Summary
Overview
Work History
Education
Skills
Timeline
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Salem Sanchez

San Angelo,TX

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

7
7
years of professional experience

Work History

Customer Advocate Specialist

HCSC
San Angelo, TX
04.2022 - Current
  • Resolved customer issues in a timely manner with a high degree of accuracy.
  • Gathered customer feedback and relayed it to the appropriate team members.
  • Developed effective relationships with customers through excellent communication skills.
  • Created and maintained detailed records of customer interactions and transactions.
  • Assisted customers in navigating company websites for product information and resources.
  • Identified areas of improvement within customer service processes and procedures.
  • Analyzed customer data to determine trends in inquiries or problems.
  • Performed quality assurance checks on customer service representatives' work.
  • Work closely with other departments to ensure customer satisfaction was met.
  • Maintained up-to-date knowledge of products, services, policies, procedures, and regulations.
  • Collaborated with colleagues across teams to resolve escalated customer cases efficiently.
  • Followed established protocols for responding to complaints or difficult situations.
  • Provided regular updates on progress of outstanding cases to both internal staff and customers.
  • Continually sought out ways to improve the overall customer experience with the company's products and services.
  • Utilized problem solving skills when faced with complex or unique customer issues.
  • Ensured compliance with all relevant legal requirements regarding consumer protection laws.
  • Participated in weekly team meetings to discuss new developments or initiatives related to improving customer service operations.
  • Monitored online reviews from customers about their experiences dealing with the company's products and services.
  • Prepared reports detailing key metrics such as response time, resolution rate.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
  • Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
  • Lead in developing best practices for internal support processes (EX. Benefit Boot Camp)
  • IHD super user
  • Help with developing new processes for IHD SME Role
  • Assisted with many project to improve the esperance with our internal members as well as our external members ( EX. Assist Line procedure , RBA Project and IHD Project)

Customer Advocate

HCSC
San Angelo, TX
01.2019 - 04.2022
  • Provided customer support through phone, email and chat channels.
  • Researched customer inquiries to ensure accurate resolution of their issues.
  • Escalated complex customer cases as necessary to appropriate teams and departments.
  • Developed strong relationships with customers by providing timely responses and solutions.
  • Recorded detailed notes in customer accounts for future reference and follow-up.
  • Maintained a high level of professionalism while communicating with customers via all channels.
  • Advised customers on product features, technical specifications, installation processes..
  • Analyzed customer feedback data to identify areas of improvement in products or services offered.
  • Collaborated with colleagues across multiple departments to resolve customer issues quickly and efficiently.
  • Followed up with customers after resolution of their issue to ensure satisfaction was achieved.
  • Monitored incoming calls, emails, chats and other communication channels for customer inquiries.
  • Actively sought out ways to improve current processes related to customer experience.

Coach

Sitel
San Angelo, TX
06.2017 - 12.2018
  • Provided guidance to participants in order to help them develop their skills and achieve desired goals.
  • Created individualized plans and monitored progress of athletes towards set objectives.
  • Organized and implemented training sessions, drills and exercises to improve technique, agility and strength.
  • Mentored team members in order to build confidence and foster a supportive environment.
  • Analyzed performance data to identify areas of improvement for individuals or teams.

Education

GED -

Texas Education
Alpine TX
05-2018

Skills

  • Active Learning
  • Quality Control
  • De-Escalation Techniques
  • Call Documentation
  • Needs Assessment
  • Account Management
  • Customer Service
  • Transaction Processing
  • Decision-Making
  • Professional telephone demeanor
  • Project management abilities
  • Product Knowledge
  • Attention to Detail
  • Medical terminology knowledge
  • Interpersonal Communication
  • Professionalism
  • Understanding Customer Needs
  • Database Management
  • Reliability
  • Relationship Building
  • Document and Records Management
  • Microsoft Exchange
  • Problem-solving abilities
  • Customer Data Confidentiality
  • Customer service excellence
  • Quality Assurance Controls
  • Computer Skills
  • Microsoft Office expertise
  • Teamwork and Collaboration
  • Calm and Professional Under Pressure
  • Analytical Thinking
  • Data Evaluation
  • Team Collaboration
  • Self Motivation
  • Microsoft Office
  • Employee Coaching
  • Problem Resolution
  • Inbound and Outbound Calling
  • Remote Office Availability
  • Call Center Operations
  • Interpersonal Skills
  • Team building
  • Complaint resolution
  • Data Entry
  • Effective Communication

Timeline

Customer Advocate Specialist

HCSC
04.2022 - Current

Customer Advocate

HCSC
01.2019 - 04.2022

Coach

Sitel
06.2017 - 12.2018

GED -

Texas Education

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Salem Sanchez