Mady Quinones
Tampa,FL
Summary
Experienced Customer Service Representative that is adept at managing high call volumes with professionalism, as demonstrated at Elevance Health, I excel in active listening and data entry efficiency. Skilled in negotiating and resolving complex issues, I consistently enhance customer satisfaction and compliance, leveraging teamwork and attention to detail for superior service delivery.
Overview
5
5
years of professional experience
Work History
Collections Specialist
Rocket Pest Control
05.2024 - Current
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Improved customer payment compliance through negotiating mutually agreeable repayment plans.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Processed payments and applied to customer balances.
- Maintained compliance with state and federal regulations during all collections activities, ensuring ethical business practices.
Call Center Representative
BayCare Medical Group
09.2023 - 04.2024
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Reduced risks by maintaining clean and organised work environment.
- Communicated with customers to promptly resolve complaints and address inquiries.
- Assisted in training new employees on different job positions and expectations.
Broker Service Representative
Elevance Health
12.2021 - 09.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Assisted in training new employees on different job positions and expectations.
Bakery Clerk
Publix
10.2019 - 12.2021
- Answered customer questions about products and services, helped locate merchandise, and promoted key items.
- Checked expiration dates and rotated products to verify freshness and avoid spoilage.
- Balanced multiple tasks simultaneously during busy periods while still delivering exceptional customer service experiences.
- Prepared fresh baked goods daily, ensuring consistent high-quality products for customers.
- Provided superior customer service to promote guest satisfaction, brand loyalty, and consistent revenue.
- Helped train new employees on proper baking techniques, equipment usage, and customer service best practices.
- Assisted in training new employees on different job positions and expectations.
Crew Member
Burger King
08.2019 - 10.2019
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from management team.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Provided excellent customer service by greeting customers and meeting quality expectations.
Education
Bachelor of Science - Psychology
University of South Florida
Tampa, FL06.2027
High School Diploma -
Steinbrenner High School
Lutz, FL06.2019
Skills
-Active listening abilities
-Proficiency in all Microsoft apps and computer systems
-Data Entry Efficiency
-Professionalism and Ethics
-Issue investigation
-Teamwork skills
-Collections
-Attention to Detail
Timeline
Collections Specialist
Rocket Pest Control
05.2024 - Current
Call Center Representative
BayCare Medical Group
09.2023 - 04.2024
Broker Service Representative
Elevance Health
12.2021 - 09.2023
Bakery Clerk
Publix
10.2019 - 12.2021
Crew Member
Burger King
08.2019 - 10.2019
Bachelor of Science - Psychology
University of South Florida
High School Diploma -
Steinbrenner High School
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