Jillian Grace Silvia

• Managed customer accounts and addressed inquiries effectively.
• Coordinated service delivery and ensured client satisfaction consistently.
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• Collaborated with sales teams to enhance customer relationship strategies.
• Analyzed customer feedback to improve service processes and offerings.
• Provided product knowledge training to clients for better usage understanding.
• Assisted sales team members with developing business proposals for existing clients.
• Coordinated with other departments to ensure customer orders were fulfilled in a timely manner.
• Enter quotes and orders in a 24 time span efficiently.
• Has the ability to locate information in a timely manner if I’m not able to properly answer a question.

• Greeted patients warmly and professionally upon arrival at the clinic.
• Managed patient check-in and check-out processes efficiently.
• Scheduled appointments using electronic health record systems.
• Answered multi-line phone system, directing calls to appropriate staff.
• Assisted patients with insurance verification and inquiries about services.
• Maintained organized front desk area to ensure a welcoming environment.
• Collaborated with medical staff to streamline patient flow and communications.
• Handled confidential patient information in compliance with HIPAA regulations.
• Answered incoming calls, redirected callers to the appropriate personnel or department and took messages as needed.
• Greeted customers warmly and made them feel welcome.
• Provided excellent customer service by responding quickly to inquiries via phone or email in a professional manner.

High volume call center, work from home,

Fast pace work environment taking 80-120 calls per day.

Using two monitors, head set and lap top. Maneuvering between all three. Outbound and inbound calls.

Sending emails, scheduling, logging information, accessing customers accounts, shutting cards down and replacing cards. Providing proper information to complete fraud report with credit union involved.

l work in a remote fast-paced inbound queue where customers, transferring agents and potential fraudsters may be routed. My primary responsibility will be to mitigate risk by completing enhanced verification to clear fraud concerns for our customers so they can continue to use their Capital One credit card. Excellent problem solving skills, and able to continue to deliver Capital One’s standard for world class service on every call.Excellent verbal and written communication skills. A passionate customer service advocate with strong critical thinking skills.

Strong time management/multi-tasking skills in a virtual environment.

Exceptional listening, questioning and technical troubleshooting techniques. Ability to deescalate customers and provide an exceptional customer experience. High level of autonomy, self motivation and ethical self-management. Reliable and predictable attendance. Ability to sit in front of a PC/monitor, fielding phone calls using multiple systems for extended periods of time.

• Providing premiere customer service with a smile while maintaining a positive attitude in every situation, and always being empathetic with customers while representing my own core values
• Vast knowledge around Western Union and the corresponding laws, as well as managing various other money services
• Extensive administration experience, including faxing, filing, training other employees, hosting pre and post orientations, drug screenings, job class training, answering phones promptly, directing calls, ordering supplies, coordinating the front end in an organized manor, calling other associates in for shifts when we are short handed, opening and closing the cash office, stocking supplies in office and reordering when needed
• Overseeing interviews, scheduling, hiring, Workman's Compensation, etc
• Additionally, years of experience coordinating multiple store events for the community as well as non-profit organizations.