Gavrielle Esra EL
Fort Lauderdale,FL
Summary
Lead Customer Service Representative with a proven track record of efficiently managing both direct and escalated customer requests. Demonstrates exceptional research, communication, and problem-solving skills that enhance customer satisfaction. Committed to driving productivity through strong analytical and management capabilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Lead Advisor
The Fresh Market
Fort-Lauderdale
01.2023 - Current
- Receive inbound calls memorized entire line of company products and services, including prices and special discounts
- Problem solving, provide basic technical support for clients on a wide range of company products
- Resolving issues at a 90% rate
- Enforced policies, remained courteous and calm, even during moments of customer dissatisfaction
Healthcare Administrative Assistant/Precertification specialist
Inspirational Care
Remote
05.2020 - 12.2023
- Verifies insurance coverage and payment for medical services
- Ensure that patients are eligible for services and that the correct level or care is provided
- Gather patient information and determine eligibility for services
- Assign ICD-10 and CPT codes for procedures
- Follow up on pre-cert that are in review
Technical Support Rep
Teleperformance
Remote
08.2016 - 05.2020
- Provided advanced product knowledge while troubleshooting equipment and system issues
- Opened and managed trouble ticket system for User issues, Voice Network, Data Network, Video Network and OS issues
- Exercising retention efforts and follow-up with customers inquiries
Education
Bachelor of Science - Healthcare Administration, Psychology
University of Bridgeport
Bridgeport, CTSkills
- Customer service excellence
- Email etiquette
- Call center
- Medical Specialist support
- CRM software
- Telephone etiquette
- Call center experience
- Interpersonal communications
- Team training and development
- Administrative duties
- Staffing oversight
- Customer relations
- Client engagement
- Call flow maximization
- Customer complaint resolution
- Department operations
- Interdepartmental communication
Awards
- Ranked 97 percentile in Emotional IQ
- (NIH) The National Institute of Health certification
Certification
National institute of Health (NIH) - issued 2017 - Certificate of course completion
language
ASL
Elementary
References
References available upon request.
Timeline
Customer Service Lead Advisor
The Fresh Market
01.2023 - Current
Healthcare Administrative Assistant/Precertification specialist
Inspirational Care
05.2020 - 12.2023
Technical Support Rep
Teleperformance
08.2016 - 05.2020
Bachelor of Science - Healthcare Administration, Psychology
University of Bridgeport
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