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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