Summary
Overview
Work History
Education
Skills
Timeline
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Hortencia Fleming Navarro

Garland,TX

Summary

Dedicated Bilingual Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

25
25
years of professional experience

Work History

WFH Bilingual CSR

Porter-Brandenburg Agency
11.2016 - Current
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.
  • Streamlined communication for customers, offering seamless assistance and support.
  • Resolved complex issues by leveraging skills to understand customer needs and provide effective solutions.
  • Contributed to a positive work environment with strong collaboration between team members.
  • Answered constant flow of customer calls with minimal wait times.
  • Updated account information to maintain customer records.

Bilingual CSR

Allsafe Auto Insurance
05.2012 - 11.2016
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.
  • Streamlined communication for non-English speaking customers, offering seamless assistance and support.
  • Contributed to a positive work environment with strong collaboration.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Exceeded performance metrics consistently, demonstrating exceptional skills in handling high volumes of calls in two languages.
  • Supported sales initiatives by upselling relevant products or services based on clients'' needs and interests.

Bilingual CSR

Love Insurance Agency
08.2004 - 02.2012
  • Improved customer retention rates with exceptional product knowledge and personalized service recommendations.
  • Contributed to a positive work environment with strong collaboration between team members.
  • Streamlined communication for non-English speaking customers, offering seamless assistance and support.
  • Resolved complex issues by leveraging skills to understand customer needs and provide effective solutions.
  • Streamlined communication between departments, ensuring timely resolution of customer concerns.
  • Enhanced customer satisfaction by providing timely and accurate responses to inquiries in both English and Spanish.

Medical Office Manager

Accident & Injury Chiropractor
06.2002 - 05.2004
  • Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
  • Streamlined office operations for increased efficiency and productivity through effective staff training and delegation of tasks.
  • Enhanced patient care by establishing strong relationships with medical professionals, including physicians, nurses, and technicians.
  • Increased revenue by optimizing billing processes from both patients and insurance companies.
  • Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
  • Managed daily administrative tasks to ensure smooth operations within the medical office environment.
  • Assisted physicians with clinical documentation to ensure complete and accurate records for each patient visit.
  • Ensured a safe, comfortable environment for patients by promptly addressing any concerns or issues that arose during their visits.

Medical Assistant

Dr Almiraj Family Clinic
02.1999 - 11.2001
  • Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
  • Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
  • Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
  • Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
  • Collaborated with interdisciplinary healthcare teams to provide coordinated care for patients in various settings.
  • Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.

Education

High School Diploma -

Woodrow Wilson High School
Dallas, TX
05.1990

Skills

  • Call Center Experience
  • Upselling Strategies
  • Data Entry Proficiency
  • Quality Assurance
  • Fluent Bilingualism
  • Conflict Resolution
  • Telephone Etiquette
  • Multitasking Abilities
  • Customer Service Orientation
  • Time Management
  • Sales Techniques
  • Computer Literacy
  • Attention to Detail

Timeline

WFH Bilingual CSR

Porter-Brandenburg Agency
11.2016 - Current

Bilingual CSR

Allsafe Auto Insurance
05.2012 - 11.2016

Bilingual CSR

Love Insurance Agency
08.2004 - 02.2012

Medical Office Manager

Accident & Injury Chiropractor
06.2002 - 05.2004

Medical Assistant

Dr Almiraj Family Clinic
02.1999 - 11.2001

High School Diploma -

Woodrow Wilson High School

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Hortencia Fleming Navarro