Loranza Sams-Pace
Aubrey,TX
Summary
Dedicated customer service representative with expertise in complaint resolution, active listening, and relationship building. Proven ability to enhance client satisfaction and manage high-stress situations effectively.
Proactive customer service representative known for strong problem resolution and communication skills. Experience in managing escalated calls and facilitating Medicaid enrollment processes. Committed to fostering positive client relationships and driving operational efficiency.
Results-driven customer service professional with over six years of experience in resolving inquiries and training staff. Adept at critical thinking and complaint handling, contributing to improved service delivery and customer loyalty.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Missouri Medicaid
Columbia, MO
02.2020 - 01.2026
- Resolved customer inquiries via phone, email, and in-person interactions to enhance client satisfaction.
- Facilitated Medicaid enrollment processes by guiding applicants through documentation requirements.
- Collaborated with interdisciplinary teams to streamline service delivery and improve response times.
- Trained new staff on company policies, procedures, and customer service best practices for operational efficiency.
- 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.
Customer Service Representative
ACT
McAllen, TX
02.2015 - 03.2020
- Monitor accounts and transactions for suspicious activity
- Investigate fraud alerts and determine if transactions are legitimate
- Contact customers to verify transactions and report fraud
- Block or restrict accounts/cards when fraud is suspected
- Process fraud claims and assist with account recovery
- Document all findings and actions taken
- Follow company policies and banking regulations
Education
Bachelor of Science - Criminal Justice
Purdue University
West Lafayette, IN12-2024
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Relationship building
- Call center experience
- Complaint handling
- Complaint resolution
- Payment processing
Timeline
Customer Service Representative
Missouri Medicaid
02.2020 - 01.2026
Customer Service Representative
ACT
02.2015 - 03.2020
Bachelor of Science - Criminal Justice
Purdue University