Eunice Feliciano
IDIQ
Tampa,FL
10
years of professional experience
Customer service professional with history of delivering bilingual support and ensuring client satisfaction. Known for resolving issues efficiently and improving customer experiences. Team-oriented and adaptable, excelling in communication and problem-solving.
Work History
Member Advisor
1 Month- Delivered exceptional member service, addressing inquiries and resolving issues promptly.
- Facilitated onboarding processes for new members, ensuring seamless integration into services.
- Developed and maintained comprehensive knowledge of products to provide informed recommendations.
- Collaborated with cross-functional teams to enhance member experience and streamline operations.
- Managed an average of 65 calls per pay or more.
Remote Bi-lingual Customer Service Representative
3 Months- Managed an average of 65 calls per day
- Enrolled eligible patients in financial support programs.
- Maintained, verified and updated patient demographics.
- Escalated complex patients inquiries to management to ensure accurate information and optimal care.
Remote Bi-lingual Underwriting Consultant
1 Year 8 Months- Liaised for the Customer Service Center as they answer phone calls on Agent/ASR questions and provide necessary support.
- Sent detailed communication and responded to customers and agents via email
- Remained up to date and in compliance with State regulations
- Provided Underwriting/System and Procedural support to Agents and Marketing as needed daily
- Responded to email and chat communication within a timely matter
- Remained available to receive calls within the Underwriting queue and make outbound calls as needed to resolve policy issues
- Conducted audits on the underwriting processes and reports trends on new business and renewal policies
- Immediately provided feedback when needed to Underwriting leadership on Underwriting Guidelines, Forms, Agent Trends, System Issues, and Peers
- Reported system/procedural inefficiencies proactively and provides process recommendations to Underwriting leadership as needed
- Performed other duties as assigned in support of Underwriting leadership
Remote Bi-lingual Customer Service Representative
3 Years 6 Months- Managed an average of 55 calls per day
- Handled inbound calls from agent and policy holders for about 3 companies Embark, ACCC, Sprinter insurance and homeowners and Embark General Insurance
- Worked with 3 different systems (Policy One, Silvervine and Opus)
- Worked on trackers for selected projects
- Responded to telephone or written correspondence inquiries from members and agents within the establishment and timeframes utilizing current reference materials and available resources
- Assisted members and agents regarding website registration and navigation
- Identified trends related to member and agent inquiries that may lead to policy or process improvements while providing excellent customer service that impacted quality and performance
- Maintained performance and quality standards per department’s metrics
Bi-Lingual Customer Service Representative
1 Year 6 Months- Managed an average of 75 calls per day
- Handled inbound calls from agent and policy holders for auto policies
- Responded to telephone or written correspondence inquiries from members and providers within establishment and timeframes utilizing current reference materials and available resources
- Assisted members and agents regarding website registration and navigation
- Identified trends related to member and provider inquiries that may lead to policy or process improvements that support excellent customer service that impacted quality and performance
- Maintained performance and quality standards per department’s metrics
Patient Care Assistant
1 Year 5 Months- Assisted patient’s needs in maintaining physical hygiene, performing basic necessary daily functions while ensuring they have a safe and clean environment
- Performed direct nursing tasks including taking vital signs also assisted with activities of daily living and hygiene needs, and obtaining certain lab specimens
- Escorted patients to and from various destinations
- Assisted patients who needed help walking or standing
- Communicated a patient’s needs to nurses and doctors as needed
- Lifted patients to move them and prevent bedsores
- Fed patients, ensuring that any special dietary needs are strictly adhered to
Education
GED
Skills
Languages: English
Spanish – read
write and speak
Computer Programs: Microsoft Office
Internal Product databases: Policy One
Silvervine
Opus
Go Baby Go
Lexis Nexis
DotClaim MA registry
Pyxis production
Phone system: Genesys with Equivista
Bria
8x8
Expertise in: Excellent communication with a focus on Customer Service
Ability to listen and Empathize
Flexibility
Dedicated and a natural Positive Attitude
Timeline
Member Advisor
IDIQ
07.2026 - CurrentRead More
Remote Bi-lingual Customer Service Representative
Arango Human Resource Solutions With The Assistance Fund
10.2025 - 01.2026Read More
Remote Bi-lingual Underwriting Consultant
Embark General / Sprinters Insurance
10.2023 - 06.2025Read More
Remote Bi-lingual Customer Service Representative
Embark General / Sprinters Insurance
04.2020 - 10.2023Read More
Bi-Lingual Customer Service Representative
Windhaven Insurance LLC
09.2018 - 03.2020Read More
Patient Care Assistant
Whitehall Manor
10.2016 - 03.2018Read More
Edward R Murrow HS
GED
Read More