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
2021.06 - 2023.12
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
2018.11 - 2021.05
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
2017.10 - 2018.11
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
2016.06 - 2017.07
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
2021.06 - 2023.12
Customer Service
Gc Services El Paso
2018.11 - 2021.05
Customer Service
HGS el paso
2017.10 - 2018.11
Customer Service
Alorica El paso
2016.06 - 2017.07
Medical Assistant certification -
Western Technical College
Diploma -
Mountain View High school
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