Ludmilla Gavino
United healthcare
Orlando
2
Languages
12
years of professional experience
Achieved high guest satisfaction by delivering exceptional hospitality and customer service with meticulous attention to detail.
Effectively navigated challenging situations, illustrating strong problem-solving and multitasking capabilities.
Crafted a welcoming environment that significantly enhanced the guest experience through committed service.
Streamlined guest seating and reservation workflows while ensuring a clean and safe dining space.
Developed strong team cohesion and motivated personnel to increase sales through effective communication strategies.
Excelled in customer interactions with a patient and generous approach, routinely surpassing sales goals and securing satisfaction as a sales agent.
Implemented organized scheduling and diligently upheld documentation requirements, resulting in improved operational efficiency.
Respected healthcare professional known for high standards and impactful results. Background includes managing patient interactions, addressing complex inquiries, and elevating overall patient satisfaction. Proven team player with a flexible approach to changing needs and dedication to achieving goals. Proficient in communication, problem-solving, and adaptability.
Experienced in legal research, document preparation, and case management. Employs strong organizational skills and attention to detail to maintain accurate case files and effectively support attorneys. Comprehensive knowledge of legal procedures and protocols ensures seamless workflow and contributes to successful case resolutions.
Work History
Customer service
2 Years 3 Months- Facilitated health screening appointments for customers.
- Resolved login issues effectively.
- Provided precise account profile details.
- Answered queries related to rewards and gift cards.
- Assisted in setting up one pass accounts.
- Assist customers in managing health-related appointments, ensuring timely service.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Supported customer service improvements with detailed feedback analysis.
- Resolved customer inquiries related to healthcare benefits and services, ensuring accurate information delivery.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Technical Support Technician
2 Years 4 Months- Ensure precision in customer account information for improved service accuracy.
- Boosted team productivity by 20% through refined operational strategies.
- Developed methods for efficient OnePass account setups, enhancing user experience.
- Maintained accurate records regarding material deliveries and customer service.
- Performed troubleshooting and diagnosis for issues related to software and peripheral equipment.
- Responded promptly to all incidents and requests after effectively analysis and documentation.
- Managed workstation functionality through proper setup, configuration, and testing.
- Read technical manuals and conducted computer diagnostics to investigate and resolve problems.
- Concurred with user support specialists to manage bigger projects requiring system analytics.
- Helped users via telephone to diagnose and triage problems.
- Implemented remote troubleshooting techniques to solve common software and hardware issues.
- Streamlined workstation setups, boosting system efficiency and user satisfaction.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions, and concerns.
Sales Agent
9 Months- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Spoke to customers in their native language to increase loyalty and establish relationships.
- Approached each problem with a fresh mind and analytical strategies to quickly resolve concerns.
- Increased sales by offering advice on purchases and promoting additional products.
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Documented customer interactions using SalesForce to capture data in the processing system.
- Answered customers' questions regarding products, prices, and availability.
- Exceeded targeted sales goals through the continuous pursuit of new sales opportunities and expert closing of customer deals.
- Set up new accounts, established customer credit, and set up payment methods.
- Adjusted sales scripts to better target the needs of specific individuals, boosting sales by 20 percent.
- Presented key selling points, features, and benefits effectively with consultative selling strategies.
- Increased sales success by adapting techniques to the needs and attitudes of each client.
- Maximized productivity with strong call control and effective use of sales scripts.
- Captured new revenue streams from existing customers by converting 90% of leads into clients.
- Determined customers' needs based on sales calls and face-to-face meetings.
- Identified potential customers through personal referral and lead generation.
- Surpassed sales targets by effectively managing client portfolios and upselling.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Quickly and accurately answered customer questions, suggested effective solutions, and resolved issues to increase customer satisfaction.
Retention Specialist
1 Year 7 Months- Analyzed customer feedback and data trends using CRM systems to identify retention opportunities and improve service delivery.
- Developed and implemented retention strategies to enhance customer loyalty and reduce churn rates through targeted outreach and personalized engagement initiatives.
- Utilized automated communication tools to streamline follow-up processes with customers, ensuring timely responses to inquiries and concerns.
- Monitored key performance indicators related to customer retention, leveraging insights to drive strategic adjustments in service offerings and support processes.
Security Guard
1 Year 10 Months- Made 150 sales calls weekly to existing and new customers for business growth.
- Managed conflicts by generating reports concerning interactions with employees, steps taken to arrive at solutions, and reportable outcomes of interventions.
- Developed preventive strategies for complaints by leveraging employee data and direct feedback.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Patrolled and monitored premises in company vehicle, on bicycle and by foot.
- Secured premises and personnel by patrolling property and monitoring surveillance equipment.
- Checked identification of persons entering and exiting facility to eliminate unauthorized visitors.
- Responded quickly to incidents and assessed active situations for security concerns.
- Remained calm, assertive and mindful to think critically and problem solve during stressful situations.
- Oversaw entry and exit of up to 50 employees and visitors daily.
- Managed access control for high-traffic events, ensuring secure and orderly environments.
Cashier
2 Years 10 Months- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Resolved customer complaints and maintained clean and tidy checkout area.
- Enabled customers to feel welcomed, important and appreciated by answering questions about products sold throughout store.
- Handled approximately daily credit and cash transactions for customers with accuracy and speed.
- Managed around 100 customers in and out during per day.
Education
Associate of Arts - Paralegal Studies
Associate's Degree - Art
Skills
Analytical and Critical Thinking
Organization and Time Management
Listening skills
Sales and Upselling
Problem Solving
Sales strategies
CRM software usage
Salesforce software usage
Technical Support
Microsoft Word
Computer Proficiency
Oral And Written Communication
Exceptional Customer Service
Technical support
Complex Problem-solving
Document drafting
Document preparation
Legal writing
Case management
Proficient in MS office
Client communication
Legal research
HIPAA compliance
Insurance verification
Patient confidentiality
Appointment scheduling
Patient eligibility verification
Medication and appointment reminders
Medication schedules
LANGUAGES
French
Native
Timeline
Customer service
United healthcare
10.2023 - 01.2026Read More
Technical Support Technician
Mercedes benz
06.2021 - 10.2023Read More
Sales Agent
Infinity Sales Group, LLC
09.2020 - 06.2021Read More
Retention Specialist
Sprint/tmobile
02.2019 - 09.2020Read More
Security Guard
SOS Security
04.2017 - 02.2019Read More
Cashier
Wendy's Restaurant
05.2014 - 03.2017Read More
Kaiser University
Associate of Arts from Paralegal Studies
Read More
Palm Beach State College
Associate's Degree from Art
Read More