Summary
Overview
Work History
Education
Skills
Timeline
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Fiorella Pagan

Virginia Beach,Virginia

Summary

Qualified Customer Service Representative with 10 years in fast-paced customer service and call center environments. Personable and professional under pressure.

Overview

5
5
years of professional experience

Work History

Inbound Customer Service Representative

Life Protect 24/7
Virginia Beach, VA
07.2014 - 07.2017
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Acted professionally and patiently when addressing negative customers feedback.
  • Gathered and verified all required customer information for tracking purposes.
  • Met or exceeded service and quality standards every review period.
  • Addressed and resolved customer product complaints empathetically and professionally.


Customer Care Represenative

Amerigroup Corporation
Virginia Beach, VA
08.2012 - 11.2013
  • 60 to 100 incoming calls helping members better understand their health benefits.
  • Acknowledging member issue, ensuring issue will be resolved, research and resolve, offer additional assistance.
  • Provide accurate information/education/resolution about eligibility status, benefit coverage, provider network, credentialing status, and authorization.
  • Referred unresolved customer grievances to designated departments for further investigation.

Education

High School Diploma - General studies

Salem High School
2005

General Studies - undefined

Tidewater Community College
Current

Skills

  • Creative problem solver
  • MS Windows proficient
  • Strong client relations
  • Local/state health laws knowledge
  • Medical terminology knowledge

  • Exceptional communication skills
  • Quick learner
  • Proficient in cash management
  • Multi-line phone talent
  • Training development aptitude

Timeline

Inbound Customer Service Representative

Life Protect 24/7
07.2014 - 07.2017

Customer Care Represenative

Amerigroup Corporation
08.2012 - 11.2013

High School Diploma - General studies

Salem High School

General Studies - undefined

Tidewater Community College

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Fiorella Pagan