Lorenza Fowler
Progressive
Winter Haven,FL
1
Certification
5
years of professional experience
Customer service professional dedicated to delivering exceptional customer experiences. Known for resolving customer issues swiftly and maintaining high satisfaction levels. Strong team player with focus on collaboration and adaptability, proficient in communication and problem-solving.
Professional with robust background in customer support, adept at resolving complex issues and enhancing client satisfaction. Proficient in effective communication, problem-solving, and adapting to dynamic environments. Strong team collaborator focused on delivering consistent, high-quality results. Reliable and flexible, ensuring optimal performance in fast-paced settings.
Work History
Customer Rep II
3 Years 2 Months- Managed account updates and processed policy changes accurately in CRM systems.
- Communicate with customers and agents via multiple channels (phone, chats, emails) while navigating multiple systems and platforms.
- Escalate unresolved issues requiring
- Partner with various departments including Policy Support, Claims and Underwriting to respond to customer inquiries. May work with external vendors to further address customer needs.
Customer Rep Supervisor
1 Year 9 Months- Provided exceptional customer support, addressing inquiries and resolving issues promptly.
- Implemented feedback mechanisms to gather insights on service quality and areas for improvement.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
Tech Support
2 Years- Proven ability to learn quickly and adapt to new situations.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Supported project management efforts by preparing detailed engineering documentation, including specifications, drawings, calculations, and reports.
- Supported the efficient functioning of the response team through timely communication and coordination with other members.
- Supported sustainability goals by using eco-friendly cleaning products and methods.
Education
Diploma
Skills
Patient & Member Advocacy; Behavioral Support & De-escalation
Claims & Benefits Coordination; HIPAA Compliance & Documentation
Scheduling & Calendar Optimization; EMR/EHR Accuracy (Epic)
Customer Retention & Save Strategies; Conflict Resolution & Negotiation
CRM/Call Center Tools: Salesforce
Five9/NICE (or similar)
Metrics-Driven Performance (AHT
QA
Saves); Root-Cause & Trend Analysis
Cross-Functional Collaboration; Training
Mentorship
and Coaching
Microsoft Office; Google Workspace; Data Entry and Reporting
Customer service
Teamwork
Quality assurance
Payment processing
Product or service support
Certification
- HIPAA Awareness and Privacy (if completed)
- Behavioral De-escalation/Nonviolent Crisis Intervention (if completed)
- Claims Processing or Medical Terminology (if applicable)
- Internal call center/customer experience training
Accomplishments
- Exceeded Spectrum monthly save target by X% for Y consecutive months; improved team QA by Z% as mentor.
Keywords for ATS
Behavioral health, de-escalation, patient advocacy, scheduling, Epic, EMR/EHR, HIPAA, claims coordination, benefits, member retention, customer experience, negotiation, QA, KPI, mentor, Salesforce, CRM, call center.
Timeline
Customer Rep Supervisor
Shirley’s Compassionate Care
04.2023 - 01.2025Read More
Customer Rep II
Progressive
03.2023 - 05.2026Read More
Tech Support
Teleperformance
03.2021 - 03.2023Read More
Haines City High School
Diploma
Read More