Stephanie Bermudez
Customer Services Specialist
Northlake ,IL
Summary
Dynamic Senior Customer Service Representative with a proven track record at Blue Cross and Blue Shield, excelling in bilingual communication and conflict resolution. Achieved a 95% customer satisfaction rate while training new team members and enhancing service efficiency. Skilled in Salesforce and dedicated to delivering empathetic customer support in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Blue Cross and Blue Shield
01.2015 - 03.2024
- Handled high-volume inbound customer calls related to healthcare plans, billing, and claims
- Delivered service in both English and Spanish to ensure inclusive, accessible communication
- Resolved member issues quickly and accurately, maintaining a 95% customer satisfaction rate
- Trained and mentored new team members, helping reduce errors and improve service speed
- Recognized for top performance and promoted to handle priority member cases
Customer Service Associate
Conduent
04.2014 - 01.2018
- Provided bilingual customer support for healthcare and state services contracts
- Handled 60+ inbound calls per day assisting clients with billing, benefits, and general inquiries
- Documented all case notes using internal CRM systems with 98% accuracy
- Resolved customer complaints with professionalism and empathy
- Frequently recognized for hitting quality and call time performance goals
Administrative Assistant
Scott School
08.2012 - 06.2014
- Delivered front-desk and administrative support to students, parents, and faculty
- Managed attendance calls, parent communication, and confidential student files
- Translated documents and assisted Spanish-speaking families
- Supported daily office tasks, including scheduling and event coordination
Education
High School Diploma -
Westleyden High School
Northlake, United StatesSkills
- ilingual Communication (English & Spanish)
- Conflict Resolution & De-escalation
- Salesforce & CRM Tools
- Microsoft Office & Google Workspace
- Multitasking in Fast-Paced Environments
- Data Entry & Recordkeeping
- First Call Resolution
- Empathetic Customer Service
- Confidential Information Handling
- Team Collaboration & Peer Support
Timeline
Senior Customer Service Representative
Blue Cross and Blue Shield
01.2015 - 03.2024
Customer Service Associate
Conduent
04.2014 - 01.2018
Administrative Assistant
Scott School
08.2012 - 06.2014
High School Diploma -
Westleyden High School
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