Selena Gomez
Fort Lauderdale,FL
Summary
Experienced Communicator with a strong background in healthcare and financial customer service. Skilled in active listening, simplifying complex policies, and managing high-stakes escalation calls. Establishes rapport quickly, de-escalates customer frustrations, and collaborates effectively to achieve swift and accurate resolutions.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Member Service Representative
Nations benefit
Plantation
2024.04 - Current
- Managed High-Volume Weekend Inbound Calls: Processed over 60 over-the-counter benefit orders per shift during peak weekend hours, maintaining strict accuracy and low handle times.
- Resolved escalated member issues: Acted as point of contact for complex order disputes, tracking delays and benefit discrepancies, successfully de-escalating calls to ensure first-contact resolution.
- Guided healthcare members on recurring OTC allowance balances, product eligibility, and fulfillment schedules, enhancing member understanding and satisfaction.
- Maintained compliance and data integrity: Verified member identity and account details in compliance with privacy protocols (HIPAA) while executing accurate order entry in core CRM systems.
Member Service Representative
Nations Benefits
Plantation, Florida
2022.08 - 2023.03
- High Volume Order processing - accurate taking , reviewing and processing Over the counter orders
- Escalation handling and De-escalation: Diffusing highs stress situations, addressing complex member complaints and resolving escalated services issues efficiently
- Benefit and Otc catalog navigation: guiding members through eligible allowance benefits , covered products, order limits, and delivery tracking
- Member retention & Support : Providing Patient, empathetic assistance to diverse demographics, including seniors and healthcare plan members
- Compliance & Data Integrity: Verified member identity and account details in full compliance with privacy protocols (HIPAA) while executing order entry in core CRM systems.
Customer Service Representative
Teleperformance
Fort Lauderdale, FL
2021.07 - 2022.03
- High call volume handling - managing over 50+ inbound calls daily in fast paced call center
- Fraud mitigation and detection - identifying unauthorized debit card transactions recognizing fraud patterns and securing compromised accounts
- De- escalation and conflict resolution calming distressed angry customers experiencing financial loss or account holds
- Processed claims and disputes
- Filed Regulation E fraud Disputes for unauthorized transactions to support back office claim investigations
Customer Service Representative
MTN Consulting
Fort Lauderdale, FL
2019.09 - 2020.01
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted customers with inquiries and resolved issues effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided product information to enhance customer understanding and satisfaction.
- Managed customer accounts using CRM software for tracking order created
- Client Relationship management - account management client retention upselling and cross selling
- Documented customer feedback for continuous improvement initiatives.
- Collaborated with team members to improve service delivery and efficiency.
- Maintained a clean and organized workspace to support team productivity.
- Negotiations and Closing Contract ; objection handling value based pricing and techniques
Education
J.p Taravella High School
Coral Springs, FLSkills
Experienced Communicator with a strong background in healthcare and financial customer service Skilled in active listening, simplifying complex policies, and managing high-stakes escalation calls Establishes rapport quickly, de-escalates customer frustrations, and collaborates effectively to achieve swift and accurate resolutions
Experienced Communicator with a strong background in healthcare and financial customer service Skilled in active listening, simplifying complex policies, and managing high-stakes escalation calls Establishes rapport quickly, de-escalates customer frustrations, and collaborates effectively to achieve swift and accurate resolutions
Certification
- Bartending Certification
Timeline
Member Service Representative
Nations benefit
2024.04 - Current
Member Service Representative
Nations Benefits
2022.08 - 2023.03
Customer Service Representative
Teleperformance
2021.07 - 2022.03
Customer Service Representative
MTN Consulting
2019.09 - 2020.01
J.p Taravella High School