Samantha Gonzalez

Made calls on behalf of a major health insurance to check in on customers and assist in gathering important medical information.

• Maintained accurate client records to ensure seamless communication between departments and staff members.
• Handled confidential client information with discretion, adhering to privacy regulations and company guidelines.

• Enhanced call center efficiency by effectively managing high call volumes and multitasking in a fast-paced environment.
• Improved customer satisfaction ratings by efficiently addressing and resolving inquiries, complaints, and requests.
• Exceeded daily call center metrics, consistently maintaining a high level of productivity and customer satisfaction.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
• Followed CDC guidelines to establish accuracy and compliance with COVID-19 protocols.
• Ensured compliance with federal, state, and local regulations regarding COVID-19 screening procedures and reporting requirements.
• Provided assistance with distribution of face masks and other equipment to equip individuals with protective gear.
• Enhanced infection control practices through rigorous sanitization of screening areas and equipment.
• Obtained temperatures of visitors and employees at entry of facility and asked screening questions.