Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Janet Serrano

Davenport,FL

Summary

Driven member advocate with a strong background in customer service. Skilled in effective communication, problem-solving, and conflict resolution. Committed to enhancing member satisfaction through personalized support and operational improvements.

Dynamic professional with extensive experience in member advocacy and customer service. Proven ability to resolve complex inquiries and collaborate with cross-functional teams to enhance service delivery. Focused on improving member experiences and operational efficiency through analytical insights and empathetic communication.

Results-oriented customer service representative with a strong emphasis on advocacy and support. Known for exceptional multitasking and conflict resolution skills, consistently exceeding performance metrics while fostering a positive work environment.

Professional advocate with extensive experience in client relations and conflict resolution. Strong focus on team collaboration, achieving results, and adapting to changing needs. Skilled in communication, problem-solving, and empathy, with dependable and flexible approach to challenges.

Driven professional with strong foundation in member support and advocacy. Proven ability to address and resolve member concerns efficiently, while fostering collaborative team atmosphere. Recognized for adaptability and commitment to achieving high standards and results in fluctuating environments.

Experienced with member advocacy, focusing on resolving member concerns and enhancing satisfaction. Utilizes strong communication and problem-solving skills to navigate complex situations effectively. Track record of building meaningful relationships and fostering teamwork to achieve successful outcomes.

Overview

36
36
years of professional experience

Work History

Member Advocate

Centene
Davenport, FL
01.2019 - Current
  • Advocated for member needs by providing personalized support and guidance throughout healthcare plans.
  • Resolved complex member inquiries through effective communication and problem-solving strategies.
  • Collaborated with cross-functional teams to enhance service delivery and improve member satisfaction.
  • Trained new team members on best practices in advocacy and customer service excellence.
  • Analyzed feedback to identify trends and recommend process improvements for operational efficiency.
  • Contributed to a positive work environment by cooperating with colleagues and maintaining open lines of communication across departments.
  • Worked closely with other departments as needed to resolve cross-functional matters impacting members'' experiences positively.
  • Enhanced member satisfaction by promptly addressing concerns and providing timely resolutions.
  • Demonstrated empathy and understanding when dealing with difficult or sensitive situations involving members.
  • Consistently met or exceeded performance metrics related to response times, issue resolution rates, and overall customer satisfaction scores.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Customer Service Representative

Centene
Davenport, FL
01.2019 - Current
  • Resolved customer inquiries efficiently, ensuring high satisfaction levels and streamlined problem resolution.
  • Assisted in training new team members, enhancing overall service quality and team cohesion.
  • Implemented process improvements that reduced average handling time for customer calls.
  • Collaborated with cross-functional teams to address complex customer issues and improve service delivery.
  • Facilitated bilingual communication between customers and support teams, enhancing service quality.
  • Resolved customer inquiries efficiently, ensuring high satisfaction levels through effective problem-solving techniques.

Customer Service Representative

The Kaufman Fund
New York, NY
09.1990 - 11.1995
  • Analyzed customer feedback data to identify trends, contributing to improved service strategies.
  • Led initiatives to enhance communication channels between departments, improving response times for customer queries.
  • Developed and maintained comprehensive knowledge base for staff, promoting consistency in service delivery.
  • Mentored junior representatives, fostering a culture of continuous improvement and professional development within the team.
  • Resolved customer inquiries regarding account services and transactions.

Education

GED -

New York State Higher Education
New York, NY

Skills

  • Cross-cultural communication
  • Assertiveness
  • Customer service
  • Problem-solving
  • Friendly and outgoing
  • Multitasking and organization
  • Team collaboration
  • Team leadership
  • HIPAA compliance
  • Customer follow-up
  • Verbal and written communication
  • Phone and email etiquette
  • Flexible schedule
  • Data entry
  • Insurance verification
  • Conflict resolution
  • Appointment scheduling
  • Insurance billing
  • [Language] Spanish
  • Excellent communication
  • Active listening
  • Insurance authorizations

Languages

Spanish
Native or Bilingual

Timeline

Member Advocate

Centene
01.2019 - Current

Customer Service Representative

Centene
01.2019 - Current

Customer Service Representative

The Kaufman Fund
09.1990 - 11.1995

GED -

New York State Higher Education
Janet Serrano