Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Marina Sanchez

Waco,TX

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. I am easily trained and ask questions to ensure I am confident in my duties to perform my task. I am eager to learn new skills and take on more responsibilities

Overview

15
15
years of professional experience

Work History

Customer Service Representative

Meduit
09.2023 - Current
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Processed credit card payments
  • Epic training
  • HIPPA training

Registrar

Heart Of Texas Soccer Association
07.2022 - Current
  • Streamlined registration processes by implementing efficient online systems and reducing wait times.
  • Ensured accurate player records by diligently maintaining and updating information in the database.
  • Enhanced satisfaction by addressing concerns promptly, providing solutions, and offering guidance on registration matters.
  • Answered questions and fulfilled request with friendly and knowledgeable service
  • Maintain social media databases to assist with inquiries
  • Maintain the mailbox and paying of bills and employees
  • Processed credit card payments and refunds
  • Constructed email communications for parents and coaches

Customer Advocate Specialist

Health Care Service Corp (BCBS Of IL)
12.2008 - 03.2023
  • Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
  • Streamlined communication channels for improved customer service and faster response times.
  • Resolved complex customer issues with a high level of professionalism and empathy.
  • Collaborated with cross-functional teams to implement process improvements that increased efficiency in customer support.
  • Trained new team members on company policies and procedures, ensuring consistent customer experiences.
  • Developed rapport with clients, strengthening long-term relationships and promoting brand loyalty.
  • Managed a high volume of incoming calls, maintaining composure during peak periods to deliver exceptional service.
  • Served as an escalation point for unresolved complaints, working collaboratively with colleagues to find satisfactory resolutions.
  • Handled sensitive customer information with discretion while adhering to strict data privacy regulations.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered prompt service to prioritize customer needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Education

No Degree -

McLennan Community College
Waco, TX

High School Diploma -

Waco High School
Waco, TX
05.2004

Skills

  • 47 WPM
  • Complaint Resolution
  • Data Entry
  • Account Updating
  • Data Collection
  • Information Security
  • Product Knowledge
  • Call Management
  • Microsoft Excel
  • Spreadsheets
  • Conflict Resolution
  • Document Control
  • Microsoft Outlook
  • Research
  • Clerical Support
  • Customer Service
  • Problem-Solving Abilities
  • Computer Proficiency
  • Coordination
  • Documentation
  • Active Listening
  • Key Holder Experience
  • Professional Telephone Demeanor
  • Written Communication

Additional Information

I volunteered for Heart of Texas Soccer for 6 years. During that time I was secretary, Vice President, and then President. I maintained the point of contact for coaches and players. I constructed email communications. I dedicated my Saturdays, game days, to assist with parents, coaches, and other board members. I was in charge of conducting monthly meetings and keeping the association aligned with its by laws.

Timeline

Customer Service Representative

Meduit
09.2023 - Current

Registrar

Heart Of Texas Soccer Association
07.2022 - Current

Customer Advocate Specialist

Health Care Service Corp (BCBS Of IL)
12.2008 - 03.2023

No Degree -

McLennan Community College

High School Diploma -

Waco High School

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Marina Sanchez