Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Gerald Ferreras

Central Falls,RI

Summary

Enthusiastic and energetic Customer Advocate looking for a dynamic, fast-paced position. Exceptional multitasking, prioritization and organizational abilities. Adaptable and focused with an unparalleled work ethic and dedication to providing top-notch customer service. Hardworking, detail-oriented and tenacious in developing and pursuing solutions to customer concerns. Adept at balancing company objectives with customer desires. Level-headed and positive in every customer interaction.

Overview

8
8
years of professional experience

Work History

Customer Advocate

United Healthcare Group
Dominican Republic, DR
07.2019 - 02.2024
  • Provided customer support through phone, email and chat channels.
  • Recorded detailed notes in customer accounts for future reference and follow-up.
  • Escalated complex customer cases as necessary to appropriate teams and departments.
  • Researched customer inquiries to ensure accurate resolution of their issues.
  • Performed extensive research on all inquiries and concerns to achieve complete client satisfaction.
  • Analyzed customer feedback data to identify areas of improvement in products or services offered.
  • Researched problems with benefits, accounts, and services with speed and accuracy.
  • Reached out to providers to help develop comprehensive solutions.
  • Assisted customers in navigating the company website for answers to commonly asked questions.
  • Developed strong relationships with customers by providing timely responses and solutions.
  • Monitored incoming calls, emails, chats and other communication channels for customer inquiries.
  • Maintained thorough and detailed documentation of customer interactions and outcomes.

Customer Service Representative

Xerox
Dominican Republic, DR
05.2016 - 03.2019
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Education

Some College (No Degree) - Computer System Administration

San Francisco De Asis
Dominican Republic

Skills

  • Multi-line phone system
  • Complaint Handling
  • CRM Software
  • Persuasive Communication
  • Inbound Call Management
  • Document review skills
  • Conflict Resolution
  • Retention Strategies
  • Service-oriented mindset
  • Educating customers
  • Resolving conflicts
  • Customer research
  • Customer services
  • Issue Research
  • Billing inquiry resolution

Languages

Spanish
Native/ Bilingual
English
Full Professional

Timeline

Customer Advocate

United Healthcare Group
07.2019 - 02.2024

Customer Service Representative

Xerox
05.2016 - 03.2019

Some College (No Degree) - Computer System Administration

San Francisco De Asis

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Gerald Ferreras