Lisandra Free
Summary
Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
13
13
years of professional experience
Work History
Customer Service Representative Agent
Arnold Insurance
04.2024 - 05.2024
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
- Responded to customer requests for products, services, and company information.
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
- Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
- Assisted customers with completing insurance documents to avoid missed information.
- Processed insurance policy cancellations and renewals quickly to meet call time targets.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Assessed customer needs and recommended suitable insurance policies.
- Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Educated customers on available discounts, promoting loyalty and policy retention through tailored recommendations.
- Set up customer payment plans to cover annual policies and renewals.
- Utilized company software to track customer interactions efficiently, ensuring proper documentation of all transactions.
Office Administrator
Halo Electric
01.2013 - 03.2024
- Interacted with customers by phone, email, or in-person to provide information.
- 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.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reconciled account files and produced monthly reports.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Assisted in preparation and processing of payroll to facilitate prompt staff payments.
- Expedited invoice processing by accurately reviewing vendor submissions, reconciling accounts payable discrepancies, and conducting timely payments.
- Maximized office space utilization by maintaining a clean, organized work environment that encouraged productivity and efficiency.
- Managed and properly accounted for petty cash issued to facilitate general office activities.
- Boosted productivity by prioritizing tasks, managing schedules, and coordinating meetings for staff members.
- Assisted in event planning efforts for company gatherings, conferences, or workshops to enhance employee engagement and networking opportunities.
- Organized, facilitated and participated in community service efforts.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Medical Assistant
Cepero Pediatrics
01.2011 - 01.2012
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Collected and documented patient medical information such as blood pressure and weight.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
Education
High School Diploma -
Miami Senior High School
Miami, FL05.2004
Skills
- Bilingual {Spanish/English}
- Customer Focus
- Call center experience
- Escalation management
- De-Escalation Techniques
- Call flow maximization
- Complaint Handling
- Payment Processing
- Assertiveness
- Dispute Resolution
- Critical Thinking
- Customer Service
- Problem-solving abilities
- Data Entry
- Complaint resolution
- Active Listening
- Problem Resolution
- Conflict Resolution
- Microsoft Excel
- Prioritization
- Client Relations
- Service standard compliance
- Account updating
- Coordination
- Product Sales
- Scheduling
- Paperwork Processing
- Staff Training
- Multi-line phone talent
- Follow-up skills
- Appointment Scheduling
- Report creation
- Reading Comprehension
- Professional telephone demeanor
- Conflict Mediation
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Customer Service Representative Agent
Arnold Insurance
04.2024 - 05.2024
Office Administrator
Halo Electric
01.2013 - 03.2024
Medical Assistant
Cepero Pediatrics
01.2011 - 01.2012
High School Diploma -
Miami Senior High School
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