Grettel Jimenez
Elmont,NY
Summary
Results-driven customer service professional with a proven track record of maintaining high levels of customer satisfaction and contributing to company success. Experienced in effectively managing large volumes of inbound calls and building strong, lasting relationships with customers. Demonstrated expertise in utilizing CRM systems and exceptional active listening and multitasking abilities.
Overview
38
38
years of professional experience
Work History
Costumer Service Agent
United Healthcare/Healthplex
Uniondale, NY
12.2020 - Current
- Identified opportunities to improve customer service processes and procedures.
- Ensured compliance with applicable laws when dealing with customers.
- Monitored customer feedback through surveys and other methods for quality assurance purposes.
- Updated customer records in the CRM system accurately with each interaction.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer complaints quickly and efficiently.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Provided technical support over the phone when needed.
- Answered incoming calls promptly and professionally within company standards.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Maintained strong call control and quickly worked through scripts to address problems.
- Remained calm and professional in stressful circumstances and effectively diffuse tense situations.
- Managed high-volume of inbound customer calls to facilitate customer service
Customer Service Representative
American Airlines
Flushing, NY
07.1988 - 10.2026
- Demonstrated exceptional professionalism in handling challenging customers.
- Identified and addressed areas for improvement in customer service processes, implementing necessary changes.
- Resolved customer complaints promptly with a focus on delivering exceptional customer service.
- Identified opportunities for upselling based on customer needs.
- Responded to customer inquiries and delivered precise details about products and services.
- Answered customer inquiries via phone.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Established and nurtured positive connections with both internal and external clients by consistently engaging in friendly and professional interactions.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved challenging customer issues while remaining calm and approachable.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Mentored junior team members and managed employee relationships.
- Determined accurate prices for customer services, consistently searching for deals and best prices.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Conducted audits on peer cash and credit transactions.
- Acquired expertise in operating intricate computer systems for the purpose of ticketing transactions.
Education
High School Diploma -
Flushing High School
Flushing, NY06-1987
Skills
- Case Management
- Call Control
- Information Verification
- Escalation management
- Inbound Customer Service
- Billing Inquiries
- Documentation And Reporting
- Customer Complaint Resolution
- Upselling
- Inbound Call Management
- Outstanding communication skills
- excellent attention to detail
Affiliations
- love congregating in church and church events
- love bowling
- beach aficionado
Languages
Spanish
Native/ Bilingual
Timeline
Costumer Service Agent
United Healthcare/Healthplex
12.2020 - Current
Customer Service Representative
American Airlines
07.1988 - 10.2026
High School Diploma -
Flushing High School
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