Laura Wolpert
Killeen,TX
Summary
Dynamic professional with a proven track record in benefits administration and conflict resolution, honed at Ttec (TeleTech) - HealthCare Solutions. Excelled in building trust and relationships, leveraging mentorship and active listening to enhance customer satisfaction. Skilled in training delivery and crisis support, achieving significant improvements in client representation and teamwork efficiency.
Overview
16
16
years of professional experience
Work History
Pharmacy Benefit & Mail Order Advocate / Trainer
Ttec (TeleTech) - HealthCare Solutions
09.2022 - Current
- Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
- Delivered friendly service and offered expert support in every interaction.
- Established trusting relationships with clients by maintaining open lines of communication throughout the entire representation process.
- Managed complex caseloads with diligence, prioritizing tasks to ensure timely resolution of cases.
Customer Service Representative
Kelly Services
12.2018 - 04.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Office Administrator
Rico's Window Covering Systems
11.2015 - 06.2018
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
Bilingual Member Service Representative
UFCW Employers & Benefits Trust
05.2008 - 11.2014
- Helped large volume of members every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Maintained high-quality service by adhering to company policies and standards in all member interactions.
Education
GED -
Sacramento Job Corps Center
Sacramento06.1983
Skills
- Client Representation
- Mentorship
- Collaboration and Teamwork
- Creative and Critical Thinking
- Time Management
- Building Trust and Relationships
- Conflict Resolution
- Benefits Administration
- Training delivery
- Persuasion mastery
- Crisis support
- Active Listening
Timeline
Pharmacy Benefit & Mail Order Advocate / Trainer
Ttec (TeleTech) - HealthCare Solutions
09.2022 - Current
Customer Service Representative
Kelly Services
12.2018 - 04.2021
Office Administrator
Rico's Window Covering Systems
11.2015 - 06.2018
Bilingual Member Service Representative
UFCW Employers & Benefits Trust
05.2008 - 11.2014
GED -
Sacramento Job Corps Center
Similar Profiles
Mechiko YoungMechiko Young
Customer Advocate at Ttec (TeleTech) - HealthCare SolutionsCustomer Advocate at Ttec (TeleTech) - HealthCare Solutions
Temitope AiyenikoTemitope Aiyeniko
Customer Service Representative at Ttec (TeleTech) - HealthCare SolutionsCustomer Service Representative at Ttec (TeleTech) - HealthCare Solutions
Chicha ThomasChicha Thomas
Licensing Administrator at Ttec (TeleTech) - HealthCare SolutionsLicensing Administrator at Ttec (TeleTech) - HealthCare Solutions