Karely Carreto Olvera
Tampa,FL
Summary
Reliable and hardworking bilingual employee with excellent customer service, multitasking and time management abilities.
Overview
4
4
years of professional experience
Work History
Bilingual Call Center Operations II
Maximus
02.2022 - Current
- Took ownership of transferred calls from Tier 1 representatives and further assisted consumers to resolve complex situations.
- Handled customer service issues by providing guidance or escalating for advanced revision.
- Maintained strong call control and quickly worked through scripts to address problems.
Tenured CSR
Maximus
11.2022 - 12.2022
- Kept track of attendance for newly hired CSRs, and reported it to Supervisors.
- Monitored the productivity and provided constructive feedback to the CSRs in Nesting.
- Helped the new CSRs familiarize themselves to the next generation desktop (NGD) system and scripts to handle inbound calls.
- Managed communication with other Tenured CSRs and Supervisors to ensure a productive training environment.
Bilingual Call Center Operations I
Maximus
11.2020 - 02.2022
- Handled calls with open and clear communication skills to quickly get to root of each matter.
- Assisted consumers with reporting any important life events to their current application to process accurate eligibility results.
- Analyzed consumers' needs and financial situations to help them enroll into a suitable health plan.
- Navigated through the next generation desktop (NGD) system to review account details; such as data matching issues (DMI), to relay accurate information to consumers and resolve certain issues as trained.
Education
High School Diploma -
Dr. Earl J. Lennard Highschool
Ruskin, FL07.2020
Skills
- Organized
- Detail-oriented
- Team player
- Outstanding Computer Skills
- Proficient in MS Office (Word, Powerpoint, Excel)
- Data Entry/Accuracy
- Professional telephone demeanor
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Tenured CSR
Maximus
11.2022 - 12.2022
Bilingual Call Center Operations II
Maximus
02.2022 - Current
Bilingual Call Center Operations I
Maximus
11.2020 - 02.2022
High School Diploma -
Dr. Earl J. Lennard Highschool
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