Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

SANDRA DELGADO

Kissimmee,FL

Summary

Dedicated Customer Service Representative with exceptional oral and written communication skills, complemented by strong active listening and analytical problem-solving abilities. Committed to enhancing customer experiences through service-oriented behaviors, keenly understanding customer needs, and delivering tailored solutions that foster loyalty. Proven track record in effectively addressing and resolving customer issues while maintaining a strong focus on team collaboration to achieve positive outcomes. Recognized for reliability and adaptability, consistently demonstrating excellent communication and problem-solving capabilities in dynamic environments.

Overview

19
19
years of professional experience

Work History

Customer Service Representative

Guidehealth
08.2023 - Current
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.

Customer Care Service Representative

Healthcare Support Staffing
09.2022 - 07.2023
  • Answering incoming calls from consumers and providers on eligibility, benefits, complaints.
  • Document call in several computer systems
  • Make outbound calls to coordinate care between consumers, providers and pharmacies.
  • Answered constant flow of customer calls with minimal wait times.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Updated account information to maintain customer records.

Customer Service Representative

Maximus
09.2006 - 08.2017
  • Promoted and assigned to work remotely after successfully demonstrating ability to work independently as well as gaining trust and respect of management
  • Answer all callers' general inquiries related to Medicaid, Child Health Plus and Marketplace
  • Answer calls from consumers including general public, prospective enrollees and people assisting enrollees or acting on their behalf
  • Track and document all inquiries using applicable systems
  • Meet and exceed Quality Assurance (QA) and other key performance metrics
  • Transfer/refer consumers escalate issues as appropriate
  • Facilitate fulfillment of consumer requests for materials via mail, email, or download
  • Facilitate translation services for non-English speaking callers according to procedures
  • Identify needs for social services of people interviewed and refer them accordingly
  • Attend meetings/trainings as requested and maintain up-to-date knowledge of all programs and systems
  • Evaluated financial performance of investments, acquisitions and other business opportunities to provide strategic recommendations.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns

Education

Associates Degree - Healthcare Administration

Monroe College
The Bronx, NY
01.2004

Skills

  • Customer Service and Assistance
  • Call Control
  • Team Goals
  • Strong Telephone Etiquette
  • Information Updates
  • Client Relationships

Languages

Spanish
Full Professional

Timeline

Customer Service Representative

Guidehealth
08.2023 - Current

Customer Care Service Representative

Healthcare Support Staffing
09.2022 - 07.2023

Customer Service Representative

Maximus
09.2006 - 08.2017

Associates Degree - Healthcare Administration

Monroe College

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