MARIA JOSE PONCE

▪ Address employee and customer concerns.

▪ Develop strategies for better workplace efficiency and goal achievement.

▪ Advised to the authority how to manage legal conflicts, assistance in court, legal proceedings, and human resources.

▪ Led client thinking in terms of helping them finding solutions with the proposed solutions.

▪ Handle escalated calls and claims.

▪ Serve as a resource or subject matter expert for other team members and customers.

▪ Led teams in the conversion and upgrade of internal law applications.

▪ Verify and process data.

▪ Handled with customers and complaints.

▪ Provided legal advice on labor and human resources issues.

▪ Trained the personnel in health regulations, health protocols, and terms, laws, etc.

▪ Address employee and patient concerns.

▪ Audited pharmacies and public hospitals.

▪ Developed administrative processes and procedural improvements for public health.

▪ Support the Attorney General in court hearings.

▪ Request the admission of people to the Victims and Witnesses Protection Program.

▪ Request to the Police Department for the socio-economic, social-psychological environment, and health reports.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Took inbound and outbound calls of members using computer and call center software systems.
• Managed member accounts by implementing strategic resolutions and organizing all data.
• Acted as a liaison between the company and its members.
• Used strong product knowledge and problem-solving skills to assist customers with their concerns.
• Ensured accuracy of data by keeping track of all customer calls via spreadsheets and software from the government.
• Assist customers every day, providing successful solutions in a polite manner using active listening to ensure customer retention.
• Maintain strong company product and service knowledge to better assist customers with concerns, questions, and general education.
• Maintain relationships with health suppliers and both internal and external clients.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Collaborated with team members to share best practices and improve overall team performance in meeting targets.