Saul Velazquez
Ennis,TX
Summary
Knowledgeable Customer Service Agent with 4+ years experience in fast-paced call center environments. History managing large amounts of inbound calls, applying strong problem-solving skills to resolve customer issues, and skilled in connecting with customers and driving sales.
Overview
8
8
years of professional experience
Work History
Media Services Agent
Conduent
Ennis, TX
12.2023 - 02.2025
- Performed administrative tasks such as data entry, filing paperwork, updating databases and preparing reports.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Developed customer relationships and ensured satisfaction with services.
- Maintained accurate records of client interactions and transactions.
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Attended team meetings regularly to discuss updates on products, services and policies changes.
- Provided customer service to clients through phone and email communication.
- Followed established procedures for processing returns, exchanges, refunds while maintaining high levels of accuracy.
- Delivered excellent service via inbound and outbound calling efforts, meeting established minimum targets.
PA Representative
Broad Path
02.2023 - 03.2023
- Notified ordering providers of denied authorizations.
- Collaborated with internal departments to provide account status updates.
- Maintained high level of professionalism when speaking to doctors and insurance companies.
- Identified reasons behind denied claims and worked closely with insurance carriers to promote resolutions.
Customer Service Representative
Capgemini
Ennis, TX
03.2021 - 03.2022
- Worked with CVS making outbound calls to obtain account information.
- Collaborated with physicians and pharmacies to improve client services.
- Organized client prescriptions, pharmacy records and reports to strengthen traceability and refill processing.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Customer Service Representative
Alorica
Broken Bow, OK
12.2019 - 02.2020
- Worked with US Bank and performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
- Demonstrated expertise in identifying and mitigating potential fraud and transaction risks.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Explained benefits, ordered checks and conducted additional special services to maximize client retention.
- Answered incoming calls and emails, providing assistance with service transactions.
Licensed Insurance Agent
Progressive
Ennis, TX
03.2017 - 10.2019
- Engaged positively with each customer, providing professional and polite support for sales and service needs.
- Delivered consultative sales presentations in alignment with client needs including quotes, promotions and specials.
- Regularly met or exceeded established sales goals by implementing strategic closing techniques.
- Answered customer questions and responded quickly to problems and complaints
Licensed Insurance Agent
United Healthcare
Ennis, TX
09.2017 - 12.2018
- Fielded inbound from customers inquiring about alternative Medicare insurance options to generate sales opportunities.
- Researched and analyzed beneficial insurance options and made recommendations to clients, including scheduling appointments for in-person counseling.
- Educated clients through inbound and outbound calls about insurance coverage differences and results of decisions to persuasively sell maximum coverage within budget.
- Operated in fast-paced and driven sales environment.
- Exceeded assigned sales and retention targets each quarter by upselling insurance products.
Education
High School Diploma -
Ennis High School
Ennis, TX06.2016
Skills
- Report generation
- Credit card payment processing
- Retail sales customer service
- Salesforce
- Microsoft Suite
- Avaya Phone System
Timeline
Media Services Agent
Conduent
12.2023 - 02.2025
PA Representative
Broad Path
02.2023 - 03.2023
Customer Service Representative
Capgemini
03.2021 - 03.2022
Customer Service Representative
Alorica
12.2019 - 02.2020
Licensed Insurance Agent
United Healthcare
09.2017 - 12.2018
Licensed Insurance Agent
Progressive
03.2017 - 10.2019
High School Diploma -
Ennis High School
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