Sonia Garcia de Castaneda
Customer Service Representative
Oak Point,Texas
Summary
Dynamic Benefits Associate with a proven track record at Willis Towers Watson, showcasing strong self-motivation and fluency in English and Spanish. Excelled in enhancing customer satisfaction and streamlining benefits enrollment, demonstrating effective problem resolution and a commitment to continuous learning. Skilled in adapting to high-stress environments and collaborating with team members for optimal outcomes.
Overview
5
5
years of professional experience
Work History
Benefits Associate
Willis Towers Watson
07.2023 - 01.2025
- Assisted participants in making elections and processing account changes.
- Identified needs of customers promptly and efficiently.
- Assisted clients in understanding the workings of their benefits.
- Led clients through utilizing self-service platforms.
- Handled participant account adjustments through claim openings and maintained precise customer engagement.
- Assisted employees with benefits enrollment and changes, providing guidance on plan options and implications.
- Provided advice to employees on their eligibility for various benefit programs.
- Responded promptly to inquiries from employees regarding their benefits plan options.
- Ensured accurate notation for every customer interaction.
Financial Counselor Representative
The Medsrv Group
01.2023 - 07.2023
- Managed incoming calls efficiently, providing comprehensive updates on customers' accounts and application processes.
- Collaborated with customers to explain and request necessary documentation for program approval.
- Determine customer qualification for various financial support schemes following established procedures.
- Reviewed clients' accounts and plans regularly to determine need for plan reassessment.
- Ensured compliance with regulatory requirements and adherence to industry best practices.
- Followed-up with clients regularly and implemented consultative techniques to stay on top of financial means and objectives.
- Advocated for patients by contacting insurance carriers and obtaining necessary benefits information.
- Reviewed and verified financial data to determine program eligibility.
Customer Service Associate (Bilingual)
Mr. Cooper Group
Dallas, Texas
09.2020 - 12.2022
- Responded to inbound inquiries with account details and information.
- Implemented protocols ensuring successful collections from overdue accounts.
- Assist and resolve customer inquiries regarding the available resolutions for delinquent accounts.
- Meet the goal for upselling and cross-selling to current customers.
- Achieve customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
- Escalated unresolved customer issues to the appropriate department or manager for resolution.
- Demonstrated active listening skills when responding to customer questions and complaints.
- Ensure customer satisfaction ratings by providing effective solutions and resolving issues in the first interaction.
Customer Service Representative (Call Center)
Credit Protection Association
Dallas, Texas
08.2019 - 03.2020
- Answered customer inquiries via phone.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved customer complaints promptly and efficiently.
- Maintained a high level of professionalism when dealing with difficult customers.
- Strengthened customer retention by offering discount options.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Updated databases with new and modified customer data.
Education
Bachelor Degree - Social Comunication, Journalism
Universidad Bicentenaria de Aragua
01.2009
Skills
- Strong Self-Motivation
- Fluent in English
- Experienced Spanish Speaker
- Adaptable in High-Stress Environments
- Effective Problem Resolution
- Collaborate With Team Members
- Efficient Learning Ability
- Commitment to Continuous Learning
Languages
English
Professional
Spanish
Native/ Bilingual
Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CulturePersonal development programsPaid time offWork-life balanceWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Quote
Each small task of everyday life is part of the total harmony of the universe.
Saint Thérèse de Lisieux
Timeline
Benefits Associate
Willis Towers Watson
07.2023 - 01.2025
Financial Counselor Representative
The Medsrv Group
01.2023 - 07.2023
Customer Service Associate (Bilingual)
Mr. Cooper Group
09.2020 - 12.2022
Customer Service Representative (Call Center)
Credit Protection Association
08.2019 - 03.2020
Bachelor Degree - Social Comunication, Journalism
Universidad Bicentenaria de Aragua
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