Tatiana Casimiro
Missouri City,TX
Summary
Energetic Customer Service Representative with eight years plus work tenure in resolving complex customer inquiries. Passionate about building sustainable customer relationships, driving brand loyalty, and increasing customer engagement. Track record of high CSATs, low average handle time, and high first-call resolutions rates. Adapt at receiving escalations, handling unhappy customers, and resolving complex issues. Professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
Randstad USA.
04.2024 - Current
- Work from home
- Inbound/Outbound calls 80+ daily at CSAT of 93% and FCR of 89%
- Processes credit cards, offers service plans/upgrades, schedules appointments, processes refunds
- Provided technical support
- Resolved customer service issues in billing, service and quality
Customer Service Representative
Primary Services
09.2017 - 03.2018
- Answers phones, schedules customers and assists customers with any/all inquiries
- Provides customer services relating to sales, sales promotions, installations and communications
- Manages all data entry including but not limited to utilization of emails, text messages and other communicative tools to help efficiently route manpower and other resources throughout the days
- Makes outbound customer phone calls in limited situations typically when following up on permits and inspections as well as rescheduling services for customers
Provider Services Representative
UnitedHealth Group
11.2016 - 09.2017
- Assisted in end-to-end provider claims and help enhance call quality
- Support development and management of provider networks relationships with providers to evolve ongoing processes and program
- HIPPA trained certified
Customer Account Specialist-Business/Residential/Escalated Care/Outbound
Primary Services
04.2014 - 05.2016
- Switched customers back to Reliant
- Assisted customers with complaints
- Established a trusting relationship that creates confidence that customer’s issues will be resolved promptly
- Handled calls regarding to sales and took care of billing issues
- Managed the needs/requirements of high revenue commercial accounts through extensive follow-up procedures
- Analyzed business and residential accounts to resolve billing inquiries based on knowledge of transactions and Analyzed residential accounts and issues orders i.e.:
Education
High School Diploma -
Master’s Senior High School
Houston, TX05.2010
Skills
- Customer Service
- Data Entry
- Computer Skills
- Problem Solving
- Sales
- Ability to Work Under Pressure
- Active Listening
- Organizational Skills
- Technical Support
- HIPPA
- Conflict resolution
- Payment processing
Awards
- NRG Jamaica/ Bahamas Pinnacle Trip Winner 2014 & 2015
- Recognized as a top performer for 14 consecutive months
Timeline
Customer Service Representative
Randstad USA.
04.2024 - Current
Customer Service Representative
Primary Services
09.2017 - 03.2018
Provider Services Representative
UnitedHealth Group
11.2016 - 09.2017
Customer Account Specialist-Business/Residential/Escalated Care/Outbound
Primary Services
04.2014 - 05.2016
High School Diploma -
Master’s Senior High School
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