Kiana Fernandez
San Antonio,TX
Summary
Upbeat, knowledgeable, and efficient Member Services Representative equipped to managing positive member interactions and provide exemplary customer service. Promote products and services, answer questions, and seek timely resolutions to satisfy members and maintain high productivity. Excellent communicator with attention to detail and good account management skills.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Technical Repair Agent
Spectrum, charter communication
El Paso, TX
11.2021 - 04.2025
- .Resolved customer inquiries and technical issues through chat support for home internet, television, and phone services. Took over 100 chats a day
- Diagnosed and repaired customer equipment issues, ensuring optimal performance and satisfaction.
- Collaborated with team members to streamline repair processes, enhancing workflow efficiency.
- Provided technical support to customers, addressing inquiries and troubleshooting effectively.
- Implemented quality control measures to improve service reliability and reduce repeat repairs.
- Analyzed recurring equipment failures to identify trends and recommend preventive solutions.
- Led initiatives to enhance repair turnaround times, contributing to improved customer experience.
- Collaborated with team members to optimize workflow and improve overall service quality.
- Resolved escalated customer complaints, demonstrating empathy and professionalism while finding satisfactory solutions.
- Maintained accurate records of repairs, ensuring proper tracking and inventory control.
- Enhanced customer satisfaction by troubleshooting and repairing electronic devices in a timely manner.
Customer Service Representative
Cigna healthspring
El paso, Tx
10.2020 - 11.2021
- Back to back incoming calls
- Provided solutions, recommendations, and replacements, using an empathetic approach and demeanor
- Managed inbound and outbound calls to respond to inquiries and resolve concerns.
- Connected and empathized with people to foster trust and helped clients find answers to insurance challenges.
- Monitored insurance claims to ensure equitable settlements.
- Calculated premiums and establish payment method.
- Listened actively to prospective client needs and developed best health insurance solution to fit needs.
- Followed through with processes such as medical examinations and the completion of all forms to process new policies.
- Coordinated referrals to both medical and non-medical programs in support of participants' current requirements and goals.
- Collected and analyzed data, prepared reports, and continuously improved health program activities.
- Researched various health issues to properly prepare and disseminate up-to-date health information.
- Dealt with reprocessing claims
- Created medical authorizations for member
- Created medical appeals
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline service processes and improve response times.
- Resolved complex customer service issues with empathy and professionalism.
- Developed scripts for handling frequently asked questions, improving response consistency.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Education
High School Diploma -
Penn Foster
El Paso, Tx11.2026
High School Diploma -
El Paso Community College
El paso, TxBasics - undefined
Clint high school
El paso, Tx06.2016
Skills
- Customer service
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Complaint handling
- Complaint resolution
- Customer satisfaction measurement
- Data collection
- De-escalation techniques
- Building rapport
- Technical support
- Live chat support
- Customer education
Certification
- Licensed [Job Title] - [Timeframe]
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Technical Repair Agent
Spectrum, charter communication
11.2021 - 04.2025
Customer Service Representative
Cigna healthspring
10.2020 - 11.2021
Basics - undefined
Clint high school
High School Diploma -
Penn Foster
High School Diploma -
El Paso Community College