Priscilla Morin
San Antonio,TX
Summary
Experienced with customer interactions and service excellence. Utilizes active listening and problem-solving to address and resolve customer concerns effectively. Track record of maintaining customer satisfaction and fostering loyalty through clear communication and empathy.
Overview
14
14
years of professional experience
Work History
Call Coach
Aetna
08.2020 - Current
- Promoted from CSR position.
- Enhanced team performance by developing and implementing effective call coaching strategies.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
- Streamlined communication between departments, ensuring timely resolution of customer concerns.
- Provided comprehensive training for new team members, resulting in faster onboarding and better overall performance.
- Maintained up-to-date knowledge of product and service changes.
CSR
Aetna
08.2019 - Current
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Delivered outstanding problem-solving skills in addressing recurring issues that resulted in improved operational efficiency.
Benefit Eligibility Analyst
FCE Benefits
01.2016 - 04.2019
- Update any/all information needed for multiple clients
- Each client has a range of 56-2000 employees
- Post the hours worked for each employee per client
- Check bundle the amount of monies received from the client and match it with the total contributions worked per employee for the month
- Update address information as needed
- Terminate the employees per the client request when an employee resigns
- I then send out a COBRA letter to the employee
- During open enrollment season, which is 1/1 for majority of my clients, my duties are to process enrollment for all my client either by paper or through web
- Verify if the new enrollment form is the same as the year prior, if not, it is my job to make the necessary changes
- Attend multiple meetings weekly and make annotations
Customer Service Representative
FCE Benefits
01.2016 - 01.2017
- Assist providers and employees with the following;
- Provide the remaining deductible
- Provide the medical, dental, vision, and RX coverage as requested
- Walk the employees through web enrollment if needed
- Promoted to Benefit Eligibility department after 6 months of working in the Customer Service department
Entitlement and Redaction Specialist
Texas Department of Family and Protective Service (DFPS)
01.2013 - 01.2015
- Determine entitlement and redact the following requests accordingly;
- General Request
- Court Order Adoptions
- Adoptions/HESGH
- CLASS
- Schools
- Administrative reviews
- Maintaining an 1100-1200 page count daily
Call Director
VMC/VOLT
01.2012 - 01.2013
- Customer Support for Apple devices
- Process payments over the phone
- Directing customer calls to proper departments
Cashier
WAL-MART
01.2011 - 01.2012
- Handling large amounts of money
- Customer Service desk
- Returning the items of the customers
- Money Center
- Process Money Grams
- Cash paychecks
- Sending Money orders
Education
Bachelor of Science - Criminal Justice
The University of Texas At San Antonio
San Antonio, TX12-2025
Associate of Science -
Alamo Community College
05-2023
High School Diploma -
South San Antonio High School
01.2011
Skills
- Adobe Analytics
- Digital Analytics
- Scheduling
- Receptionist
- Billing
- Data Entry
- Filing
- Bilingual
- Call Center
- Customer Care
- Customer Service
- Customer Support
- CSR
Personal Information
Willing To Relocate: Anywhere
Languages
Spanish
Limited Working
Timeline
Call Coach
Aetna
08.2020 - Current
CSR
Aetna
08.2019 - Current
Benefit Eligibility Analyst
FCE Benefits
01.2016 - 04.2019
Customer Service Representative
FCE Benefits
01.2016 - 01.2017
Entitlement and Redaction Specialist
Texas Department of Family and Protective Service (DFPS)
01.2013 - 01.2015
Call Director
VMC/VOLT
01.2012 - 01.2013
Cashier
WAL-MART
01.2011 - 01.2012
High School Diploma -
South San Antonio High School
Bachelor of Science - Criminal Justice
The University of Texas At San Antonio
Associate of Science -
Alamo Community College
Similar Profiles
Lauren RileyLauren Riley
Customer Service Supervisor at AetnaCustomer Service Supervisor at Aetna
TRISTA GRIFFISTRISTA GRIFFIS
Authorization Coordinator at AetnaAuthorization Coordinator at Aetna
Karen WardKaren Ward
Customer Service Team Lead at AetnaCustomer Service Team Lead at Aetna