Jazmin Galaviz
San Antonio,TX
Summary
To obtain a position and work on a team while offering experience with a quality company where kills and work ethics can be utilized. Dedicated 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. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. 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
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Specialist
Maximus
05.2022 - Current
- Answer incoming calls from consumers including public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to confidentiality and privacy policies
- Track and document all inquiries using applicable systems
- Complete associated tasks according to established guidelines
- Track and document all inquiries using applicable systems
- Meet Quality Assurance (QA) and other key performance metrics
- Facilitate fulfillment of caller requests for materials via mail, email, or download
- Transfer/refer consumers to appropriate entities according to established guidelines
- Escalate calls or issues to appropriate designated staff for resolution as needed
- Facilitate translation services for non-English speaking callers according to procedures
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Admission Records Clerk
Palo Alto College
09.2019 - 03.2020
- Greeted patients warmly to increase comfort and create rapport.
- Collected information, forms and signatures from patients or family members to create efficient admissions experience.
- Safeguarded patient data in compliance with HIPAA and Alamo Colleges facility policies.
- Orchestrated recruitment fairs to enhance mission awareness and highlight services.
- Performed document filing, bookkeeping and faxing for busy student admissions office.
- Collaborated closely with deans and prospective students by answering questions, interpreting and administering contracts and effectively alleviating issues.
- Communicated important information to supervisor and medical team to reduce chance of errors.
Collections Representative
SWBC
01.2017 - 04.2017
- Collection calls in fast-paced goal-oriented collections department
- Provide customer service regarding collection issues, process customer payments, and review member's collection's account
- Accountable for reducing delinquency for assigned accounts
- Update call results and enter call notations in appropriate data base simultaneously
- High volume phone calls to assigned delinquent customers
- Transfer borrowers to correct inner member services department for further assistance
- Collect on secured and unsecured loans
- Meet defined department goals and activity metrics
- Negotiated to collect balance in full.
- Processed payments and contracts on accounts.
- Counseled debtors on payment options and arranged installment agreements.
- Resolved challenging situations with friendly but firm strategies.
- Reviewed collection reports to determine status of collections and amounts of outstanding balances.
- Used probing techniques to determine debtors' reasons for delinquency.
- Handled high volume of outbound and inbound calls daily with goal of collecting owed debt.
Customer Support Specialist
SWBC
02.2016 - 01.2017
- Submitting customer payment information by check, or debit card
- Assisted callers with general knowledge questions about their accounts such as balance, deposit, and transaction history
- Maintain in constant contact with members of management and all other departments by using instant messenger and email
- Properly document each account and trouble tickets
- Excellent multitasking, problem solving skills and ability to maintain control of call by building rapport
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided primary customer support to internal and external customers.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Multitasked to handle diverse customer needs in high-volume call center setting, prioritizing tasks to keep up with challenging deadlines.
Education
High School Diploma -
Palo Alto College
San Antonio, TX12.2021
Associates Degree - Applied Science
Palo Alto College
San Antonio, TX12.2021
Skills
- Project Management
- Special Requests
- Call Centers
- Carrier Relations
- Effective Written and Verbal Communication
- High-Volume Call Environments
- Sales and Upselling
- Call Volume and Quality Metrics
- Good Communication Skills
- Excellent Written and Oral Communication
Certification
CPR (CPR) - American Heart AssociationSkillsadministration administrative support artificial intelligence balance benefits administration billing business correspondence catalogs clerical communication skillsJazmin Galaviz - page 3
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Specialist
Maximus
05.2022 - Current
Admission Records Clerk
Palo Alto College
09.2019 - 03.2020
Collections Representative
SWBC
01.2017 - 04.2017
Customer Support Specialist
SWBC
02.2016 - 01.2017
High School Diploma -
Palo Alto College
Associates Degree - Applied Science
Palo Alto College