Sarah Carrillo-Vilchez
Burnsville,MN
Summary
Dynamic and results-driven professional with a strong track record at Amplifon, adept in Microsoft and Google Suite systems, data management, and relationship-building. Excels in enhancing customer satisfaction, de-escalating conflicts with calm, strategic solutions, and fostering a positive client experience. A proactive and adaptable team player with a resourceful mindset, skilled in managing critical data sheets and developing Standard Operating Procedures (SOPs) to improve team efficiency. A natural leader who takes initiative in stretch projects, facilitates meetings, and provides quick, knowledgeable support to team members. Consistently delivers superior service and support, driving improvements in customer retention and overall team productivity.
Overview
6
6
years of professional experience
Work History
Customer Care Specialist
Amplifon
10.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Verified accuracy of customer account information and updated when necessary.
- Directed customers to appropriate departments for additional support.
- Provided customers with detailed information on company products, services and materials.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Responded to customer inquiries via phone, email and web-based platforms.
- Identified customer issues with products or services, investigated causes and initiated resolutions.
- Assessed and offered solutions to improve procedures and customer experiences.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Navigated multiple computer systems and applications to find information.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Met customer call guidelines for service levels, handle time and productivity.
- Implemented and developed customer service training processes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Scheduling Agent
Amplifon
12.2020 - 10.2023
- Made outbound lead follow-ups to potential and existing customers by telephone and email to qualify leads and sell products and services.
- Researched prospective accounts to understand needs, build target lists and develop effective emails and scripts.
- Inputted new customer information into [Type] database to create account for sales opportunities.
- Delivered consistent [Type] activity to achieve monthly and quarterly goals and objectives.
- Followed-up on leads produced by outbound marketing campaigns based on established criteria.
- Discovered qualified prospects within target markets to drive new sales opportunities.
- Delivered constructive suggestions to supervisor for improving outbound sales development processes.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Developed extensive knowledge of products and services to better assist customers.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Provided information about available products and services, membership details, and purchase advantages.
- Educated customers on product and service benefits, explaining features and answering questions.
- Documented customer interactions and transactions, maintaining accurate records of all dealings.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
- Overcame objections using friendly, persuasive strategies.
Clinical Review Specialist
Prime Therapeutics LLC
07.2019 - 09.2023
- Facilitated communication between physicians, providers, members, medical directors and other administrative staff to achieve consensus for coverage decisions.
- Leveraged member contracts, multiple criteria sets and internal policies and procedures in clinical review evaluations.
- Interpreted and correctly applied benefits, networks and product variances and clearly communicated such to members, providers and internal departments.
- Assessed, monitored and authorized inpatient and outpatient service coverage.
- Input data into computer programs and filing systems.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Utilized electronic medical record systems to store, retrieve and process patient data.
Education
High School Diploma -
John F. Kennedy High School
Bloomington, MN05-2019
Skills
- Time Management
- Organization
- Attention to detail
- Multitasking
- Training Facilitation
- Schedule Coordination
- System Implementation
- Cross-Functional Collaboration
- Strategic Planning
- Conflict Resolution
- Presentation Facilitation
- Data Management
- Interpersonal Skills
- Problem Solving
- Research
- Process Improvement
- Verbal & Written Communication
- Salesforce
- Five9
- Microsoft Office Suite
- Google Suite
- ServiceNow
- CoverMyMeds
- NICE CxOne
Timeline
Customer Care Specialist
Amplifon
10.2023 - Current
Scheduling Agent
Amplifon
12.2020 - 10.2023
Clinical Review Specialist
Prime Therapeutics LLC
07.2019 - 09.2023
High School Diploma -
John F. Kennedy High School
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