Summary
Overview
Work History
Education
Skills
Certification
Volunteer Experience
Work Preference
Timeline
Generic

Sandra Gonzalez-Fahimnia

Las Vegas,NV

Summary

Focused customer service with over 10 years of experience in call centers, service and support. Knowledgeable managing my own business and problem-solver with strong record of accomplishment in meeting and exceeding productivity targets. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams by combining years of experience in call centers.

Overview

27
27
years of professional experience
1
1
Certification
1
1

English

2
2

Spanish

1
1

Italian

Work History

Status Claim/Auto FNOL

Foundever
10.2023 - Current
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Maintained high levels of accuracy in data entry, ensuring proper documentation for each claim processed.
  • Ensured compliance with state regulations by staying informed about changes in legislation affecting the auto insurance industry.
  • Streamlined communication channels with customers, ensuring prompt responses to inquiries and concerns.
  • Provided empathetic support to customers during difficult situations while maintaining professional boundaries as an Unlicensed Auto Claim Specialist representative.
  • Demonstrated exceptional attention to detail when evaluating vehicle damage assessments for accurate claim payouts.
  • Increased team productivity by sharing best practices and collaborating on complex cases.
  • Contributed to departmental goals by consistently meeting or exceeding individual performance metrics.

Credit Card Specialist

Ttec (work from home)
08.2023 - Current
  • Provide accurate and appropriate information in response to members' inquiries
  • Demonstrate mastery of member service calls within specified timeframes
  • Address member service inquiries in a timely and accurate fashion
  • Build member loyalty by placing follow-calls to members who report product issues
  • Maintain confidentiality of bank records and members information
  • Build members confidence by actively listening to their concerns and giving appropriate feedback
  • Analyze and review a customer's credit application and financial records to determine whether or not the customer qualifies for a loan or a line of credit
  • Knowledge of all applicable governing regulations and bodies
  • Assist members in resolving disputes related to credit card refunds and chargebacks
  • General member service such as answering phone calls, emails, and/or data entry to process new credit cards

Owner Manager/Insurance License Broker

MyVision Health Insurance ( Self Employee)
04.2019 - 10.2022
  • Managed day-to-day business operations.
  • Developed and maintained strong relationships with clients and carriers, resulting in repeat business and referrals.
  • Conducted research to answer questions and handle issues using multiple systems and resources.
  • Implemented marketing strategies to increase brand awareness and attract new customers.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
  • Evaluated suppliers to maintain cost controls and improve operations.
  • Established foundational processes for business operations.
  • Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
  • Expanded product offerings by researching market trends and identifying potential growth opportunities.
  • Streamlined operations to improve efficiency, enabling more time to be spent on strategic planning and decision making.
  • Managed purchasing, sales, marketing and customer account operations efficiently.
  • Proactively identified areas of risk within the organization implemented necessary safeguards mitigating any potential negative impact on the business.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
  • Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.
  • Completed training programs to remain compliance on Health Insurance regulation and compliance.
  • Adhered to health and prescription insurance products, delivery systems, and claims systems.
  • Maintained up-to-date knowledge of industry trends, ensuring that clients received the most accurate information to make informed decisions on Medicare plans.

Disease Investigator/Contact Tracer

TEKsystems ( CCSD Contractor)
09.2021 - 04.2022
  • Answer phone calls regarding information on COVID-19 positive Students/Staffs to determine possible personal and health history related to transmitted diseases
  • Educates and councils contacts regarding transmitted diseases and risk reduction
  • Locates persons who have been reported to have COVID-19 or who have been in contact with individuals to submit necessary laboratory specimens and such other necessary control measures
  • Encourages persons who have been in contact with COVIED-19 to have medical examinations and laboratory specimens and such other necessary control measures
  • Encourages persons who have been in contact with COVID-19 to have medical examinations and laboratory testing as applicable
  • Provides information and education on COVID-19 to phone inquiries
  • Conducts interviews with persons who are COVID-19 positive status
  • Conducted investigations to discover unreported cases
  • Performs a variety of duties relating to the preparation of reports, entering personal data on patient registers and preparing correspondence to send patients who need medical examination and treatment

Customer Service Representative

Liberty Dental
02.2019 - 07.2019
  • Respond to basic telephone, electronic, written inquiries from customers
  • Expediently access reference materials to analyze and determine appropriate responses to telephone, electronic and written inquiries
  • Communicate basic eligibility, benefits and claims status and forward specific inquiries as directed for priority resolution
  • Accurately complete online/hard copy forms and route to the appropriate department
  • Document each customer encounter or resolution in the appropriate computer tracking system
  • Obtain pertinent patient demographics and document this information in a patient database when required
  • Provide information or transfer calls for subscribers such as questions pertaining to insurance, billing, claims or eligibility
  • Identify, report and document system discrepancies
  • Meet and maintain production standards, counts and inquiry response turnaround

Inbound Customer Service Representative

TeleTech Call Center
08.2017 - 02.2019
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • & Campaigns: Bank of the West Customer Service Representative (Contractor).
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Projects & Campaigns: Bank of the West Customer Service Representative (Contractor.
  • Have sufficient knowledge about the banking products and services and respond to all inquiries accordingly.
  • Ensure that all the bank's policies and procedures, code of conduct and regulatory guidelines are strictly complied with in the process of discharging duties.
  • Inform and suggest new banking products to customers
  • Provide information to customers on their account status and account balances
  • Open new bank accounts according to laid down rules and guidelines
  • Suggest effective ways through which the bank can promote its products and services and increase customer satisfaction
  • Ensure that customers' confidential information is properly protected and only used for official purposes
  • Be involved in performing some financial related and marketing transactions
  • Channel complex customer complaints and challenges to the right quarters for effective resolution
  • United Healthcare 2017 Open Enrollment (Contractor)
  • Call potential clients to expand their customer base
  • Interview prospective clients to get data about their financial resources and discuss existing coverage
  • Explain the features of various policies
  • Analyze clients' current insurance policies and suggest additions or changes
  • Customize insurance programs to suit individual clients
  • Handle policy renewals
  • Maintain electronic and paper records
  • Help policyholders settle claims
  • OPTUM Healthcare Advisor (Contractor)
  • Respond to and resolve on the first call, customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence
  • Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options, maximizing the value of their health plan benefits and choosing a quality care provider
  • Intervene with care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
  • Assist customers in navigating myuhc.com and other UnitedHealth Group websites and encourage and reassure them to become self-sufficient
  • Provide education and status on previously submitted pre-authorizations or pre-determination requests

Host/Cashier

Texas Station Hotel & Gambling Hall
10.2015 - 10.2016
  • Supervise and coordinates activities of dining room personnel to provide fast and courteous service to patrons
  • Schedule dining reservations and arrange parties or special services for diners
  • Greet guests, escort them to tables, and provide menus
  • Assign work tasks and coordinates activities of dining room personnel to ensure prompt and courteous service to guests
  • Inspect dining room serving stations for neatness and cleanliness, and requisitions table linens and other dining room supplies for tables and serving stations
  • Interview, hire, and discharge dining room personnel
  • Schedule work hours and keep time records of dining room workers
  • Total receipts, at the end of shift, to verify sales and clear the cash register

Pawnbroker

Super Pawn
04.2014 - 06.2016
  • Prevented store losses using awareness, attention to detail and integrity
  • Interacted with customers to follow-up on shipping status' and expedited orders
  • Estimated price of valuables, ex: coins, gold and silver jewelry and paid money to the customer based on value
  • Worked Independently
  • Responsible for shipping out orders in a timely manner
  • Performed store opening and closing duties, including counting cash drawers and checking equipment for proper functioning
  • Processed merchandise returns or exchanges

Front Desk Clerk

PALACE STATION HOTEL & CASINO
11.2014 - 05.2015
  • Handled guest complaints professionally, resolving issues quickly to maintain high levels of satisfaction.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Used internal software to process reservations, check-ins and check-outs.
  • Processed payments accurately while maintaining accountability for cash drawer balances at the beginning and end of shifts.
  • Developed strong relationships with guests through friendly interactions, anticipating their needs and exceeding expectations.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained an inviting front desk area by keeping it clean, organized, and well-stocked with necessary materials.
  • Managed reservations, cancellations, and modifications with accuracy to maintain organized booking records.
  • Provided exceptional customer service for a positive guest experience, resulting in repeat business.
  • Answered multi-line phone system and transferred callers to appropriate department or staff member.
  • Entered and updated sensitive customer information during check-ins and room changes.
  • Contacted housekeeping staff and maintenance department to resolve issues with guest rooms.
  • Maintained transaction security by verifying payment cards against identification.
  • Contributed to team goals by maintaining a positive attitude and supporting coworkers during busy periods or challenging situations.
  • Stayed knowledgeable about hotel services, local attractions, and events to provide accurate information to guests upon request.
  • Streamlined check-in and checkout processes to improve efficiency and reduce wait times.
  • Welcomed each new arrival pleasantly and confirmed reservations and identification.

Teacher's Aide (Interventionist Assistant)

IMAGINE SCHOOL MOUNTAIN VIEW
09.2013 - 03.2015
  • Assisted teachers with supervision and care of group of 21 children.
  • Supported student physical, mental, and social development using classroom games and activities.
  • Assisted teachers with classroom management and document coordination to maintain positive learning environment.
  • Supported student learning objectives through personalized and small group assistance.
  • Maintained safety and security by overseeing students in recess environments.
  • Set up visual aids, equipment, and classroom displays to support teacher's lesson delivery.
  • Supported classroom activities, tutoring, and reviewing work.
  • Distributed learning materials such as worksheets, textbooks and group assignments.
  • Graded assignments and reported individual progress to teacher.
  • Partnered with teacher to plan and implement lessons following school's curriculum, goals, and objectives.
  • Supported classroom maintenance and upkeep, organizing books and materials.
  • Facilitated activities in small groups to reinforce concepts taught by class teacher.

Administrator Assistant

McGuire Research Service
04.1997 - 11.2001
  • Answers and transfers phone calls, screening when necessary
  • Handled high volume of phone calls, directing callers to appropriate personnel or providing information as needed.
  • Managed confidential information with discretion, ensuring the privacy of sensitive documents.
  • Managed incoming mail and correspondence, distributing items as necessary while maintaining confidentiality of sensitive materials.
  • Maintained a professional office environment, ensuring cleanliness and proper organization of supplies.
  • Composed, edited and prepared correspondence and other department documents.
  • Performed routine clerical tasks by scanning, filing, and copying documents.
  • Calculated hours and submitted payroll to achieve timely distribution of funds for [Number]-person team.
  • Reduced errors in documentation through meticulous proofreading before submitting reports or other written materials.
  • Improved team collaboration by managing schedules and coordinating meetings for staff members.
  • Streamlined office operations by implementing efficient filing and organizational systems.
  • Executed record filing system to improve document organization and management.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Facilitated timely delivery of special projects to meet organizational and departmental objectives.

Education

High School Diploma -

Academy San Antonio De Padua
Santo Domingo, DR

Skills

  • Fluent in English and Spanish
  • Friendly, Positive Attitude
  • Attention to Detail
  • Teamwork and Collaboration
  • Problem-Solving
  • Strong organizational Skills
  • Excellent oral, written and communication skills
  • Clear and articulate phone manner
  • Customer Service
  • Excellent Communication
  • Knowledge of principles and practices of basic office management
  • Computer Skills

Certification

  • Contact Tracing
  • Health & Accident License
  • HIPAA certificate

Volunteer Experience

IMAGINE SCHOOL MOUNTAIN PTO, 09/12, 09/13, Founder Vice-President

Work Preference

Work Type

Full TimeContract WorkInternship

Location Preference

RemoteHybrid

Important To Me

Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsWork from home option401k matchStock Options / Equity / Profit SharingPaid time offFlexible work hoursPersonal development programs

Timeline

Status Claim/Auto FNOL

Foundever
10.2023 - Current

Credit Card Specialist

Ttec (work from home)
08.2023 - Current

Disease Investigator/Contact Tracer

TEKsystems ( CCSD Contractor)
09.2021 - 04.2022

Owner Manager/Insurance License Broker

MyVision Health Insurance ( Self Employee)
04.2019 - 10.2022

Customer Service Representative

Liberty Dental
02.2019 - 07.2019

Inbound Customer Service Representative

TeleTech Call Center
08.2017 - 02.2019

Host/Cashier

Texas Station Hotel & Gambling Hall
10.2015 - 10.2016

Front Desk Clerk

PALACE STATION HOTEL & CASINO
11.2014 - 05.2015

Pawnbroker

Super Pawn
04.2014 - 06.2016

Teacher's Aide (Interventionist Assistant)

IMAGINE SCHOOL MOUNTAIN VIEW
09.2013 - 03.2015

Administrator Assistant

McGuire Research Service
04.1997 - 11.2001

High School Diploma -

Academy San Antonio De Padua

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Sandra Gonzalez-Fahimnia