Summary
Overview
Work History
Education
Skills
Timeline
SoftwareDeveloper
MIRZA Z. ALFARO

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

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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

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MIRZA Z. ALFARO