JOHANA CHAVIRA
Albuquerque,USA
Summary
Service-focused Customer Service Representative dedicated to maximizing satisfaction and retention with proactive attention to individual customer needs. Smoothly handles questions and resolves concerns with great problem-solving abilities and attention to detail. Multitasks and manages time well to consistently meet performance targets.
Overview
2
2
years of professional experience
Work History
Agent at Home Health
Ttec (TeleTech) - HealthCare Solutions
Albuquerque, N.M
08.2024 - Current
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Provided excellent customer service by responding to inquiries in a timely and professional manner.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Bilingual CSR
First Financial Credit Union
Albuquerque, USA
03.2024 - 07.2024
- Participated in workshops and training sessions to improve personal skills and job performance
- Maintained up-to-date knowledge of product information to assist customers effectively
- Resolved customer inquiries via phone, email, and live chat support
- Upsold and cross-sold items to customers and consistently exceeded expectations
- Reviewed customers' claims and documentation to assess validity of claims and determine eligibility for different solutions
- Provided translations for customers seeking information unavailable in required language
- Accepted transfer calls to offer interpretation services for non-English-speaking customers
- Post and process member financial transactions; including but limited to, deposits, withdrawals, and loan payments
- Sell money orders and cashier checks to members; transfers amounts from member accounts as directed and provide Notary services
- Assist with member service requests which include but limited to address changes, debit card issuance and opening deposit accounts
- Answer and resolve member inquiries
- Conduct research on member accounts as required or requested
Bilingual Customer Service Representative
Alorica
Albuquerque, USA
05.2023 - 02.2024
Education
GED -
Aztec High School
Aztec, NM05.2022
Licenciada En Criminología - Criminology
Centro Cultura Universitario
Chihuahua, MéxicoSkills
- EXCELLENT WRITTEN
- VERBAL
- ANALYTICAL
- PROBLEM-SOLVING SKILLS
- PROFICIENT IN WINDOWS ENVIRONMENT
- MICROSOFT PRODUCTIVITY SOFTWARE
- REFUNDS PROCESSING
- ORDER PROCESSING
- CUSTOMER EDUCATION
- ACTIVE LISTENING
- MEMBER ACCOUNT MANAGEMENT
- TECHNICAL SUPPORT
- BANKING OPERATIONS SUPPORT
- CUSTOMER SERVICE
- CALL CENTER OPERATIONS
- CALL CENTER PROCEDURES
Languages
- Spanish, Fluent
- English, Advanced
Timeline
Agent at Home Health
Ttec (TeleTech) - HealthCare Solutions
08.2024 - Current
Bilingual CSR
First Financial Credit Union
03.2024 - 07.2024
Bilingual Customer Service Representative
Alorica
05.2023 - 02.2024
GED -
Aztec High School
Licenciada En Criminología - Criminology
Centro Cultura Universitario