Herudixe Roque
Homestead,FL
Summary
Adept at managing high-stress situations, I enhanced customer loyalty and satisfaction at Alorica through empathetic conflict resolution and critical thinking. My proficiency in Microsoft Excel and active listening propelled me to exceed performance metrics, demonstrating a blend of hard and soft skills vital for customer service excellence.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Alorica
Cutler Bay, FL
09.2024 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Humana
Miramar, FL
01.2023 - 03.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Customer Service Representative
Chewy.com
Hollywood, FL
04.2020 - 12.2022
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Sales Representative
Marriott
Doral, FL
01.2017 - 09.2019
- Boosted sales revenue by identifying customer needs and recommending appropriate products or services.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Managed high call volume, ensuring timely response and effective resolution to all customer concerns.
Unit Secretary
Jackson Memorial Hospital
Miami, FL
01.2013 - 11.2016
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
Education
No Degree - Patient Care Technician
Everest Institute
Miami, FL06-2010
GED -
Lindsey Hopkins Technical
Miami, FL02-2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Conflict resolution
- Microsoft Excel
- Payment processing
- Microsoft outlook
- Scheduling
- Call management
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Certification
- OSHA Certified
- Home Health Aide (HHA) Certification
- CPR/AED Certification
- Basic Life Support Certification (BLS)
- Certified Nursing Assistant (CNA)
Timeline
Customer Service Representative
Alorica
09.2024 - Current
Customer Service Representative
Humana
01.2023 - 03.2024
Customer Service Representative
Chewy.com
04.2020 - 12.2022
Customer Service Sales Representative
Marriott
01.2017 - 09.2019
Unit Secretary
Jackson Memorial Hospital
01.2013 - 11.2016
No Degree - Patient Care Technician
Everest Institute
GED -
Lindsey Hopkins Technical