Manuel Regalado
El Paso,United States
Summary
Experienced and reliable with extensive experience providing assistance in a busy setting. Strong dedication to helping resolve issues and cultivating a positive environment.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
Equitable Life insurance
06.2021 - 12.2023
- Provided prompt customer support with a professional, friendly and patient attitude
- Answered inbound calls and emails from customers regarding product and service concerns.
- Proactively memorized company products and services
- Completed customer insights reports and input over 10,000 units of sensitive data
- Helped trained new hires on company specific policies, procedures, and compliance guidelines
- Received 5 star Customer service satisfaction rating through voice, chat and email communications
- Listened, diagnosed and resolved technical issues guiding users through a step by step solutions
- Politely addressed any customer complaints, escalating to management when necessary.
- Built rapport with clients, fostering long-term relationships that led to increased customer loyalty and repeat business.
- Conducted follow-up calls to ensure customer issue was fully resolved
Customer Service
Gc Services El Paso
11.2018 - 05.2021
- Assist members with their checking, saving, and loan accounts by providing the best customer service experience
- Job responsibilities include:
- Processing wiretransfers
- advising members about fees,
- reviewing transaction history
- assisting with online services
- providing floor support
- assisting managers with QA
- processing disputes
- de-escalating calls.
Customer Service
HGS el paso
10.2017 - 11.2018
- Assisted members with questions about their medical benefits, claims pre-authorizations, and other inquiries they might have with their medical coverage
- Job responsibilities include: Explain to customers how claims were processed, Review Claims and send them back for reprocessing if needed, Provide floor support, Assist managers with qk, Process appeals, de-escalating calls, Give verbal benefit breakdowns.
Customer Service
Alorica El paso
06.2016 - 07.2017
- Assisted members with their credit card accounts which included taking payments, advising members about late fees and interest, and giving the best quality of care for each customer
- Job responsibilities include:
- processed payments
- explained customers about fees and interest
- reviewing transaction history with customers
- provided assistance with online services
- providing floor support
- processed disputes on unauthorized charges
- de-escalating calls.
- Monitored customer service performance to enforce quality and accuracy standards.
- Resolved customer service issues with first contact
Education
Medical Assistant certification -
Western Technical College
Diploma -
Mountain View High school
Skills
- Call Control
- Information Verification
- Payment Processing
- Returns processing
- Problem Resolution
- Account Management
- Customer Service
- Inbound Call Management
- Customer Relations
- Empathetic and genuine
- Correspondence composition
- Billing Inquiries
- Complaint Handling
- Call center experience
- De-Escalation Techniques
- Customer Focus
- Complaint resolution
- Product Knowledge
- Data Entry
- Call Management
- Appointment Scheduling
- Quality Assurance
- Prioritization
- Spreadsheets
- Building rapport
- Technical Support
- Customer Relationship Management
- Insurance compliance
- Insurance Coverage
- Microsoft Word
- MS Excel
- PowerPoint proficiency
Timeline
Customer Service Agent
Equitable Life insurance
06.2021 - 12.2023
Customer Service
Gc Services El Paso
11.2018 - 05.2021
Customer Service
HGS el paso
10.2017 - 11.2018
Customer Service
Alorica El paso
06.2016 - 07.2017
Medical Assistant certification -
Western Technical College
Diploma -
Mountain View High school