Juanita Orozco
Elk Grove,CA
Summary
Adept at enhancing customer satisfaction and retention, my tenure at ACUMEN LLC honed my skills in complaint handling and CRM software, achieving a notable increase in client loyalty. Leveraging exceptional communication and problem-solving abilities, I excel in fast-paced environments, consistently meeting deadlines and exceeding service expectations.
Overview
8
8
years of professional experience
Work History
Client Service Agent- WFH
ACUMEN LLC
12.2023 - 09.2024
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
- Reduced response time to client inquiries by implementing an efficient ticketing system.
- Actively participated in cross-functional teams focused on improving overall company performance.
- Conducted regular follow-ups with clients to ensure satisfaction and address any concerns promptly.
- Implemented process improvements that resulted in increased efficiency within the Client Service department.
- Delivered comprehensive product knowledge to clients, enabling informed decision-making on their part.
- Provided exceptional support to clients by identifying their needs and offering tailored solutions.
- Supported sales efforts by providing pre-sales assistance and post-sales follow-up as needed.
- Developed customized reports for clients that provided valuable insights into their account activity.
- Coordinated with other departments to resolve client issues efficiently and effectively.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Investigated and resolved customer inquiries and complaints quickly.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Internal Auditor-Fruadulent Claims- WFH
EDD/ MANPOWER
10.2021 - 11.2023
- Assisted in the preparation of audit reports that clearly communicated findings and recommendations to key stakeholders.
- Performed internal audits of financial and departmental operations, developing risk assessments and conducting process walkthroughs for compliance with documented processes.
- Identified and reported audit issues.
- Investigated discrepancies discovered during auditing process.
- Contributed to a positive work environment by collaborating effectively with colleagues across all levels of the organization.
- Enhanced internal control systems by conducting thorough risk assessments and implementing effective audit recommendations.
- Improved operational efficiency by identifying and addressing financial discrepancies through meticulous examination of financial records.
- Conducted training sessions for staff members on best practices in internal auditing, fostering a culture of continuous improvement.
Schedule Coordinator- Call Center WFH
TriWest Healthcare Alliance
10.2016 - 07.2021
- Enhanced customer satisfaction with timely coordination of appointments and updating patients records.
- Answered high volume inbound calls on a timely basis.
- Navigated through 5 systems to build, track and monitor patients request.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Streamlined internal communication, ensuring accurate and up-to-date schedule information for all team members.
- Managed last-minute schedule changes with minimal disruption to daily operations or customer service levels.
- Enhanced customer satisfaction with timely coordination of appointments and service requests.
- updating records with updated notes for tracking conversation purposes.
- updating insurance information and verifying insurances along with patient deductible.
- Improved organization by maintaining comprehensive schedule logs.
- Managed multiple calendars to support diverse team needs and priorities.
Education
Associate of Science - Medical Billing And Coding
ASHER COLLEDGE
1215 Howe Ave Ste 101, Sacramento, CA 95825 10.2015
Skills
- Complaint Handling with High Volume inbound calls
- Performance Tracking
- updating insurance information
- processing new orders and verification of insurance
- Client Support
- Follow-up skills
- Payment Processing
- Meeting deadlines
- Order Processing
- Customer Education
- Account Management
- Service Recommendations
- Database Management
- System Documentation
- Escalation management
- Customer Service
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Attention to Detail
- Multitasking Abilities
- Calm and Professional Under Pressure
- Reliability
- Excellent Communication
- Computer Skills
- Understanding Customer Needs
- Customer service excellence
- Organizational Skills
- CRM software knowledge
- Client Retention Strategies
Timeline
Client Service Agent- WFH
ACUMEN LLC
12.2023 - 09.2024
Internal Auditor-Fruadulent Claims- WFH
EDD/ MANPOWER
10.2021 - 11.2023
Schedule Coordinator- Call Center WFH
TriWest Healthcare Alliance
10.2016 - 07.2021
Associate of Science - Medical Billing And Coding
ASHER COLLEDGE
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