Laurie Gutierrez
Tucson,US
Summary
High-performing Multi-task-oriented Committed Customer satisfaction has been proven to rise in the past. Customer Service Representative with extensive experience in the medical industry who is friendly and dedicated. In every customer interaction, remain calm and positive. Relentless professional known for working hard to determine risk levels. A well-spoken Fraud Analyst promoting exemplary talents in reviewing accounts and identifying issues.
Overview
25
25
years of professional experience
Work History
Fraud analyst for BOA
Alorica
03.2023 - 08.2023
Customer Advocate
Everise
10.2018 - 03.2023
- High-energy attitude Customer relations Call center transactions Take inbound phone calls for Humana Medicare members for medication refills, set up pa, price check medication
Customer Service Advocate
Afni
01.2016 - 03.2018
- Used online and mobile access tools to educate and encourage customers to promote self-sufficiency
- Incoming calls were routed to internal personnel and departments, with the best-qualified entity responding to the callers' needsCustomer Representative
- Answered constant flow of customer calls with minimal wait times.
- Evaluated trends and recommended enhancements to customer service policies, boosting team performance and customer satisfaction scores.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Representative
Agero
01.2012 - 10.2016
- Met and exceeded performance goals by approaching all interactions with an organized and relationship-driven approach
- Take emergency roadside calls for over 100 diff insurance companies
Front End Assistant
Costco Wholesale
04.1998 - 03.2010
- Restocked, arranged, and organized merchandise in the front lanes to increase product sales
- Assisted customers in managing large purchases by collecting items from shelves and storage locations.
Education
Some college - Medical Insurance Billing
Brookline College Tucson Campus
Tucson, AZSkills
- Quick learner
- Personable
- Microsoft Office expertise
- Payment processing
- Dispute Resolution
- Verbal and written communication
- Regulatory knowledge
- Transaction monitoring
Timeline
Fraud analyst for BOA
Alorica
03.2023 - 08.2023
Customer Advocate
Everise
10.2018 - 03.2023
Customer Service Advocate
Afni
01.2016 - 03.2018
Customer Representative
Agero
01.2012 - 10.2016
Front End Assistant
Costco Wholesale
04.1998 - 03.2010
Some college - Medical Insurance Billing
Brookline College Tucson Campus