Laticia Rodriguez
Waco,TX
Summary
Dynamic and results-driven customer service representative with a proven track record at United Health Care Group. Adept in conflict resolution and building strong customer relations. Demonstrated excellence in delivering superior customer experiences, consistently exceeding performance metrics. Skilled in data entry and active listening, enhanced client satisfaction and retention through expert problem-solving and personalized service.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
United Health Care Group, Maryland Heights MO
05.2021 - Current
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests for products, services, and company information.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Managed timely and effective replacement of damaged or missing products.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
Education
High School Diploma -
Bristol High
Bristol05.2005
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Microsoft outlook
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Paperwork processing
- Appointment scheduling
- Order processing
- Documentation
- Administrative support
- Data collection
- Prioritization
- Filing
- Customer education
- Product and service solutions
- Coordination
Timeline
Customer Service Representative
United Health Care Group, Maryland Heights MO
05.2021 - Current
High School Diploma -
Bristol High
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