KAREN REQUE
Orem,UT
Summary
As a Professional, I have provided world class support to all I work with. I am a self-motivated, goal-driven, and enthusiastic individual. I have fantastic verbal, editing, and writing skills. I employ a great tone, and willingness to do my utmost for my company and members. I have immense attention to detail and I easily multi-task. My background has included managing various accounts and individuals and this path has provided me with a great mind for investigation, teamwork, problem solving, and working independently. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service and Teaching industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE SPECIALIST
CASTLIGHT
11.2021 - Current
- Responsible for providing support, information, and assistance to members on tech issues, points/rewards, find care questions and general inquiries
- Help with appointment scheduling, claims advocacy locating resources, and connecting to appropriate health plan benefits and employer-sponsored offerings
- Coordination of benefits, new or changing health benefit plans, connecting to high quality, in-network providers, and applicable facilities
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Assisted with updating our support Knowledge Base utilizing HTML and Salesforce
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
CUSTOMER SERVICE SPECIALIST SENIOR AGENT
Doterra Essential Oils
08.2020 - 11.2021
- Responsible for providing support, information, and assistance to other member services agents
- Help with escalated situations, provide training/feedback to trainers and team leads, and offer approval for some exceptions
- Coach Call Center agents through diffusing and preventing customer frustration
- Use appropriate resources to educate and empower agents/members.
- Responded to customer calls and emails to answer questions about products and services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction. E.g. Manage over 35 calls and chats per day
- Entered customer interaction details in sales system to track requests, document problems, and record solutions offered.
CUSTOMER SERVICE SPECIALIST
Doterra Essential Oils
06.2020 - 08.2020
- Managed members accounts
- Solved problems and assisted members with their order issues, delivery options, passwords, account information
- Answered commissions-related questions and processed all refund types
- Maintained members accounts updated and error free
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders. E.g. Incrising sales by 10%
- Provided primary customer support to internal and external customers.
- Maintained and managed customer files and databases.
FRAUD & CLAIMS OPS SPECIALIST IV
WELLS FARGO
04.2020 - 06.2020
- Investigate and resolve customer disputes for Online Banking transactions
- Review and resolve Online Banking claims filed by customers
- Research and analyze complex transactions, claims and documentation using multiple online systems
- Assist customer in resolving their claim
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Produced detailed reports of fraud investigations and presented findings to senior management.
- Worked with third-party vendors to access and analyze data and systems.
- Reviewed transactions and receipts to identify any suspicious activity.
FINANCIAL CRIMINALIST SPECIALIST II
WELLS FARGO
11.2019 - 04.2020
- Respond inbound customer inquiries
- Provide secure, reliable and customer friendly claim service
- Use multiple online computer systems with technical proficiency
- Provide accurate and efficient responses while documenting research findings and actions on cases
- Create fraud claims
- Resolve customer disputes
- Executed financial assurance audits and implemented new control points and metrics to support business changes.
- Furnished requested financial data and reports to auditors, regulators and investors and prepared analysis to support risk management.
- Monitored and updated financial plans to comply with client goals.
BILINGUAL CUSTOMER SPECIALIST
JEUNESSE GLOBAL, DRAPER
05.2016 - 08.2019
- Managed 30 distributor accounts
- Maintained distributor accounts updated and error free
- Solved problems and assisted distributors with order issues, commission payment, delivery options, passwords, checking information, etc
- Became VIP Specialist in 2017 and worked with top level distributors
- Coordinated and assisted with international conventions, programs, promotions and webinars
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Portuguese-language inquiries in timely and professional manner.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained and managed customer files and databases.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Professional Development Course For English - Teaching English As A Second Language
Cambridge
Online2014
Skills
- Proficient in Microsoft Office Suite
- Extensive knowledge and experience working with multiple databases
- Extensive experience in customer service and working with wide array of individuals
- Call Volume and Quality Metrics
- Issue and Complaint Resolution
- Customer Information Databases
- Excellent communication skills
- Process Optimization
- Complex Transactions
Languages
Portuguese
Native or Bilingual
Timeline
CUSTOMER SERVICE SPECIALIST
CASTLIGHT
11.2021 - Current
CUSTOMER SERVICE SPECIALIST SENIOR AGENT
Doterra Essential Oils
08.2020 - 11.2021
CUSTOMER SERVICE SPECIALIST
Doterra Essential Oils
06.2020 - 08.2020
FRAUD & CLAIMS OPS SPECIALIST IV
WELLS FARGO
04.2020 - 06.2020
FINANCIAL CRIMINALIST SPECIALIST II
WELLS FARGO
11.2019 - 04.2020
BILINGUAL CUSTOMER SPECIALIST
JEUNESSE GLOBAL, DRAPER
05.2016 - 08.2019
Professional Development Course For English - Teaching English As A Second Language
Cambridge
Similar Profiles
Brittney CapiBrittney Capi
Care Guide Support Specialist at CastlightCare Guide Support Specialist at Castlight
Dinesh Kumar BeuraDinesh Kumar Beura
Product Manager at CastlightProduct Manager at Castlight
SANDEEP PRADHANSANDEEP PRADHAN
Technical Engineering Manager at Castlight Health IndiaTechnical Engineering Manager at Castlight Health India
Abigail KimballAbigail Kimball
Caregiver at LaRae/Bert BroadbentCaregiver at LaRae/Bert Broadbent
Leah SpencerLeah Spencer
Pricing Clerk at WinCo FoodsPricing Clerk at WinCo Foods