Marlene Cornejo
Laborer's Welfare & Pension Fund
Elmwood Park,IL
1
Language
23
years of professional experience
Dynamic Customer Service professional with over 20 years of experience in delivering exceptional support. Known for problem-solving abilities and active listening, contributing to improved customer experiences and increased team performance in high-pressure environments.
Work History
Customer Service Representative
23 Years- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Managed customer interactions through phone, email, and chat platforms to ensure satisfaction.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and [Spanish]-speaking customers.
- Educated members on benefits, eligibility requirements, and claim procedures to enhance understanding.
- Trained new representatives on best practices in customer service protocols and software usage.
- Led initiatives to enhance member satisfaction through proactive engagement strategies and follow-up communications.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website to improve overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered prompt service to prioritize customer needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Provided bilingual support for customers in resolving inquiries and issues efficiently.
Education
Bachelor of Science - Assistant Administrator
- Honor Roll 1997
Bachelor of Science - Spanish Language And Literature
- Honor Roll 1999
Bachelor of Science - Communications
- Honor Roll 1998
Skills
Customer service
Call center experience
Eligibility verification
Data management
HIPAA compliance
Data entry
Microsoft Outlook
Document control
Records management
Microsoft outlook
Insurance verification
Customer eligibility assessment
Typing speed 40-45 wpm
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Laborer's Welfare & Pension Fund
08.2003 - CurrentRead More
University of Cuernavaca
Bachelor of Science from Spanish Language And Literature
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Randolph
Bachelor of Science from Assistant Administrator
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Inter Americana
Bachelor of Science from Communications
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