MIRZA Z. ALFARO
Ruther Glen,VA
Summary
CUSTOMER SERVICE PROFESSIONAL A top-performing and driven professional with comprehensive experience in information technology best practices and methodologies, technical issue resolution. A self-starter who thrives in collaborative, team-oriented environments. Masters new skills, concepts, and methods with ease. Recognized for exceeding performance expectations.
Overview
17
17
years of professional experience
4
4
years of post-secondary education
1
1
Language
Work History
Customer Care Support
Carfax
Centreville, Va
06.2018 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Created customer support strategies to increase customer retention.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Applied best practices in customer service, sales and employee management to exceed organizational goals.
- Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC).
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
AMERIHEALTH CARITAS, Care Connector
Washington D.C.
01.2013 - 01.2018
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Arranged transportation and documented details of discharge transition plans.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Maintained and managed customer files and databases.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Recorded actions taken, issues resolved and information provided to effectively manage customer accounts.
- Exhibited high energy and professionalism when dealing with clients and staff.
Telephone Claims Representative
GEICO INSURANCE
Fredericksburg, VA
01.2005 - 01.2013
- Provided primary customer support to internal and external customers.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Conducted thorough property investigations to identify and classify damages for customer claims.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Education
Bachelor of Science - Network Technology and Database Management
Strayer University
06.2018 - Current
Associate of Arts - Biology
Northern Virginia Community College
Skills
TeamworkTime ManagementProblem SolvingPROFICIENCY & LANGUAGESMicrosoft Office Suite, Adobe Photoshop, basic SQL, basic Visual Studio/
Research and due diligence
Training and mentoring
Customer Relations
Account updates
Inter-department collaboration
Salesforce
Timeline
Customer Care Support
Carfax
06.2018 - Current
Bachelor of Science - Network Technology and Database Management
Strayer University
06.2018 - Current
AMERIHEALTH CARITAS, Care Connector
01.2013 - 01.2018
Telephone Claims Representative
GEICO INSURANCE
01.2005 - 01.2013
Associate of Arts - Biology
Northern Virginia Community College