Kheila Perez
Summary
Strengthening prior employers by bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Customer Service 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 helping others and always maintaining positive, professional, and appropriate customer service skills.
Overview
9
9
years of professional experience
Work History
Health Insurance Agent
Tranzact Insurance Solutions
06.2021 - 06.2022
- Educated clients about health insurance coverage options, benefits and costs.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making.
COVID-19 Vaccination Appointment Setter
MCI Telecommunications
01.2021 - 06.2021
- Answered phone calls and answered questions from potential customers.
- Acted as first point of contact and set appointments for prospective clients.
- Scheduled and confirmed appointments and meetings for senior management team.
Package Handler
FedEx
12.2020 - 01.2021
- Followed safety regulations to maintain safe work environment.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used hand-held scanners and physical logs to accurately track item movements.
Executive Administrative Assistant
Lee County Bar Association
05.2018 - 10.2019
- Handled scheduling for executive's calendar and prepared meeting agenda and materials.
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Coordinated and booked airfare, hotel and ground transportation and prepared itinerary to facilitate successful trips.
- Produced accurate office files, updated spreadsheets, and crafted presentations to support executives and boost team productivity.
- Handled confidential and sensitive information with discretion and tact.
- Scheduled appointments and handled calenders for senior leadership.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Filed paperwork and organized computer-based information.
- Updated and maintained confidential databases and records.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
Lawyer Referral Service Coordinator
Lee County Bar Association
05.2018 - 10.2019
- Recruited Attorneys to participate in the Lawyer Referral Service to provide legal counsel for the community at a low-cost rate.
- Created and managed a new attorney application process to participate in the Lawyer Referral Service program.
- Handled yearly membership fees for participating attorneys.
- Encouraged citizens to consult with the appropriate attorney based on their legal concerns.
- Managed all events pertaining to the cause of the Lawyer Referral Service program.
- Assessed customer needs and developed solutions to meet needs.
- Developed productive working relationships with churches, schools, government agencies, and charitable organizations.
- Prepared reports on service performance metrics and key indicators for management review.
- Conducted regular reviews of operations and identified areas for improvement.
Call Center Representative
Lynx Services
01.2017 - 09.2017
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Attended telephone skills and program information training sessions to boost aptitude.
Call Center Representative
Southern Answering Service
12.2015 - 12.2016
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Responded and answered to many major Medical facilities in the Bay area to page on-call physicians.
Cashier
7 Eleven Gas Station
02.2014 - 12.2015
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
Customer Service Team Leader
Sweetbaysupermarket
05.2013 - 02.2014
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Conducted regular staff meetings to discuss customer service issues and potential solutions.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Education
High School Diploma -
Mariner High School
Cape Coral, FLSkills
- Health Insurance Industry Knowledge
- Strategic Initiatives
- Referral Generation
- Call Control
- Customer Care
- Billing Procedures
- Asset Protection
- Office Operations
- Marketing Strategy Development
- Insurance Eligibility
- Cold Calling
- Customer Experience
Timeline
Health Insurance Agent
Tranzact Insurance Solutions
06.2021 - 06.2022
COVID-19 Vaccination Appointment Setter
MCI Telecommunications
01.2021 - 06.2021
Package Handler
FedEx
12.2020 - 01.2021
Executive Administrative Assistant
Lee County Bar Association
05.2018 - 10.2019
Lawyer Referral Service Coordinator
Lee County Bar Association
05.2018 - 10.2019
Call Center Representative
Lynx Services
01.2017 - 09.2017
Call Center Representative
Southern Answering Service
12.2015 - 12.2016
Cashier
7 Eleven Gas Station
02.2014 - 12.2015
Customer Service Team Leader
Sweetbaysupermarket
05.2013 - 02.2014
High School Diploma -
Mariner High School
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