Ivana Carbajal
Bell Gardens,CA
Summary
Motivated Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible, and computer-savvy. Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Lead Preschool Teacher
Rolling Hills United Methodist Church
Rolling Hills Estates, CA
10.2019 - Current
- Established positive relationships with parents and guardians by regularly communicating student progress.
- As a lead teacher, I provided a safe and secure environment for children to grow.
- Attended professional development workshops to stay current on educational trends.
- Collaborated with fellow teachers on various projects related to curriculum design and implementation.
- Developed professional relationships with parents, teachers, directors and therapists.
- Collaborated with colleagues on developing new classroom projects and monthly themes.
After-School Teacher
Rolling Hills United Methodist Church
Rolling Hills Estates, CA
10.2019 - Current
- Assisted students in completing homework assignments and projects.
- Planned team building activities designed to promote respect among peers.
- Instructed students on proper use of technology including computers, tablets.
- Facilitated small group activities to help foster student collaboration skills.
- Supervised a group of 10-15 children in an after school program setting.
- Provided guidance on how to apply critical thinking skills when solving problems.
Medicare Insurance Agent
Golden Choice Management
Los Angeles, CA
10.2018 - 08.2020
- Advised clients on how best to use their coverage effectively by understanding their individual circumstances.
- Educated customers on the features of different insurance plans available through company programs.
- Served as a point of contact between carriers and customers for any issues that may arise during policy implementation or renewal processes.
- Analyzed client needs and recommended suitable products to meet their requirements.
- Answered questions from potential customers regarding plan benefits, eligibility requirements, premiums.
- Demonstrated knowledge of health care reform initiatives as they relate to Medicare coverage options.
- Attended seminars, workshops, webinars. to stay abreast of new developments in the industry.
- Maintained accurate records of all customer interactions, including contact information, policy changes, payment histories.
- Assisted clients with claims processing and appeals when necessary.
- Assisted clients in completing applications, forms, and other paperwork related to enrollment process.
- Collaborated with colleagues in order to enhance service delivery standards across all departments within organization.
- Resolved customer complaints by providing prompt solutions or referring them to the appropriate departments.
- Interacted with senior population and conducted presentations at clinics, centers and homes to sell and promote Medicare products.
- Conversed with people from different cultures daily, providing high level of respect and patience with each interaction.
- Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
- Maintained positive working relationship with fellow staff and management.
- Answered questions and responded to inquiries to deliver high level of service to patients.
- Proofread documents carefully to check accuracy and completeness of all paperwork.
Client Service Representative
Bank of America
Torrance, CA
06.2017 - 09.2018
- Demonstrated excellent listening skills and empathy towards customers' needs and concerns.
- Escalated complex customer inquiries to supervisors when necessary.
- Provided customer service support to clients in a timely and efficient manner.
- Developed strong relationships with customers through friendly interactions and problem-solving abilities.
- Participated in training sessions and workshops related to customer service best practices.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Processed deposits, withdrawals, transfers, loan payments and other transactions accurately and efficiently.
- Assisted customers with basic technical issues related to digital banking platforms.
- Maintained confidentiality of bank records, transactions and customer information.
- Provided exceptional customer service to customers by answering inquiries, resolving complaints and processing transactions in a timely manner.
- Provided assistance to other tellers during peak business hours as needed.
- Verified customer signatures on documents and ensured accuracy of all paperwork before submitting for approval.
- Handled large sums of money with accuracy while maintaining appropriate levels of security.
Education
High School Diploma -
Alliance Collins Family College-Ready High School
Los Angeles, CA06-2015
Some College (No Degree) - Sociology
California State University - Los Angeles
Los Angeles, CASome College (No Degree) - Early Childhood Education
UCLA Online Extension
Los Angeles, CASkills
- Visual supervision
- Classroom management experience
- Creative lesson plans
- Curriculum Development
- Social Skills Development
- Early Childhood Education
- Parent Communication
- Effective listening
- Group and individual instruction
- Bilingual in Spanish & English
- Client Support
- Client Relations
- Follow-up skills
- Complaint Handling
- Customer Support
- Escalation management
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Lead Preschool Teacher
Rolling Hills United Methodist Church
10.2019 - Current
After-School Teacher
Rolling Hills United Methodist Church
10.2019 - Current
Medicare Insurance Agent
Golden Choice Management
10.2018 - 08.2020
Client Service Representative
Bank of America
06.2017 - 09.2018
High School Diploma -
Alliance Collins Family College-Ready High School
Some College (No Degree) - Sociology
California State University - Los Angeles
Some College (No Degree) - Early Childhood Education
UCLA Online Extension
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