Saray Mora
13441 Palmera Vista Dr Riverview ,FL
Summary
To obtain great experience in a company in order to advance and develop my personal and professional skills. To be able to practice the knowledge and experience already acquired for the improvement and development of the company. Also obtain a position that will enable me to use strong organizational skills, educational background, and ability to work well with people.
More than 5 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and trouble-shooting, staff support, and planning/implementing proactive procedures and systems to avoid problems in the first place. Possess solid computer skills. Excellent working knowledge using, Microsoft Excel, WordPerfect, Microsoft Word, CWS, BABO, AWS, Lexis Nexus. A team player, acknowledged as “Total Quality Customer Service Professional.” Fluent in English and Spanish.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Humana
Tampa, FL
11.2021 - 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.
Bilingual Claim Specialist
General Dynamics
02.2014 - 03.2019
- Maintain excellent and professional relationships with fellow employees while displaying friendliness and courtesy at all times
- Receive and accurately post participant account updates; inquires and other related CRM actions
- Provide assist to other Customer Service Representative's in answering phones; opening mail; handling faxes; responding to emails and other related correspondences
- Demonstrate a strong proficiency to address and resolve participant's requests and complaints as needed
- Assist participant with account setups; lockouts; portal inquires; pension payment inquires by phone; correspondence and/or over the internet
- Work with PBGC field representatives to maintain participant needs
- Learn and understand the PBGC's CRM system
- Maintain a current understanding of the PBGC program processing procedures to respond to numerous PBGC inquiries
- Utilize databases and written materials to look up and provide information to PBGC inquiries
- Maintain appropriate documentation of PBGC inquiries
- Adhere to the Privacy Act as it relates to the confidentiality of information released
- Maintain up-to-date knowledge of Federal regulations and policies as they apply to participants
- Report problems that occur and assist with resolution
Bilingual Claim Specialist
Progressive Insurance
10.2011 - 02.2013
- Determines requirements by working with customers
- Answers inquiries by clarifying desired information; researching, locating, and providing information
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
- Maintains call center database by entering information
- Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job
Fraud Specialist
Citibank N.A
Tampa, FL
01.2009 - 08.2011
- Quickly and effectively solve customer challenges
- Maintain quality control/ satisfaction records, constantly seeking
- Handle escalation calls
- Reset debit card pin, increase credit limits
Education
Medical Technology
Concorde Community Collage
Tampa, FL05.2025
university of medical academy
01.2010
High School Diploma -
Instituto Montessori
01.2003
Skills
- Solid computer skills
- Excellent working knowledge using Microsoft Excel, WordPerfect, Microsoft Word, CWS, BABO, AWS, Lexis Nexus
- Team player, acknowledged as 'Total Quality Customer Service Professional'
- Fluent in English and Spanish
Accomplishments
- Increase assets under management by offering CDs, savings accounts, loans/lines of credit cards
- Meet or exceed goals and sales criteria by expanding clients product structure and generating new deposits to the bank
Timeline
Customer Service Representative
Humana
11.2021 - Current
Bilingual Claim Specialist
General Dynamics
02.2014 - 03.2019
Bilingual Claim Specialist
Progressive Insurance
10.2011 - 02.2013
Fraud Specialist
Citibank N.A
01.2009 - 08.2011
university of medical academy
High School Diploma -
Instituto Montessori
Medical Technology
Concorde Community Collage