Gabriela Fuentes

· Developed strong relationships with clients through consistent communication and attentive customer service, resulting in increased overall satisfaction.

· Developed and implemented strategies to increase customer satisfaction and engagement.

· Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.

· Reduced claims processing time by implementing efficient analytical techniques and strategies.

· Researched claims and incident information to deliver solutions and resolve problems.

· Consistently met or exceeded all performance metrics, earning recognition as a top-performing productivity and pace.

• Enhanced communication among team members by consistently providing updates on their QA monitoring and pertinent details.
• Developed and maintained quality assurance procedure documentation.
• Analyzed quality and performance data to support operational decision-making.

• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
• Streamlined call flow processes for more efficient response times and increased productivity.
• Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.