Lydia Ortiz
San Antonio
Summary
Dynamic professional with a proven track record at WebTPA, excelling in customer service and critical thinking. Skilled in conflict resolution and data entry, I significantly enhanced customer satisfaction and loyalty. My expertise in staff training and developing effective customer service strategies led to notable achievements in problem resolution and operational efficiency.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Diligent [Desired Position] with solid background in customer service. Proven track record of efficiently resolving customer inquiries and maintaining high satisfaction rates. Demonstrated ability to leverage communication and problem-solving skills to enhance customer experience.
Offering positive attitude and genuine interest in helping others, ready to thrive in customer-focused environment. Brings ability to quickly learn company products and services, ensuring accurate and efficient customer support. Ready to use and develop communication and problem-solving skills in [Desired Position] role.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Friendly and empathetic with excellent communication skills, dedicated to providing outstanding service and support. Possesses solid understanding of customer needs and conflict resolution, coupled with strong problem-solving abilities. Aiming to build positive customer relationships and contribute to customer satisfaction and loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
WebTPA
03.2021 - Current
- 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.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
Claims Specialist
Parallon
01.2019 - 03.2021
- 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.
- Followed up with customers on unresolved issues.
- Calculated adjustments, premiums and refunds.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
Education
Billing And Coding Certification - Billing
Kaplan College
San Antonio, TX12-2015
High School Diploma -
William B Travis
Austin, TX06-1984
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint resolution
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Follow-up skills
- Documentation
- Building rapport
- Live chat support
- Dispute resolution
- Order fulfillment
- Staff education and training
Certification
Billing and Coding Certification
Timeline
Customer Service Representative
WebTPA
03.2021 - Current
Claims Specialist
Parallon
01.2019 - 03.2021
Billing And Coding Certification - Billing
Kaplan College
High School Diploma -
William B Travis
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