Tatiyanna Sanchez
Berwyn,IL
Summary
Dependable bilingual call center representative experienced in soliciting information and responding to member and client inquiries. Goal-oriented Specialist with extensive experience in dedicated customer service. Committed to providing remote support to communicate professionally in high call volume situations with minimal oversight. Commitment and understanding of equal opportunities with diverse and multicultural environments.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Customer Service Specialist
Inspira Financial formerly Millennium Trust Co.
Oak Brook, IL
02.2022 - Current
- Remotely maintained a high level of professionalism while interacting with customers via phone or email.
- Remotely maintained a high level of professionalism in multiple queues and duo language high volume calls.
- Conducted retirement plan reviews and provided guidance to participants on their available options.
- Primarily handled high call volume of Spanish calls.
- Assisted clients with processing distribution , transfers and rollover request.
- Provided step by step guidance in completing documents and reviewing such documents before processing.
- Prioritized assisting Spanish speaking clients with distributions and transfers.
- Assisted Spanish speaking clientele in gaining knowledge in retirement services and options provided.
- Advocated for change in the level of customer service provided to Spanish speaking clientele.
- Conducted follow-up escalated calls with customers to ensure satisfactory resolutions were achieved.
- Maintained a high level of quality assurance throughout escalated calls.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Followed up with customers after transactions to ensure satisfaction levels were met.
Dialysis Technician
Mt. Sinai Hospital
Chicago, IL
09.2020 - 02.2022
- Skilled CCHT positively committed to monitoring data and quality measures in collaboration with providers to continually improve patient care and support services.
- Took and documented patient temperature, blood pressure, pulse and respiration rates before and after dialysis treatment.
- Execute hands on-on public health practices to maximize health status of individuals. Continually maintained positive attitude in emergent, stressful situations.
- Performed patient assessments prior to dialysis treatments, including vital signs and weight checks.
Customer Service Representative
Upstream Solutions
Oak Brook, IL
06.2017 - 10.2021
- Provided technical support for troubleshooting software applications used by customers.
- Monitored call center queues daily in order to respond promptly to customer inquiries.
- Remotely answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Developed strong relationships with customers by providing personalized assistance and support.
- Documented conversations with customers to track requests, problems and solutions.
- Assisted customers in making payments on accounts and setting up payment plans.
- Remotely Troubleshot technical issues related to products or services.
- Fielded customer complaints and queries, fast-tracking them for problem resolution.
- Remotely provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Education
High School Diploma -
Morton High School
Morton, MS06-2013
Some College (No Degree) - Nursing
Morton College
Cicero, ILSkills
- Patient Health Education
- Team collaboration
- Empathetic and patient
- CPR training
- Bilingual
- Call Center Operations
- Technologically savvy
- Team leadership
- Problem Solving
- Time management
- Fast paced and efficient
- Advocate for Spanish clientele
- Salesforce
- Honest and Dependable
- Customer Complaint Resolution
Languages
Spanish
Professional
Timeline
Customer Service Specialist
Inspira Financial formerly Millennium Trust Co.
02.2022 - Current
Dialysis Technician
Mt. Sinai Hospital
09.2020 - 02.2022
Customer Service Representative
Upstream Solutions
06.2017 - 10.2021
High School Diploma -
Morton High School
Some College (No Degree) - Nursing
Morton College
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