Maribel Cruz

• Deliver high-quality customer service by helping clients understand, compare, and select auto insurance policies that best meet their needs.eds.
• Consistently exceed monthly sales targets by building rapport with customers, following up on leads, and converting inquiries into active policies.
• Handle high volumes of inbound and outbound calls, maintaining a calm and professional demeanor to ensure a positive customer experience.
• Use CRM systems to manage customer interactions, track policy changes, and document important details for accurate record-keeping.
• Resolve billing, claims, and coverage questions with clear communication and empathy, increasing customer satisfaction and retention.
• Demonstrate self-discipline and time management in a remote work environment by staying productive, organized, and responsive to team communication.
• Collaborate with underwriting and claims teams to streamline the customer experience and resolve complex policy issues efficiently.
• Ensure full compliance with licensing requirements, company policies, and state regulations.

• Provided exceptional customer service by assisting with account inquiries, billing issues, service upgrades, and troubleshooting technical problems for satellite TV and internet services.
• Diagnosed and resolved technical issues over the phone, including receiver errors, remote control setup, signal loss, and equipment malfunctions, ensuring minimal service disruption.
• Walked customers step-by-step through technical processes with patience and clear communication, improving customer confidence and satisfaction.
• Maintained accurate documentation of customer interactions, technical resolutions, and service orders using internal CRM and ticketing systems.
• Handled a high volume of inbound calls while consistently meeting or exceeding performance goals for resolution time, customer satisfaction, and call quality.
• Educated customers on service options, equipment features, and cost-effective package upgrades to meet entertainment needs and improve retention.
• Collaborated with field technicians and internal departments to schedule service appointments and ensure seamless issue resolution.

• Built strong rapport with customers, turning potentially negative experiences into positive outcomes.

• Oversaw a team of customer service representatives and support staff, providing training, coaching, and performance evaluations to ensure high-quality service and operational excellence.
• Handled escalated member issues related to claims, billing discrepancies, coverage, and provider networks, ensuring timely and accurate resolution in compliance with healthcare regulations.
• Managed day-to-day operations across billing, claims processing, and provider relations, streamlining workflows to improve efficiency and customer satisfaction.
• Acted as liaison between healthcare providers and internal departments to resolve contract issues, update provider information, and address reimbursement concerns.
• Led team meetings, developed training materials, and implemented quality control measures that increased team productivity and service accuracy.
• Maintained compliance with HIPAA standards and internal protocols, ensuring sensitive member and provider data was handled securely.
• Contributed to policy updates, procedural improvements, and system transitions to enhance service delivery, and support organizational goals.