Patricia Cenoble
Tampa
Summary
Flexible Call Center Representative offering 8 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and resolving customer concerns. Committed to providing helpful answers and relevant information to retain clients.
Overview
8
8
years of professional experience
Work History
Remote First Notice of Loss Rep
National General Insurance Company
09.2023 - Current
- Responded to claim inquiries from auto insurance Policyholders and other parties
- Entered new loss report information, claim documentation and loss details for policy holder
- Learned and maintained a working knowledge of policies, procedures and processing systems
- Verified claim data correctness in preparation for processing
Remote Seasonal First Notice of Loss/RK Rep
MetLife
11.2022 - 05.2023
- Responded to claim inquiries from life insurance Policyholders
- Entered new loss report information, claim documentation and loss details for policy holder
- Calculated premiums and established payment methods
- Processed changes in insurance policies and periodically reassessed client needs
- Verified claim data correctness in preparation for processing
- Addressed customer inquiries to provide information and explanations on coverage and terms
- Maintained comprehensive database for enrollment data and claim submission
Seasonal Call Center Representative
Maximus (Previously GDIT)
11.2021 - 08.2022
- Worked through the Marketplace Open Enrollment
- Maintained strong call control and quickly worked through scripts to address problems
- Engaged actively with callers, confirming or clarifying information and diffusing anger
- Navigated through computer systems to review information and respond appropriately to callers
- Offered resolutions to de-escalate calls and solve customer issues
Call Center Representative
Alorica
06.2017 - 10.2020
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Educated customers on product and service details information
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Used proven techniques to de-escalate angry customers during telephone interactions
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer
Call Center Representative
General Dynamics Information Technology (GDIT)
09.2016 - 06.2017
- Worked through the Marketplace Open Enrollment
- Communicated with customers to assess and address their individual needs, providing them with timely and quality support
- Engaged actively with callers, confirming or clarifying information
- Updated databases with new and modified customer data
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
Education
High School Diploma -
Hillsborough High School
Tampa, FL01.2015
Skills
- Microsoft Office
- Customer Support
- Phone Etiquette
- Data Entry
- Payment Processing
- Live Chat
- Technical Support
- Claim filing
- Deescalating
- Data entry proficiency
Languages
English
Native or Bilingual
creole
Native or Bilingual
Timeline
Remote First Notice of Loss Rep
National General Insurance Company
09.2023 - Current
Remote Seasonal First Notice of Loss/RK Rep
MetLife
11.2022 - 05.2023
Seasonal Call Center Representative
Maximus (Previously GDIT)
11.2021 - 08.2022
Call Center Representative
Alorica
06.2017 - 10.2020
Call Center Representative
General Dynamics Information Technology (GDIT)
09.2016 - 06.2017
High School Diploma -
Hillsborough High School
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