Sandra Gonzalez
Chicago,IL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. 16 Years of experience in a high volume call center as a collections agent and customer service expert. I am punctual, self motivated, trustworthy, reliable, competent and can work independently or in a team environment.
Overview
7
7
years of professional experience
Work History
Customer Service Specialist
Oak Street Health
04.2023 - Current
- Handled 85-100 calls daily with 95% first call resolution.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
Medicare Pre-Sales Agent
PCG
01.2023 - 03.2023
- Handled 90-120 calls per day.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Met with customers to provide information about available products and policies.
- Calculated premiums and established payment methods for sales.
Pre-Sales Agent
Health IQ
09.2022 - 12.2022
- Handled over 200-250 calls per day.
- Assisted call-in customers with questions and orders.
- Increased sales and customer satisfaction through personalized servicing.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
Collections Representative
BMO Bank Of Montreal
03.2020 - 02.2022
- Handled 80-100 calls and consistently met or exceeded quota.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Processed payments and contracts on accounts.
Collections Representative
Career Education Corporation
03.2017 - 02.2020
- Handled 80-100 calls in fast environment with 95% resolution on student accounts.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Negotiated to collect balance in full.
- Achieved performance goals on consistent basis.
- Resolved challenging situations with friendly but firm strategies.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Education
Criminal Justice Certificate - Criminal Justice
City Colleges of Chicago - Wilbur Wright College
Chicago, IL06.2022
Skills
- Good Communication Skills
- Customer Service
- Customer Relationship Management
- Valid Driver's License
- Effective Written and Verbal Communication
- Call Centers
- Telephone Etiquette
- High-Volume Call Environments
- Microsoft Office
- Customer Information Databases
- Ability to Work Independently
- Call Volume and Quality Metrics
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Specialist
Oak Street Health
04.2023 - Current
Medicare Pre-Sales Agent
PCG
01.2023 - 03.2023
Pre-Sales Agent
Health IQ
09.2022 - 12.2022
Collections Representative
BMO Bank Of Montreal
03.2020 - 02.2022
Collections Representative
Career Education Corporation
03.2017 - 02.2020
Criminal Justice Certificate - Criminal Justice
City Colleges of Chicago - Wilbur Wright College
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