Joann Rodriguez
Customer Service Professional
Houston,Texas
Summary
Customer Service Expert who is Organized and detail-oriented Investigator dedicated to improving efficiency, productivity and profitability through continuous process improvement. Analytical thinker skilled at developing innovative solutions to complex problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. 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 and providing customized solutions to build loyalty. Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
26
26
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
2
2
Language English & Spanish
Work History
Customer Service Resolution Specialist
Asurion Insurance Services
Houston, TX
03.2020 - Current
- Collaborated with [Type] teams to resolve customer complaints and drive customer experience.
- Identified and assessed customer's needs quickly and accurately.
- Defined loyalty offer strategy to maximize ROI while staying within budget constraints.
- Completed retention-focused projects from scoping through execution.
- Recorded details of conversations, complaints and actions taken in CRM.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing and support policies and procedures.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Cross-trained and provided backup support for organizational leadership.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Managed timely and effective replacement of damaged or missing products.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Developed and updated databases to handle customer data.
- Implemented and developed customer service training processes.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Investigated and resolved accounting, service and delivery concerns.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Trained staff on operating procedures and company services.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and team productivity by promoting operational best practices.
- Promoted available products and services to customers during service, account management, and order calls.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Sought ways to improve processes and services provided.
- Created and maintained detailed database to develop promotional sales.
Affordable Care Act /Customer Service Representative Team Lead
Maximus Federal Services
Brownsville, TX
01.2019 - 03.2020
- Left in February due to relocating to Houston,Texas, 4100
- My responsibilities included answering OBAMACARE Enrollees with their Health care policy, benefits, claim, billing, renewing Member ID cards, updating primary care physician information, finding health care providers who were network providers and all things related to their health care policy
- I would assist both English and Spanish speaking members.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Created reporting systems to track customer service performance and improve insight.
- Developed customer service initiatives to improve performance and uplift satisfaction scores.
- Implemented company policies and procedures for professional, cohesive customer care.
- Managed customer service budgets for cost-effective staff and resource allocation.
- Built positive rapport and relationships for high levels of customer satisfaction.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Led customer service projects to address and achieve key business objectives.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Implemented customer service policies and procedures for consistent performance standards.
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Onboarded and trained customer representatives to meet performance and service goals.
- Assessed customer service data to identify and address improvement opportunities.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promoted available products and services to customers during service, account management, and order calls.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Implemented and developed customer service training processes.
- Delivered prompt service to prioritize customer needs.
- Trained staff on operating procedures and company services.
- Met customer call guidelines for service levels, handle time and productivity.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Created and maintained detailed database to develop promotional sales.
- Increased efficiency and team productivity by promoting operational best practices.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Claims adjuster
MAXIMUS FEDERAL
Houston, TX
01.2017 - 03.2020
- Expert for ATT
- Call center representative for phone & home electronics claims
- Verified insurance claims and determined fair amount for settlement.
- Examined claims forms and other records to determine insurance coverage.
- Answered customer questions regarding deductibles.
- Reviewed police reports, medical treatment records, and physical property damage to determine extent of liability.
- Prepared summaries of damage, payments, and policy coverage.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Organized, planned and documented materials for claims.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Substantiated legitimate claims and denied unjustified claims.
- Maintained suspicious claims database and prepared reports for supervisors.
- Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Trained other claims staff members on proper handling and evaluation of injury claims.
- Researched and analyzed policy contracts to verify proper payment of claims.
- Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
- Documented all investigation activity and presented reports to management.
- Worked with private investigators and attorneys on preparation of evidence, witness statements and other documentation in preparation for trial.
- Resolved complex, severe exposure claims using high service oriented file handling.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Reviewed and analyzed suspicious and potentially fraudulent insurance claims.
- Followed up with insured individuals regarding premium and deductibles payments.
- Established productive working relationships with public officials and law enforcement officers.
- Assisted homeowners by coordinating vendor services, emergency repair, cleaning and contractors.
- Clarified coverage of losses to policyholders and provided assistance in itemizing damages and finding alternative living arrangements.
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Researched claims and incident information to deliver solutions and resolve problems.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Identified suspicious losses and contacted manager for investigative assistance.
- Followed up on potentially fraudulent claims initiated by claims representatives.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Maintained contact with claimants and attorneys to determine treatment status.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Analyzed information gathered by investigation and report findings and recommendations.
- Investigated and assessed damage to property and reviewed property damage estimates.
Customer Service Representative
Teleperformace, 3355 Boca Chica Blvd, United Health Care
Brownsville, TX
01.2016 - 04.2018
- Medicaid Enrollees with their Health care policy, benefits, claim, billing, renewing Member ID cards, updating primary care physician information, finding health care providers who were network providers and all things related to their health care policy
- I would assist both English and Spanish speaking members
- I was responsible for reviewing medical claims that were in dispute and had to work with several different departments as well as the doctors’ offices as well at times.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered constant flow of customer calls with minimal wait times.
- Provided primary customer support to internal and external customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Created and maintained detailed database to develop promotional sales.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Cross-trained and provided backup support for organizational leadership.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Assistant Manager / Server
W1N Sports Bar & Grill
Brownsville, TX
- In charge of overseeing all aspects of the restaurant
- Responsible for all the service management
- Making sure servers perform all their duties
- Prep utensils, organize the restaurant, restrooms, and maintain a atmosphere in ordinance with TABC & Food Handlers regulations
Operations Manager / Personal Training
TRUFIT ATHLETIC CLUBS
01.2017 - 01.2019
- In Charge of overseeing all operations of the gym
- Ordering Supplies, equipment Repair Orders, New Equipment, Overseeing Sales Operations and Fitness Orientations for Members
- Alpha Fitness GYM HIIT _ Coach - One on One Personal Training -Boot Camp Coach _ Women’s Booty Class Coach
CSR/ Customer Service Representative
Qualfon, AT&T/DIRECT TV
Harlingen, TX
10.2016 - 03.2017
- I was required to greet, answering inbound calls, triaging customer needs, problem solving, processing transactions and assist in selling a variety of AT&;T products and services.
Office Assistant - Insurance Agent
Apexx Insurance
Brownsville, TX
01.2013 - 06.2016
- My responsibilities include providing personal, auto, home insurance quotes
CSR / Customer Service Representative
DISH Network, SLING TV
Grimes, St Harlingen, TX
- VOE@DISH.COM Fax, DISH / Sling TV
- I would take inbound phone calls as well as Chat customer service representative
- Contact from customers from across the country and assist them with customer service questions, billing inquiries.
Customer Service Representative
United HealthCare
Harlingen, TX
10.2010 - 04.2013
- My responsibilities included answering United Health Care Medicaid Enrollees with their Health care policy, benefits, claim, billing, renewing Member ID cards, updating primary care physician information, finding health care providers who were network providers and all things related to their health care policy
- I would assist both English and Spanish speaking members
- I was responsible for reviewing medical claims that were in dispute and had to work with several different departments as well as the doctors’ offices as well at times
- I was also responsible for the de-escalation calls should our members become upset over anything they were not in favor with
- I would follow a script and would end the call by providing additional benefits the member could add to their policy
- I was also responsible for monitoring calls of other customer care professionals to ensure quality and HIPPA Guidelines
- I would work with several different systems and was constantly being trained on new systems as well as any changes to the United Health Care benefits, provider network status and all things related to the benefits themselves.
Customer Care Professional
Orion Marketing
Brownsville, TX
01.2008 - 07.2010
- My responsibilities were to answer call for Bank of America Customers who were interested in Home Equity Loans bilingual customer representative
- I would follow a script and use several different computer systems and work with several different banking departments to try and gather several different options for our Bank of America customers who were calling in to inquire about how to get a home equity loan.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service
American Customer Care
Brownsville, TX
03.2002 - 02.2008
- Job Responsibilities included answering bilingual phone calls for Time Life Customers and assisting them with their subscription
- I followed a script and would upsell the customer before ending the phone call
- I was constantly training on new product information and system updates as well
- I would also take payments via check or credit card or provide the address for Time Life where our customers could mail in checks or money orders.
Education
Rivera High school Brownsville
Bachelor of Arts - Social Psychology
The University of Texas At Brownsville And Texas Southmost College
Brownsville, TX 09.2003 - 06.2008
Skills
I have all basic office skills, computers, answering telephones, calculators, typing, scanning, copier, emails, fax and all office equipmentI have experience with all word and office systemsI am an excellent listener and have very soft speaking skills and easily build rapport with all my customers
Interior water damage background
Insurance policy coverage knowledge
CCC Pathways
Automobile claims specialist
Underwriting knowledge
Policy investigations
Valuation knowledge
Familiar with fraud statutes
Microsoft Word
Highly motivated
Risk management
Microsoft Publisher
ClaimsPro
Advanced computer skills
Advanced oral and written communication skills
Data analysis
Medical terminology knowledge
Receiving support
Shipping procedures understanding
Multi-line phone talent
Professional telephone demeanor
Order fulfillment
Key stakeholder relationship building
Account management
Recordkeeping strengths
Staff education and training
Complaint resolution
Service standard compliance
POS systems expert
Strategic sales knowledge
Certification
ADDITIONAL
Additional Information
- Authorized to work in the US for any employer
Timeline
Customer Service Resolution Specialist
Asurion Insurance Services
03.2020 - Current
Affordable Care Act /Customer Service Representative Team Lead
Maximus Federal Services
01.2019 - 03.2020
Claims adjuster
MAXIMUS FEDERAL
01.2017 - 03.2020
Operations Manager / Personal Training
TRUFIT ATHLETIC CLUBS
01.2017 - 01.2019
CSR/ Customer Service Representative
Qualfon, AT&T/DIRECT TV
10.2016 - 03.2017
Customer Service Representative
Teleperformace, 3355 Boca Chica Blvd, United Health Care
01.2016 - 04.2018
Office Assistant - Insurance Agent
Apexx Insurance
01.2013 - 06.2016
Customer Service Representative
United HealthCare
10.2010 - 04.2013
Customer Care Professional
Orion Marketing
01.2008 - 07.2010
Bachelor of Arts - Social Psychology
The University of Texas At Brownsville And Texas Southmost College
09.2003 - 06.2008
Customer Service
American Customer Care
03.2002 - 02.2008
Assistant Manager / Server
W1N Sports Bar & Grill
CSR / Customer Service Representative
DISH Network, SLING TV
Rivera High school Brownsville