Liet Ocasio
Gibsonville,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
13
13
years of professional experience
Work History
Claims Administrative Support Specialist
Progressive
08.2021 - Current
- Assisted with and execute paperwork exchange on behalf of Progressive for customers coming to the office and virtually. This includes accurate salvage handling and mailing of total loss paperwork to the proper location.
- Evaluated accuracy and quality of data entered into claims system.
- Worked productively in fast-moving work environment to process large volumes of administrative requests.
- Made contact with insurance carriers to file claims, discuss policies and individual patient benefits.
Technical Support Representative
Spectrum
02.2019 - 08.2021
- Assisted customers in remotely identifying network and server issues and explained solutions to restore service and functionality.
- Resolved diverse range of technical issues across multiple systems and applications for customers.
- Responded to support requests and patiently walked individuals through basic troubleshooting tasks.
- Fielded average of 50 inbound phone calls to deliver support and remotely resolve service issues.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Bilingual Customer Service Representative
Ecolab
02.2017 - 02.2019
- Identified and responded to customer requests and concerns through email and phone for both English and Spanish-speaking customers.
- Answered up to 100 calls per day in busy, fast-paced office for customers.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Performed support ticket transaction resolution tasks and administrative functions.
Member Services Representative
Optum
06.2016 - 02.2017
- Answer incoming calls from member regarding benefits, claims, and pharmacy questions
- Help guide and educate customers on their prescription and medical benefits, use of plan, premiums, and claims or inquiries
- Ask appropriate questions and listen actively to identify any questions or issues while documenting required information in computer systems
Customer Service Representative II
Duke Energy
07.2015 - 05.2016
- Provide excellent customer service to customers over the phone to resolve their questions or concerns.
- Accurately document and update customer records in the computer system.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Assistant Manager
FOTOFX at the GREENSBORO
01.2014 - 07.2015
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Set and enforced policies focused on increasing team productivity and strengthening operational efficiency.
Sales Associate
FOOD LION
10.2011 - 11.2013
- Provide prompt, accurate and friendly service to our customers through the achievement of Food Lion customer service standards
- Scan a customer's order and handle the payment transaction
- Follow procedures in handling cash, checks, coupons, gift cards, partner cards, food stamps and WIC vouchers
- Make every attempt to maintain accurate cash control
Operations Team Member
THE RUSH FITNESS COMPLEX
05.2011 - 06.2012
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours; night, weekend, and holiday shifts.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Education
RJ Reynolds High School
Salem, NC06.2010
Skills
- File Management
- Document Uploading
- Insurance Carrier Applications
- Data Entry
- Telephone Etiquette
- Time Management
- Problem Anticipation and Resolution
Timeline
Claims Administrative Support Specialist
Progressive
08.2021 - Current
Technical Support Representative
Spectrum
02.2019 - 08.2021
Bilingual Customer Service Representative
Ecolab
02.2017 - 02.2019
Member Services Representative
Optum
06.2016 - 02.2017
Customer Service Representative II
Duke Energy
07.2015 - 05.2016
Assistant Manager
FOTOFX at the GREENSBORO
01.2014 - 07.2015
Sales Associate
FOOD LION
10.2011 - 11.2013
Operations Team Member
THE RUSH FITNESS COMPLEX
05.2011 - 06.2012
RJ Reynolds High School