Jessica Murillo
Houston
Summary
Customer service representative with strong expertise in managing inquiries and claims processing. Delivers solutions that enhance customer experiences and drive service improvements. Proven ability to establish rapport with clients and contribute to team success. Committed to maintaining customer satisfaction and fostering partnerships to support business growth.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
Friends Insurance
Houston
03.2023 - 01.2026
- Responded to customer concerns with empathy and effective solutions.
- Assisted customers with insurance inquiries and policy information.
- Provided support to clients navigating policy changes and renewals.
- Educated customers on coverage options and benefits effectively.
- Processed claims and maintained accurate customer records.
- Handled escalated issues, ensuring prompt resolution and satisfaction.
- Utilized CRM software to track interactions and follow-ups efficiently.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Call Center Representative
Community Health Choice
Houston
08.2021 - 01.2023
- Assisted members with inquiries regarding health plan benefits and services.
- Educated callers on enrollment procedures and eligibility requirements for health plans.
- Managed high call volumes while maintaining professionalism and patience.
- Collaborated with team members to resolve complex member issues effectively.
- Documented member interactions accurately in the customer relationship management system.
- Collected deposits or payments and arranged for billing.
- Supported sales team members to drive growth and development.
Education
High School Diploma -
Morton Ranch H.s
TX06-2010
Skills
- Claims management
- Health plan benefits
- Policy education
- CRM software usage
- Customer relationship management
- Call handling
- Escalation handling
- Billing procedures
- Problem resolution
- Teamwork strategies
- Multitasking and organization
- Communication techniques
Languages
Spanish
Native/ Bilingual
Timeline
Customer Service Representative
Friends Insurance
03.2023 - 01.2026
Call Center Representative
Community Health Choice
08.2021 - 01.2023
High School Diploma -
Morton Ranch H.s