Sana Fatima
Allen,Tx
Summary
Experienced customer service representative in the insurance sector with over 7 years of experience. Proficient in managing high-volume customer interactions and processing claims efficiently. Skilled in handling inquiries and resolving issues promptly through effective communication and active listening to boost customer satisfaction. Effective team collaborator, adaptable to changing needs, consistently focused on achieving results through efficient and empathetic service. Recognized for reliability and a proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
Customer Service Agent
GE Appliances
02.2025 - 05.2025
- Drive owner-focused solutions for customer issues; utilizing creativity and judgment-based reasoning skills by receiving incoming calls, e-mails, chats, or written inquiries and providing answers to contact inquiries related to product information and services.
- Research, analyze data, and make sound decisions relating to escalated owner matters while using good judgment to assist owners in a professional manner
- Knowledge of the web-based systems to retrieve data for troubleshooting and resolution, comfortable navigating through multiple systems at once
- Maintain professional interactions to promote and secure brand loyalty for GE Appliance Branded Products
- Managed approximately 30- 40 incoming calls, emails, and faxes per day from customers.'
- Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
Customer Service Specialist
Assurant
01.2018 - 02.2025
- Process claims for protection plans, including reimbursements and other benefits, while efficiently navigating multiple systems.
- Adhere to departmental scripts, quality assurance standards, average handle time (AHT), and call volume metrics to maintain service excellence.
- Manage time effectively to ensure department service levels and customer satisfaction goals are met.
- Provided prompt responses to customer inquiries, like claim procedures, coverage details, and claim determinations, including denied claims
- Resolved complex escalated customer issues, enhancing customer experience.
- Managed high call volume of 40-45 calls while maintaining a courteous and professional demeanor.
- Collaborated with team members to create effective strategies for improving the overall customer experience.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Educated customers about billing, payment processing, and support policies and procedures.
- Recommended, selected, and helped locate and obtain out-of-stock products based on customer requests.
Diet Clerk - Nutritional Services
Baylor Scott & White Hospital
01.2015 - 12.2017
- Followed company policies, standards, and regulatory guidelines to maintain compliance.
- Fostered positive and cooperative communication with patients and all levels of staff.
- Utilized the POS system to receive and process food and beverage orders.
- Demonstrated knowledge of menu items and corresponding ingredients.
- Cross-trained in other kitchen positions to support staff and meet customer needs and demands.
- Greeted customers and answered inquiries regarding menu items and specials.
- Delivered nourishment and supplements to the nurse station for distribution to specific residents.
- Increased availability of special diet options by working closely with food service providers to expand menu offerings.
- Conducted regular inventory management tasks, ensuring adequate supplies of food and dietary resources were available for patient needs.
- Streamlined dietary planning processes for increased efficiency, utilizing specialized software and electronic medical records.
- Collaborated with interdisciplinary healthcare teams to develop comprehensive care plans, incorporating individualized dietary recommendations.
Education
Bachelor of Arts - Psychology
Osmania University
India01.2005
Bachelor of Arts - Sociology
Osmania University
India01.2005
Bachelors of Arts - Eng-Literature
Osmania University
India01.2005
Skills
- Proficient in Office 365 software suite
- Adhere to HIPAA regulations
- Advanced Clerical Knowledge
- Tech-savvy, adaptable, and versatile
- Critical information accuracy assurance
- Efficient inquiry resolution
- Problem resolution
- Effective communication abilities
- Customer service expertise
- Technical support
- Product knowledge
- Computer proficiency
- Multitasking and organization
- Reliability and punctuality
- Time management
- CRM software
- Customer focus
- Customer complaint resolution
- Active listening
Certification
Certificate in Microsoft Word, Powerpoint, Excel, Outlook, Trained in using CRM Salesforce and other platforms
Accomplishments
- Received 5-star calls on evaluation
- Go the extra mile to ensure customer issues and concerns are fully resolved, leaving them satisfied and with a big smile.
Languages
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I can’t understand why people are frightened of new ideas. I’m frightened of the old ones.
John Cage
Timeline
Customer Service Agent
GE Appliances
02.2025 - 05.2025
Customer Service Specialist
Assurant
01.2018 - 02.2025
Diet Clerk - Nutritional Services
Baylor Scott & White Hospital
01.2015 - 12.2017
Bachelor of Arts - Psychology
Osmania University
Bachelor of Arts - Sociology
Osmania University
Bachelors of Arts - Eng-Literature
Osmania University
Work Preference
Work Type
Full TimePart TimeLocation Preference
On-SiteRemoteHybridImportant To Me
Flexible work hoursWork from home optionWork-life balance4-day work weekInterests
Volunteering,
Planting
Self improvement
Interior design
Cooking
Travelling
Researching
Software
CRM platform
Google suites
Microsoft office
Cisco
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