Stella Herrera
San Antonio,TX
Summary
Dynamic customer service professional with a proven track record at Centerwell Pharmacy, excelling in CRM software utilization and effective communication. Recognized for enhancing customer satisfaction through personalized solutions and strategic process improvements, consistently surpassing performance metrics while fostering strong client relationships. Self-motivated and detail-oriented, committed to delivering exceptional support.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Inbound Representative 1
Centerwell Pharmacy
San Antonio, TX
11.2022 - Current
- Facilitated timely and accurate responses to inbound customer inquiries, ensuring high-quality customer support.
- Investigated customer feedback patterns to inform strategic service enhancements.
- Identified and addressed customer needs to develop personalized solutions, ensuring compliance with company guidelines and fostering loyalty.
- Strengthened client engagement by systematically following up on outstanding issues and requests, facilitating effective communication and support.
- Facilitated customer satisfaction by promptly managing inquiries and resolving issues to ensure positive experiences.
- Engaged with team members to deliver cohesive and uninterrupted customer support across various platforms.
- Streamlined inbound call management and expedited customer issue resolution to consistently exceed performance metrics.
- Managed escalated customer issues with professionalism, facilitating timely resolutions to enhance customer experience.
- Executed high-volume call operations, maintaining a calm demeanor and demonstrating empathy and patience in challenging situations.
- Utilized CRM systems to systematically monitor customer interactions, maintain up-to-date account information, and accurately record case notes.
- Executed prescription order processing with pharmacy management software, contributing to improved workflow efficiency.
Mortgage Loan Reviewer
Robertson ANSCHUTZ VETTERS LLC
San Antonio, TX
08.2021 - 08.2022
- Evaluated loan applications to ensure adherence to credit policies and lending regulations.
- Evaluated financial documentation to determine borrower eligibility and associated risk factors.
- Executed comprehensive audits of application submissions to ensure loan data accuracy.
- Surpassed departmental performance metrics by consistently executing comprehensive, accurate, and timely loan reviews.
- Facilitated collaboration with underwriters to address discrepancies and improve loan processing efficiency.
Dispute by Phone Specialist
JP Morgan Chase
San Antonio, TX
02.2017 - 07.2021
- Managed inbound and outbound customer communications to resolve inquiries and issues effectively.
- Provided technical support for banking applications using CRM systems to enhance user experience.
- Analyzed customer feedback data to identify trends and recommend improvements in service protocols.
- Drove strategic discussions on process optimization, resulting in measurable improvements in customer satisfaction ratings.
- Handled escalated calls calmly and professionally, resulting in satisfactory resolutions for both parties involved.
- Exceeded expectations in delivering personalized solutions tailored to each client''s unique needs.
- Participated proactively in team meetings, offering suggestions for process improvements that led to enhanced performance metrics.
- Prioritized time management to handle high volume call periods without compromising service levels.
Account Resolution Specialist
Conifer Health Solutions LLC
San Antonio, Texas
11.2015 - 10.2016
- Resolved complex account discrepancies through thorough investigation and analysis of billing records.
- Managed escalated customer inquiries effectively, ensuring timely resolution and maintaining high satisfaction levels.
- Implemented process improvements that reduced account resolution times while maintaining accuracy in financial reporting.
- Resolved account discrepancies by analyzing financial data and collaborating with internal departments.
- Negotiated arrangements to manage defaults, payment plans, or full remittance of balance owed.
Education
High School Diploma -
Thomas Jefferson
San Antonio, TXSkills
- CRM software
- Follow-up skills
- Teamwork and cooperation
- Goal oriented
- Self-motivated and independent
- Attention to detail
- Effective communication
- Verbal and written communication
- Relationship building
- Data entry
- Customer service
- Problem-solving abilities
- Multitasking
- Excellent communication
- Critical thinking
- Microsoft office
Certification
- CCS - Certified Coding Specialist
Timeline
Inbound Representative 1
Centerwell Pharmacy
11.2022 - Current
Mortgage Loan Reviewer
Robertson ANSCHUTZ VETTERS LLC
08.2021 - 08.2022
Dispute by Phone Specialist
JP Morgan Chase
02.2017 - 07.2021
Account Resolution Specialist
Conifer Health Solutions LLC
11.2015 - 10.2016
High School Diploma -
Thomas Jefferson