Paula Sepulveda

Answer customer telephone calls regarding existing mortgage accounts.

Consult with customers to evaluate needs and determine best options.

Processed mortgage payments.

Processed payoff statements.

Educated customers about billing, payment processing and support policies and procedures.

Maintained up-to-date knowledge of product and service changes.

Investigated and resolved customer inquiries and complaints quickly.

Developed and updated databases to handle customer data.

Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Followed up with customers about resolved issues to maintain high standards of customer service.

• Provided Customer support services with prescription drugs plans for medicare persons.
• Assisted members with pre enrollment information, copays information, plan cost, plan changes, premiums, plan
  payments, plans information, prescriptions information, Dr. Request for prescriptions coverage.
• Manage multi database company system as: care connects,wellcare link, navigator system, and others.
  Also worked at Windstream internet services on the same company but different account.
• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Updated account information to maintain customer records.
• Responded to customer requests for products, services, and company information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Met customer call guidelines for service levels, handle time and productivity.

Create daily schedules for maintenance.

Direct reports with clients and managers.

Keep inventory of products.

Payroll Management for the employees.

Partnered with vendors and suppliers to effectively manage and budget.

Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Oversaw appointment scheduling and itinerary coordination for both clients and personnel.

Kept high average of performance evaluations.