Karen Mancilla
Houston
Summary
Professional Call Center Customer Service Representative committed to providing courteous, prompt, detailed and accurate support. Experience managing outbound and inbound calls and handling emergency issues with patience and tact.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Medicare Customer Service Representative
Everise
10.2023 - 04.2024
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
Customer Service Representative
Inframark
04.2021 - 08.2023
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for services and company information.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Updated account information to maintain customer records.
Email Support Representative
Inframark
04.2021 - 08.2023
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Provided exceptional service under tight deadlines during peak periods, maintaining composure while managing a high workload efficiently.
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Created user accounts and assigned permissions.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
Sales Representative Assistant Manager
Optimal Wireless
11.2016 - 02.2021
- Achieved sales goals and service targets by leveraging interpersonal communication skills and product knowledge to cultivate and secure new customer relationships.
- Trained new sales representatives on sales strategies and processes to reduce process gaps.
- Built relationships with customers and community to establish long-term business growth.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Led solution selling strategy initiatives to maximize sales.
- Directed work of efficient administrative team maintaining accurate sales, inventory and order documentation.
- Organized promotional events and interacted with community to increase sales volume.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Hired sales representatives.
Education
High School Diploma -
Crockett High School
Crockett, TXSkills
- Problem solver
- Strategic account development
- Direct sales
- Account management
- Sales presentations
- Coaching and mentoring
- Sales Reporting
- Solution selling
- Sales processes
- Customer Data Confidentiality
- Understanding Customer Needs
- Call Documentation
- Answering Customer Questions
- Critical Thinking
- Team-Oriented and Cooperative
- Call Volume and Quality Metrics
- Computer Proficiency
- Answering Emails
- Microsoft PowerPoint
- Assisting Dispatch
Certification
- Certified Nurse Assistant (CNA)
Additional Information
. Bilingual
.English
.Spanish
Languages
Spanish
Native or Bilingual
Timeline
Medicare Customer Service Representative
Everise
10.2023 - 04.2024
Customer Service Representative
Inframark
04.2021 - 08.2023
Email Support Representative
Inframark
04.2021 - 08.2023
Sales Representative Assistant Manager
Optimal Wireless
11.2016 - 02.2021
High School Diploma -
Crockett High School
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