Myrna Serrano
Palm Bay,FL
Summary
Dynamic professional with extensive experience, excelling in customer service and sales operations. Proven track record in performance evaluation and conflict resolution, driving team efficiency and customer satisfaction. Skilled in HIPAA compliance and adept at analyzing data to enhance service delivery. Committed to fostering collaboration and achieving results.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Service Representative/Back Office Specialist
TTEC Holdings-Bank of America
Palm Bay, FL
01.2023 - 05.2024
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Maintained a high level of professionalism when dealing with difficult customers.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Team Leader, Sales Operations
Ttec - HealthCare Solutions-UnitedHealthcare
Palm Bay, FL
06.2020 - 01.2023
- Monitored staff performance and provided feedback on areas of improvement.
- Organized training sessions for new employees on operational procedures.
- Resolved customer complaints quickly and efficiently.
- Actively participated in cross-functional meetings to discuss current projects.
- Implemented strategies to increase efficiency within the team.
- Conducted regular performance reviews with team members to assess strengths and weaknesses.
- Provided daily direction and guidance to team members in Sales Operations.
- Coached team members on best practices for achieving success in their roles.
- Analyzed data to identify trends in customer behavior and preferences.
- Created detailed reports outlining key metrics such as sales volume, conversion rates.
- Provided technical support when necessary to resolve system issues or errors.
- Recruited and trained new employees to meet job requirements.
Insurance Agent
Ttec HealthCare Solutions-UnitedHealthcare
Melbourne, FL
06.2015 - 03.2020
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Maintained accurate records of all insurance transactions using computer software systems.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Monitored market conditions to ensure that existing policies remain competitively priced.
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
- Assessed customer risk levels and recommended appropriate coverage options.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Gathered detailed information from customers prior to offering quotes or making recommendations.
- Explained complex technical terms related to insurance plans in simple language for easy understanding.
- Explained coverage options to potential policyholders, answering questions or concerns.
Education
Bachelor of Science - Biology
University of Puerto Rico
San Juan, PR05-1988
Skills
- HIPAA regulations compliance
- Microsoft Excel and PowerPoint
- Sales strategy
- Performance evaluation
- Communication skills
- Coaching skills
- Leadership skills
- Leadership/communication skills
- Team collaboration skills
- Employee training
- Conflict resolution
- Team leadership
- Administrative tasks
- Cross-functional collaboration
- Report generation
- Upselling techniques
- Analytical thinking
- Verbal and written communication
- Problem-solving
- Issue resolution
- Decision-making
- Calm under pressure
- Dependable and responsible
- Administrative support
- Sales analysis
- Understanding of insurance policies
- Insurance pre-certifications
- Eligibility requirements
- Insurance practices
- Mastery of insurance terms
Languages
Spanish
Full Professional
Certification
- Health Insurance W273672
- NPI 17688969
Timeline
Customer Service Representative/Back Office Specialist
TTEC Holdings-Bank of America
01.2023 - 05.2024
Team Leader, Sales Operations
Ttec - HealthCare Solutions-UnitedHealthcare
06.2020 - 01.2023
Insurance Agent
Ttec HealthCare Solutions-UnitedHealthcare
06.2015 - 03.2020
Bachelor of Science - Biology
University of Puerto Rico
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