Jose Claudio
Wilmington,DE
Summary
Dynamic professional with extensive experience in customer relationship management, excelling in issue resolution and service assistance. Proven track record of enhancing client satisfaction through effective communication and tailored solutions. Skilled in driving business growth while fostering strong relationships, leveraging both technical expertise and interpersonal skills to deliver exceptional results.
Overview
6
6
years of professional experience
Work History
Soultion Specialist
Berkley One
Wilmington, DE
07.2024 - Current
- Customer Policy Support: deliver a personalized, effortless experience for our customers via phone, email, or chat. Handle customer transactions smoothly, accurately, and the first time final. Be an advocate for the company during first notice of loss interactions by displaying empathy, and ensuring the situation is properly handled.
- Agency Policy Support: act as the primary point of contact for agents to get their Berkley One questions resolved. Process individual policy work submitted by the agents via phone, email, or chat. Answer policy inquiry questions, and assist the agency with handling servicing needs. Assist agents with finishing their quotes and converting them into policies. Combine your sales and system savvy to drive profitable growth for the organization.
- Agent Technical Support and Training: help agents with access, passwords, and a myriad of other tasks. Remote into their computers to show them how to work in the system, in real time. Provide "in-the-moment" training on the Customer Portal and Customer Mobile App, so the agent is empowered to share with customers.
Relationship Manager
Barclays
Wilmington, DE
03.2023 - 04.2024
- Identified customer needs, developed customized solutions, and provided knowledgeable advice.
- Developed and maintained strong relationships with clients to ensure satisfaction and loyalty.
- Established strong client relationships to drive business development.
- Achieved client loyalty through quality, productivity, service and proactive management.
- Resolved escalated customer issues efficiently and effectively within established timelines.
- Delivered positive experiences to customers at every touch point through clear communication and implementing strategies to improve satisfaction.
Provider Information Management Representative
Highmark Blue Cross Blue Shield
Wilmington, DE
05.2022 - 02.2023
- Load and maintain provider demographic information and credentialing files, as well as load and maintain provider source verification information in HC3, the credentialing, contracting and communication system
- Provide support and input in system testing
- Analyze corrective updates from various quality control reports to ensure provider data accurately reflects current data
- Interact with all levels of management to analyze provider files issues, network status, claims, directory.
Senior Customer Service Representative
Highmark Blue Cross Blue Shield
Wilmington, DE
04.2022 - 05.2022
- Conducted customer service training for new hires.
- Consulted with customers regarding needs and addressed concerns.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Resolved escalated customer complaints in a timely manner.
- Oversaw and guided team of 4 to handle customer call escalations, training and mentoring new employees on customer service and order processing.
- Responded promptly to inquiries from customers about products or services.
Associate Customer Service Representative
Highmark Blue Cross Blue Shield
Wilmington, DE
06.2019 - 05.2022
- Provided primary customer support to internal and external customers in fast-paced environment
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services, and company information
- Prepares adjustments for services not properly processed, either systematically, or by forwarding area for follow up resolutions.
Education
Bachelor's Degree in Business Administration And Management -
Wilmington University
New Castle, DE06.2021
High School Diploma in General Studies -
Glasgow High School
Newark, DE01.2014
Skills
- Customer Relationships
- Relationship Management
- Issue Resolution
- Excellent Communication
- Service assistance
- Solution management
- Banking
- Relationship Building
- Customer Service
Languages
Spanish
Timeline
Soultion Specialist
Berkley One
07.2024 - Current
Relationship Manager
Barclays
03.2023 - 04.2024
Provider Information Management Representative
Highmark Blue Cross Blue Shield
05.2022 - 02.2023
Senior Customer Service Representative
Highmark Blue Cross Blue Shield
04.2022 - 05.2022
Associate Customer Service Representative
Highmark Blue Cross Blue Shield
06.2019 - 05.2022
Bachelor's Degree in Business Administration And Management -
Wilmington University
High School Diploma in General Studies -
Glasgow High School
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