LAISSA RODRIGUEZ
Brownsville,TX
Summary
Dynamic bilingual Customer Service Associate with over 5 years of experience delivering exceptional support in fast-paced call centers and remote environments. Expertise in customer retention, issue resolution, and CRM systems drives a commitment to enhancing customer satisfaction and loyalty. Recognized for leveraging analytical thinking and effective communication skills to resolve issues promptly while fostering strong collaboration with cross-functional teams. Proven track record of exceeding performance metrics and delivering outstanding service in diverse settings.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Inside Sales Representative
United Medicare Advisors
Remote
07.2025 - Current
- Evaluated client eligibility and risk factors for Medicare-related plans.
- Analyzed policy options based on client profiles and regulatory guidelines.
- Ensured compliance with underwriting criteria.
- Used Google Sheets to track sales leads and monitor customer interactions effectively.
Member Experience Associate
Alignment Health
09.2024 - 03.2025
- Evaluated 80–120 member accounts daily, assessing eligibility, benefits, and coverage criteria.
- Resolved complex inquiries with a 95%+ first-call resolution rate, improving member satisfaction.
- Identified recurring issues and contributed to process improvements, reducing inquiry volume by 15%.
- Maintained 100% compliance accuracy in documentation and policy interpretation.
- Collaborated across teams to improve workflow efficiency, reducing handling time by 10–20%.
Customer Service Associate
OrthoFi
11.2022 - 07.2024
- Managed 70+ client interactions daily, reviewing financial accounts and payment obligations.
- Processed payments and account updates with 99% data accuracy in CRM systems.
- Reduced response time by 15% through effective use of internal tools and communication channels.
- Assisted clients in understanding financial terms, improving payment compliance rates.
- Boosted team response time by collaborating in real-time via Slack and Google tools.
Retention Specialist
Globe Life
SAN BENITO, TX
07.2023 - 09.2023
- Awarded “Best Retention Specialist” (Aug 2023) for exceptional customer service.
- Implemented strategies that significantly improved customer loyalty and retention.
- Managed high-volume calls while maintaining top-tier service quality.
Customer Service Associate
Conduent
08.2022 - 03.2023
- Delivered high-quality assistance to customers across various platforms.
- Leveraged CRM tools for accurate issue tracking and timely follow-ups.
- Contributed to service improvements by identifying and addressing recurring issues.
Customer Service Representative
Maximus
10.2020 - 01.2021
- Handled 80–100 customer interactions daily across multiple service channels.
- Improved issue resolution efficiency, reducing repeat calls by 10–15%.
- Maintained detailed records with near-perfect documentation accuracy.
Customer Service Representative
ACT
02.2020 - 08.2020
- Supported customers with issue resolution and account inquiries.
- Contributed to reduced wait times by streamlining call handling practices.
- Enhanced customer experience by resolving inquiries swiftly, leading to noticeable improvements in satisfaction and loyalty.
Education
High School Diploma -
Lopez Early College High School
Brownsville, TX05-2019
Associate of Science -
Southern New Hampshire University
Hooksett, NH05-2027
Skills
- Customer Data Confidentiality
- Customer Account Management
- Call Documentation
- Data Entry
- Interpretation
- Translation Services
- Customer Needs Analysis
- Report Creation
- Credit Card Processing
- Inbound Calling
- Outbound Calling
- MS Office
- Microsoft Excel
- Microsoft Outlook
- Records Management
- Documentation Skills
Certification
- Licensed Health Insurance Agent - Since 2025
LANGUAGES
Spanish
Timeline
Inside Sales Representative
United Medicare Advisors
07.2025 - Current
Member Experience Associate
Alignment Health
09.2024 - 03.2025
Retention Specialist
Globe Life
07.2023 - 09.2023
Customer Service Associate
OrthoFi
11.2022 - 07.2024
Customer Service Associate
Conduent
08.2022 - 03.2023
Customer Service Representative
Maximus
10.2020 - 01.2021
Customer Service Representative
ACT
02.2020 - 08.2020
High School Diploma -
Lopez Early College High School
Associate of Science -
Southern New Hampshire University
ADDITIONAL INFORMATION
- Accomplishments
- Best Retention Specialist – Globe Life (August 2023)
- Recognized for achieving top performance in customer loyalty and retention techniques.