Liliana Portillo

• Reviewed and approved warranty claims
• Investigated and Assigned new or pending cases to proper agents to determine next course of action.
• Provided training to new team members on customer service protocols.
• Maintained knowledge of product features and company policies for effective support.
• Responded promptly to emails from customers seeking assistance.
• Analyzed data regarding previous customer interactions for future reference.
• Kept customer and system account information accurate and current to support timely resolutions for concerns.
• Ensured compliance with all applicable laws related to consumer protection.

Facilitate Warranty claims and learn decision making criteria in order to replace a unit or buy out the remaining warranty on the units once determined the consumer is still covered by Friedrich’s warranty.

o Registration of units as well as rebate claims.

• Provide training to new agents when requested.

• Perform miscellaneous job-related duties as assigned

• Accurately interpret calls from Spanish to English translation in written and spoken communication
• Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
• Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
• Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
• Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
• Handled high-pressure situations with professionalism and composure, consistently achieving positive outcomes for both clients and the organization.
• Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
• Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.

• Answered incoming calls, directing clients to individuals addressing specific needs.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Kept reception area clean and neat to give visitors positive first impression.
• Handled complaints and questions, and re-directed calls to other team members.

• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Confirmed appointments, communicated with clients, and updated client records.
• Answered phone promptly and directed incoming calls to correct offices.
• Kept reception area clean and neat to give visitors positive first impression.
• Resolved customer problems and complaints.
• Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
• Answered central telephone system and directed calls accordingly.
• Managed multiple tasks and met time-sensitive deadlines.

• As a fraud specialists we are in charge of fraud management
• Reviewed Customer accounts for any signs of possible fraud to determine if they are a potential risk to the bank
• Maintained oral and written communication skills needed to communicate with customers both verbally and in writing
• Ability to pay attention to detail
• Ability to research and make appropriate decisions regarding complex cases
• Maintained a professional and courteous attitude during stressful and confrontational situations
• I was able to work independently and meet deadlines in a timely manner

• Welcomed patients as clients contacted the center personally or by telephone
• Scheduled and coordinated appointments
• Answered all incoming calls and routed them to the appropriate staff and took messages
• Registered all patients per registration protocols and collected all documentation as well as billing information
• Worked closely with medical staff to assure smooth patient flow and decrease waiting time
• Provided clients with answers regarding medical treatment and products
• Received and posted payments after services rendered
• Collaborated with owners to file and maintain medical records
• Facilitated flow of patients visits
• Utilized critical thinking skills in daily customer call transactions
• Maintained a professional relationship with clients and staff
• Trained and educated new co workers
• Provided assistance to the veterinarian during exams and medical procedures
• Educated clients over products and services offered
• Handled and prepared x-rays and patient medication
• Greeted clients and loaded patients in rooms as well as obtained patient vitals
• Obtained and recorded client state of health, data, and past records
• Developed professional relationships with clients
• Cared and monitored the condition of animals
• Provided clients with counseling regarding the health of there animals