Maria Pratt
Kissimmee,FL
Summary
Customer Service Representative providing Bilingual Concierge Customer Service. Ability to work well with diverse population and manage research tickets across multiple channels. Experienced Problem-solver collaborating on teams to resolve escalations.
Bilingual customer service professional with strong background in delivering exceptional support and solutions. Expertise in managing diverse customer interactions and contributing to team objectives. Known for adaptability and effective communication skills, ensuring seamless service delivery in dynamic environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Bilingual Customer Service
Oscar Health Insurance
09.2024 - 10.2025
- Remote Concierge customer service agent taking inbound health insurance calls from member and brokers using chat and email.
- Researched member claims for disputes resolution and processed premium payments.
- Respond to brokers request via Salesforce inquiry to resolve problem accounts.
- Continuous trainings and improvement to master escalations and technical updates.
Customer Service Representative
Avis Budget Group
10.2022 - 09.2025
- Processed rental agreement contracts while promoting product and services.
- Completed returning rental vehicle inspections, accident reports with attention to detail, and assisted agents at exit booth
- Collaborated with team members to develop best practices for consistent customer service delivery.
Onboarding Specialist
Wyndham Destinations
06.2022 - 10.2022
- Supported onboarding for mortgage and contracts projects using Oracle.
- Researched and updated receipts of financing, changes and updates to meet new Oracle project conversion guidelines requirements.
- Organized documents for archive, processed modifications as requested by property sites.
Insurance Case Analyst (Temporary)
Cognosante LLC
12.2021 - 06.2022
- Insurance 1095-A Case analyst reviewed consumer’s insurance coverage discrepancies.
- Researched and resolved Form 1095A discrepancy using Market Place data. Ensured compliance with regulatory requirements through thorough case review procedures.
- Contacted plan members to update profiles, review case resolutions and interpret research data findings.
Phone Interviewer
Applical Corporation
05.2019 - 06.2022
- Conducted insurance interviews with licensed agents and their prospects for plan eligibility.
- Documented life insurance application processing per guidelines.
- Used liveApp technology with prospects while interviewing in Spanish/English.
Customer Service Reservation
Princess Cruises
Remote
10.2018 - 07.2020
- Inbound reservations calls for cruise and air travel, promoted amenities upsell.
- Serviced guest and travel consultants cruise travel plans, posting payments and updates.
- Collaborated with team members in finalizing travel plans and resolving account problems.
Contracts Data Entry
Westgate Resorts
Orlando, FL
01.2018 - 10.2018
- Timeshare contracts processor data entry, provided owner accounts maintenance support.
- Documented files and E-signing documents for archive, prepared closing material for agents.
- Worked with closing officers reviewing legal documents, cash handling and QA data input.
- Prepared administrative office reports for overnight cash/credit closing deposits.
Health Insurance Sales Associate
TTEC
Orlando, FL
06.2015 - 08.2018
- Prequalified health insurance prospects, provided health plan overview to close sales.
- Finalized the sales for onboarding, ensuring compliance with health plan guidelines.
- Performed account research and review for existing members. Worked on special projects as needed.
Customer Support Rep
Centene Corp
Maitland, FL
08.2017 - 01.2018
- Inbound customer service call center reviewed members accounts for updates and modify
- Researched third party vendor disputes and prescription authorizations for member care.
- Processed member doctor referrals for primary and specialist assignment using multiple systems.
Education
Bachelor of Arts -
Brandies University
Waltham, Massachusetts05.1987
Masters of Business Administration -
Simmons College
Boston, Massachusetts06.1995
Skills
- Sales support and insurance enrollments
- Proficient with POS systems
- Skilled in customer support and documentation platforms
- Appointment coordination
- CRM software
- Effective problem resolution
Websites
Certification
- Licensed Life Insurance Agent
- Notary Public
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Customer Service
Oscar Health Insurance
09.2024 - 10.2025
Customer Service Representative
Avis Budget Group
10.2022 - 09.2025
Onboarding Specialist
Wyndham Destinations
06.2022 - 10.2022
Insurance Case Analyst (Temporary)
Cognosante LLC
12.2021 - 06.2022
Phone Interviewer
Applical Corporation
05.2019 - 06.2022
Customer Service Reservation
Princess Cruises
10.2018 - 07.2020
Contracts Data Entry
Westgate Resorts
01.2018 - 10.2018
Customer Support Rep
Centene Corp
08.2017 - 01.2018
Health Insurance Sales Associate
TTEC
06.2015 - 08.2018
Bachelor of Arts -
Brandies University
Masters of Business Administration -
Simmons College