Collaborative team player with exceptional attention to detail and strong communication, time management and organizational abilities. Driven to provide first-rate administrative support for fast-paced operations. Ensured that customers were satisfied with company products and services by doing purchase follow-up calls. Dedicated Customer Service Representative who provides exceptional customer service through active listening and problem solving.
Hi, I’m
ROSA LARA
El Paso,TX
Summary
Overview
7
years of professional experience
1
Certification
2
Languages
Work History
ADP- Automated Data Processing
Insurance Consultant
02.2022 - Current
Job overview
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Met with customers to provide information about available products and policies.
- Finalized sales and collected necessary deposits.
- Conducted annual reviews of existing policies to update information.
- Calculated premiums and established payment methods for sales.
- Collected premiums on or before effective date of coverage.
- Identified and solicited sales prospects in agency databases.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
Aerotek/ ADP- Automated Data Processing
Insurance Agent
07.2021 - 02.2022
Job overview
- Responded to customer calls swiftly to resolve issues and answer questions.
- Enhanced insurance agency reputation by accommodating new and different requests and by exploring opportunities to add value.
- Maintained high standards of customer service by building relationships with clients.
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation.
Kforce/CDC Vaccination Hotline Project
Customer Service Representative
04.2021 - 06.2021
Job overview
- Ensured that US Citizens received the most up to date information so that they were able to schedule and obtain their COVID-19 Vaccinations. This was done by taking ownership of every interaction to partner with each caller to relay locations, and details in order for the completion of the task.
- Remained responsible for following CDC Guidance and information to assist callers who have questions regarding COVID-19 and the Vaccinations available and the process and information they needed to resolve concerns regarding the vaccines and requirements.
- Took responsibility of putting forward a Customer Conscious attitude on the phones in an effort to assist the callers; as well as meet the Key Performance Indicators that the Project Manager put in place ranging from Talk Time, Hold Rate and Dead Air Policy and Quality Call Monitor.
- Successfully worked remotely; with little need for immediate supervision; remaining in Adherence with my Schedules as well as using my resources to resolve issues through both Calls and Systems concerns rapidly and effectively.
Oveana
Customer Service Representative
09.2018 - 08.2019
Job overview
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Provided elevated customer experience to generate loyal clientèle.
- Scored in top 5% of employees for successful QA scores.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.
HGS
Customer Service Representative
09.2017 - 08.2018
Job overview
- Answered customer telephone calls promptly and in an appropriate manner.
- Determined customer needs by asking relevant questions and listening actively to the responses.
- Data Entry
- Provided medical claim information to members as far as co-payments and insurance payments.
- Added new material to file records and created new records.
- Reviewed and updated client correspondence files and scheduling database.
- Organized forms, filed records and prepared correspondence and reports.
- Provided member with insurance benefits
- Submitted prior authorizations and medication overrides for members
Education
El Paso Community CollegeEl Paso
Bachelor of Science from Nursing
University Overview
Emerald Nursing SchoolEl Paso, TX
Associate of Science from Certified Nurse Assistant
2015
University Overview
- CPR Certification
- First-Aid Certification
El Paso High SchoolEl Paso, TX
High School Diploma
2013
University Overview
Skills
- Insurance Policy Coverage Knowledge
- Billing Procedures
- Customer Accounts Management
- Premium Calculations
- Licensing Requirements
- Risk Management Processes
- Good telephone etiquette
- Multi-tasking ability
Certification
- Property and Casualty License - Texas
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Insurance Consultant
ADP- Automated Data Processing
02.2022 - Current
Insurance Agent
Aerotek/ ADP- Automated Data Processing
07.2021 - 02.2022
Customer Service Representative
Kforce/CDC Vaccination Hotline Project
04.2021 - 06.2021
Customer Service Representative
Oveana
09.2018 - 08.2019
Customer Service Representative
HGS
09.2017 - 08.2018
El Paso Community College
Bachelor of Science from Nursing
Emerald Nursing School
Associate of Science from Certified Nurse Assistant
El Paso High School
High School Diploma