Isola Frederick
Naples,FL
Summary
Strong leader and problem-solver dedicated to streamlining operations. Uses independent decision-making skills and sound judgment to positively impact company success. Well-qualified and proficient in handling complex customer issues and promoting positive experiences. Efficiency-driven and organized with team-oriented mentality and dedication to customer satisfaction, business goals and sales excellence. Skilled in coordinating documentation and handling payments. Diligently skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
18
18
years of professional experience
Work History
Virtual Customer Service Representative
Vital Chek
07.2023 - Current
- Ensures delivery of excellent customer service through processing of requests
- Communication and coordination with other departments to resolve inquiries
- Process orders for customers using CRM database
- Maintain high level of customer security and privacy
- Provide customers with product and service information, make order changes, and handling of cancellation requests
- Answer inbound calls and provide sustainable relationships, and engage customers
- Follow-up on customer inquiries
- Recommend process improvements
- Assisted clients with product questions to facilitate online ordering process.
Planning Technician
Key Staff (Collier County Growth Management)
06.2022 - 09.2022
- Processes land use petitions and site development plans and distributes them to appropriate divisions for review
- Research petitions and public requests
- Maintains zoning atlas maps; maintains divisional files
- Coordinates timely review of all types of plans, plats, petitions, and documents submitted for review
- Answer inbound and outbound calls and provide sustainable relationships, and engage customers
- Checks submittals for requires items
- Process a variety of permits
- Calculates fees, prepares files, routes information to reviewers, checks pending reviews for completion
- Engaged in both long and short-term project planning, strategizing for on-time, high-quality deliverables.
Certified Professional Service Representative
State Farm Insurance Agency
08.2021 - 02.2022
- Managed large number of inbound calls promptly
- Provided support to agents
- Processed customer payments accurately and timely
- Data Entry of customers’ information
- Assisted with handling any inbound and outbound mail received in office
- Identify customers’ needs to route customer to appropriate point of contact
- Proficient in researching documents
- Actively listen to callers, confirm or clarify information, and diffuse customer concerns
- Verbal and written communication skills to effectively work with all levels of management, other departments, and outside contractors/vendors
- Building sustainable relationships and engaging customers
- Keep records of all customer requests and interactions in policy management system
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Imaging Technician
State Farm Insurance Inc
12.2014 - 07.2021
- Researched claims problems to resolve edits and deferrals.
- Verified claims acceptance using patient benefit plans, acquiring authorization where required
- Data Entry
- Reprocessed, adjusted, and recouped claims to correct processing errors
- Processed claims according to established quality and production standards to accurately handle demand
- Obtained supporting documentation from claimants and their representatives and transferred it to vendor partners.
- Entered details of medical bills, communications, and other records to help examiners review detailed histories.
- Maintained quality assurance and customer satisfaction objectives.
Claims Processing Specialist III
State Farm Insurance Inc
09.2005 - 12.2014
- Performed document prepping, scanning, data entry, and quality control tasks for Enterprise Imaging Unit to provide document images to or for Enterprise Imaging customers
- Identifying, research and resolution of claim issues
- Data Entry
- Recommended process improvements
- Performed timely and in-depth research on unidentified front-end image mail to determine proper workflow disposition
- Knowledgeable of imaging equipment operation and maintenance
- Trained and assisting in customer and claims support
- Proficient in researching documents
- Customer service skills
- Verbal and written communication skills to effectively work with all levels of management, other departments, and outside contractors/vendors
- Utilized specialized software to process incoming claims, enter data and generate reports.
- Managed workload and priorities to meet claims processing meet deadlines.
- Followed up with customers on unresolved issues.
Education
Certified Nursing Assistant
Lincoln Land Community College
Springfield, ILCSR 440 August 2021 central insurance school - undefined
Skills
- Critical thinking
- Judgment and Decision Making
- Time Management
- Professional Telephone Demeanor
- Staff Training
- Operational Efficiency
- Proficient in Microsoft Office Suites
- Effective Customer Communication
- Goal Attainment
- Call Volume and Quality Metrics
- Customer Satisfaction
- Sales Quota Achievement
- Customer Focus
Timeline
Virtual Customer Service Representative
Vital Chek
07.2023 - Current
Planning Technician
Key Staff (Collier County Growth Management)
06.2022 - 09.2022
Certified Professional Service Representative
State Farm Insurance Agency
08.2021 - 02.2022
Imaging Technician
State Farm Insurance Inc
12.2014 - 07.2021
Claims Processing Specialist III
State Farm Insurance Inc
09.2005 - 12.2014
Certified Nursing Assistant
Lincoln Land Community College
CSR 440 August 2021 central insurance school - undefined
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