Valentina Ibe
Richmond,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Health Advisor experienced handling high volume of calls in fast-paced call center environments. Well-versed in answering questions, researching problems, and resolving discrepancies. Detail-oriented and personable with exceptional work ethic and passion for service.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Health Advisor
Carenet Health
Remote
06.2024 - Current
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Analyzed and researched systemic issues, making recommendations for prompt resolution.
- Educated patients on importance of preventive health care.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
- Implemented and developed customer service training processes.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Engagement Specialist
Carenet Health
Remote
10.2023 - Current
- Built strong relationships with clients through active listening and empathy, resulting in increased loyalty and retention.
- Provided ongoing support to clients throughout their journey, fostering long-lasting partnerships built on trust and mutual understanding.
- Successfully retained high-value clients by implementing targeted action plans focused on re-engagement efforts tailored specifically to their needs.
- Collaborated with cross-functional teams to develop innovative strategies for improving customer engagement.
- Scheduling appointments for members with their providers while helping with questions and concerns that they may have.
Kindergarten Teacher
Primrose Schools
Houston Tx
12.2019 - 11.2023
- Enhanced classroom management by establishing clear expectations, rules, and routines.
- Collaborated with colleagues to share resources, brainstorm ideas, and problem-solve challenges faced in the classroom environment.
- Built positive relationships with students and families for safe, trusted learning support.
- Implemented differentiated instruction strategies to meet the diverse learning needs of all students.
- Promoted learning through play with engaging activities, games and lessons.
- Utilized assessment data to modify instruction and target areas of weakness for individual students.
- Evaluated student progress regularly through formative assessments to inform instructional decisions.
Customer Service Representative
Solutions Media
Lagos Nigeria
03.2015 - 12.2017
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Front Desk Receptionist
Hi Impact
Lagos, Nigeria
05.2013 - 08.2014
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed all tasks in compliance with company policies and procedures.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Trained new team members on company procedures, customer service and issue resolution.
- Operated multi-line telephone system to answer and direct high volume of calls.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Monitored and screened visitors to verify accessibility to inter-office personnel.
- Collected and distributed messages to team members and managers to support open communication and high customer service.
Education
Bachelor Of Science - Mass Communication
Igbinedion University
Okada, Edo State Nigeria11.2015
Skills
- Social skills
- Coachable
- Writing skills
- Patience and empathic skills
- Client retention skills
- Listening skills
- Customer service
- Soft skills
- Communication and Interpersonal Skills
- Relationship Building
- Teaching Method Adaptations
- Caring and Empathetic Demeanor
- Problem-Solving
- Decision-Making
- Policy Adherence
- Appointment Scheduling
- Stress Tolerance
- Patient confidentiality
- Call center experience
- HIPAA Compliance
- Customer Service
- Inbound Call Management
- Detailing plans
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Adaptability and Flexibility
- Self Motivation
- Task Prioritization
- Analytical Thinking
- Professional Demeanor
Certification
Child administrator credential
Certified childcare director in texas
Timeline
Health Advisor
Carenet Health
06.2024 - Current
Engagement Specialist
Carenet Health
10.2023 - Current
Kindergarten Teacher
Primrose Schools
12.2019 - 11.2023
Customer Service Representative
Solutions Media
03.2015 - 12.2017
Front Desk Receptionist
Hi Impact
05.2013 - 08.2014
Bachelor Of Science - Mass Communication
Igbinedion University