John Valenzuela
Jacksonville,FL
Summary
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.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Aetna, a CVS Health Company
11.2021 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Clarified customer issues and determined root cause of problems to resolve service complaints.
- Met customer call guidelines for service levels, handle time and productivity.
Customer Service Subcontractor
AT&T
02.2013 - 09.2021
- Delivered high level of service to all customers and effectively resolved issues.
- Gathered, organized and input information into digital database.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Provided exceptional customer service by addressing client concerns promptly and professionally, resulting in repeat business and referrals.
- Facilitated problem resolution among team members, addressing conflicts promptly to minimize delays in project timelines.
- Answered constant flow of customer calls.
Customer Service Representative
Aetna
08.2007 - 01.2013
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Responded to customer requests for products, services, and company information.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Assisted clients in filing claims, coordinating with adjusters to expedite the process and secure fair settlements.
Customer Service Representative
ADT Security Services
01.2002 - 08.2007
- Managed high call volume with high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High school diploma -
John F. Kennedy High School
Richmond, CA06.1986
Skills
- Dedicated
- Punctual
- Team Player
- Motivated
- Fast Learner
- Communication Expert
- Organizational Skills
- Typing
- Data entry
- Active Listening
- Critical Thinking
- Professional telephone demeanor
Personal Information
- Title: Highly Experienced CSR
- Work Permit: Authorized to work in the US for any employer
Timeline
Customer Service Representative
Aetna, a CVS Health Company
11.2021 - Current
Customer Service Subcontractor
AT&T
02.2013 - 09.2021
Customer Service Representative
Aetna
08.2007 - 01.2013
Customer Service Representative
ADT Security Services
01.2002 - 08.2007
High school diploma -
John F. Kennedy High School
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