Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Nayeli Cantu

Bowie

Summary

Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.

Overview

6
6
years of professional experience

Work History

Customer Service Representative

TTEC
09.2024 - Current


  • Identified areas of improvement in customer service processes and suggested changes accordingly.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Used approved scripts to de-escalate angry customers during telephone interactions.
  • 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.
  • Responded to customer inquiries and problems to promote great service.
  • Engaged customers and provided high level of service by carefully explaining details about documents.
  • Monitored customer satisfaction levels through surveys and feedback forms.
  • Provided accurate information about products and services to customers.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Maintained high levels of professionalism when interacting with customers both verbally and written.
  • Resolved customer complaints by identifying problems, researching solutions, and providing corrective action plans.
  • Utilized computer systems to access accounts for research purposes.
  • Answered incoming calls in a timely manner and provided accurate information on products and services.
  • Maintained confidentiality of sensitive information.
  • Answered incoming phone calls and directed callers to appropriate departments and personnel.
  • Reviewed, corrected or deleted data, verifying customer and account information.
  • Provided guidance on Medicaid benefits, rights, and responsibilities to applicants and their families.
  • Coordinated communication between clients and state agencies to facilitate timely application processing.
  • Reviewed and analyzed documentation to ensure compliance with state regulations and policies.
  • Conducted eligibility assessments to determine Medicaid qualification for applicants.
  • Conducted thorough eligibility assessments, ensuring compliance with federal and state Medicaid policies.
  • Maintained up-to-date knowledge of Medicaid regulations, ensuring accurate eligibility determinations.
  • Evaluated case outcomes, identifying trends to recommend improvements in service delivery systems.
  • Collaborated with team members to streamline call handling processes for improved efficiency.
  • Assisted in training new staff on call protocols and customer service best practices.
  • Monitored and analyzed call metrics to identify areas for performance improvement.
  • Participated in team meetings to discuss strategies for enhancing service quality and operational efficiency.
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.

Daycare Teacher

First Baptist Child Development Center
04.2024 - 07.2024
  • Introduced learning activities and imaginative play to teach children to explore.
  • Sparked creativity and imagination by helping children discover new things each day.
  • Administered first aid and medication in accordance with health and safety regulations.
  • Read aloud and played alphabet games to encourage early literacy.
  • Communicated regularly with parents regarding their child's progress or behavioral issues.
  • Supervised circle time, free play, outside play, and learning and developmental activities.
  • Engaged with children on individual basis to build positive, trusting relationships.
  • Managed record keeping duties such as attendance records and daily reports of individual child activities.
  • Coordinated with co-teachers and staff to plan and execute school events and field trips.
  • Supervised children during meal times, playtime, and other activities.
  • Removed hazards and developed appropriate boundaries and rules to create safe environment for children.
  • Communicated with children's parents and guardians about daily activities, behaviors and problems.
  • Organized creative and fun activities, enhancing children's physical, emotional and social well-being.

Dental Assistant

Excellent Dental
08.2022 - 10.2022
  • Prepared patients rooms - Clean and sterilize after each patient.
  • Sterilized instruments -impressions- assisted with fillings- provided great customer service.

Covid19 Screener

Wise Health System
09.2020 - 03.2022
  • Communicated professionally to explain Covid19 screening procedures to staff members, patients and visitors.
  • Screened employees and visitors using specific protocol and non contact infrared thermometers.
  • Maintained compliance with HIPAA protocols.
  • Exceeded customer satisfaction by finding solutions to problems.

Caregiver

Independence Hall
08.2019 - 08.2020
  • Observed patients for changes in physical, emotional mental or behavioral condition and injuries.

Education

Certified Dental Assistant - undefined

Wichita Falls Dental Assisting
Wichita Falls, Tx
10.2022

Diploma - undefined

Bowie High School
Bowie, Tx
01.2019

Skills

  • Conflict Resolution
  • Communication
  • Critical Thinking
  • Active Listening
  • Customer Service
  • Teamwork
  • Attention to Detail
  • Dependable and Reliable
  • Problem Solving
  • Willingness to Learn
  • Accurate reporting
  • Company Processes and Procedures
  • Account updating
  • New teller training
  • [Software] CRM system proficiency
  • Problem-solving
  • Microsoft outlook
  • Customer relations
  • Active listening
  • Adaptive team player
  • Call escalation
  • CRM software
  • Documentation
  • Quality control
  • Complaint resolution
  • Multi-task management

Languages

Fluent English

Timeline

Customer Service Representative

TTEC
09.2024 - Current

Daycare Teacher

First Baptist Child Development Center
04.2024 - 07.2024

Dental Assistant

Excellent Dental
08.2022 - 10.2022

Covid19 Screener

Wise Health System
09.2020 - 03.2022

Caregiver

Independence Hall
08.2019 - 08.2020

Certified Dental Assistant - undefined

Wichita Falls Dental Assisting

Diploma - undefined

Bowie High School

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