Krizia Saldarriaga Fuentes
Saint Cloud,USA
Summary
Over 13 years of experience in customer service, call center, office worker and data entry. Ability to work with programs such as Word, Excel, Outlook, ADP, Slack, Pure Cloud, Salesforce, Citrix, Genesys, Athena. Assertiveness to respond with kindness to the client and maintain excellent communication. Knowledge about most clerical processes in a company.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Inbound Call Center Representative
Humana
Orlando, Florida
03.2023 - Current
- Assisted customers with inquiries about health insurance plans and benefits.
- Resolved issues by coordinating with internal departments for accurate information.
- Utilized CRM software, Genesys Cloud, Salesforce, Athena, to log calls and track customer interactions efficiently.
- Handled high-volume inbound calls while maintaining a professional demeanor.
- Provided troubleshooting support for online account access and functionality issues.
- Collaborated with team members to improve service delivery and customer satisfaction.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
Customer Service Agent /Licensed Insurance Agent
Everise
Orlando, Florida
01.2021 - 02.2023
- Inbound and outbound calls.
- Oriented Humana members about benefits, setting up transportation appointments, medical appointments, help with claims and billings and answering any questions the member have.
- Follow call flow, create new account, work with citrix, avaya, forticlient system.
- Help member go through websites and respond questions.
- Sales for Aon Health Solutions and customer services, provide scoop of appointment, completed the sales process with the client.
- Oriented members for Medicare enrollment process.
- Work with Nice and Avaya software phones.
- Centene license agent sales calls.
- H&R Block customer service, set up appointments with a tax professional, follow the call flow, make some knowledge search to answer questions, de-escalated issue, manage data in salesforce, answer a high volume calls.
Remote Call Center Agent
Patlive
Orlando, Florida
01.2020 - 01.2021
- Customer services.
- Answering a high volume of calls.
- Navigate Florida Department of Health and DCF system.
- Provide guidance to the customer.
- Transfer calls to the right department.
- Contact tracer.
- Call script.
- Managed ADP, Pure Cloud, Slack, Outlook.
Education
High School Diploma -
Colegio Beato Carlos Manuel
Bayamon, PRDegree - Focus Human Biology
University of Puerto Rico
Medical Technology
Interamerican University
Cupey, PRSkills
- Ability to work under pressure
- Teamwork
- Performance with little supervision
- Organized
- Responsible and punctual
- Technology skills
- Good communication skills
- Multitask
- CRM software
- Health insurance knowledge
- Troubleshooting support
- Call flow adherence
- Electronic data entry
- Time management
- Empathy and patience
- High-volume call centers
- Script adherence
- CRM system expert
Certification
- Making Contact: Training for Covid-19 Contact Tracer
- HIPAA: Business Associate Training
- Medicare Training
- Tax professional Training
- Insurance Sales Training
- Florida Health Insurance License
Timeline
Inbound Call Center Representative
Humana
03.2023 - Current
Customer Service Agent /Licensed Insurance Agent
Everise
01.2021 - 02.2023
Remote Call Center Agent
Patlive
01.2020 - 01.2021
High School Diploma -
Colegio Beato Carlos Manuel
Degree - Focus Human Biology
University of Puerto Rico
Medical Technology
Interamerican University