recordkeeping
- Data entry
- Service support
- Call center operations
- Technical support
- Customer service expert
Languages
Spanish
Professional
English
Professional
Accomplishments
- Customer service award 100 % disclosure check
- Award for Customer service CSATS
- Awards for being part of pilot programs
- Awards participating in training new hires
Certification
- Notary public
Affiliations
- President of the board in my church
- Secretary of church handling bank acct
- Active in my church
- Catering business while setting for children’s soccer teams
References
References available upon request.
Timeline
Tier 2 Customer Service Representative
MAXIMUS FEDERAL SERVICES INC
07.2022 - Current
Customer Service Representative
MAXIMUS FEDERAL SERVICES INC
07.2022 - Current
Dysart High School
Some College (No Degree) - Paralegal Studies
Maricopa Community Colleges, Phoenix College