Vanessa G. Carmona
Houston,Texas
Summary
Be within the support center to be able to serve and assist people who need our services, providing a great, excellent costumer service, answer their questions through calls or emails, showing a good attitude and service. Being proactive and have a good / excellent work attitude. Perfect attendance and being at work on time.
As customer service professional, brings valuable experience in addressing and resolving customer issues effectively. Known for strong focus on team collaboration and achieving positive outcomes. Reliable and adaptable with excellent communication and problem-solving skills.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Association Health Care Management
01.2021 - Current
- Taking over 80 calls per day
- Assisting members and providers with benefits
- Verify if provider is within network
- Assisting members with billing and cancellations
- Enrolling members into new policies
- Working over 80 feedbacks daily
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Deliver exceptional costumer service by addressing each costumer’s unique needs with professionalism and care.
- Engage with clients and costumer face to face,
Work closely with the marketing and sales team to ensure costumers get the best experience with the company - Resolved associate, tool and service delivery issues revealed by statistical reports.
Social Media Marketer and Content Creator
Monat
08.2020 - Current
- Selling skin & hair care vegan products
- Talking with people about what they would like to improve
- Making orders
- Taking payments
- Making beauty quizzes
Workforce Analyst
Association Health Care Management
06.2023 - 12.2023
- Oversee 50+ customer service representatives
- Make sure CSR's are being proactive and meeting their goals
- Responsible for attendance tracking, timekeeping, service levels
- Responsible for the real time monitoring of all QUEUES and services within contact center
- ADP and Ceridian Knowledge correct time sheets for staff
- Worked with management to develop strategic and tactical plans to meet different requirements.
Customer Service Representative
AMAX Auto Insurance
06.2019 - 12.2020
- Provide a great customer service
- Taking payments / customer service
- Renewing policy's
- Sending emails, talking with different companies
- Working on over 50 calls daily
- Working on Endorsements
- Working with different insurance companies
- Improved resolution time with effective problem-solving for customer complaints.
- Investigated and resolved customer inquiries and complaints quickly.
Education
Cosmetology -
Cambridge College of Cosmetology
Houston, TX01.2016
High school -
Universidad Del Valle De Mexico
MEXICO01.2015
Skills
- Bilingual English and Spanish
- Social media
- Microsoft Word
- Excel
- Computer systems
- Verbal communication
- Written communication
- Health care knowledge
- Medical terminology
- Call handling
- Customer service
- Coordination
- Computer skills
- Data entry
- Microsoft Access
- Web-Mail
- Webchart MD
- Multi-tasking
- Problem-solving
- Information management
- Active listening
- Critical thinking
- Payment processing
- Call center operations
- Follow-up skills
- Call management
- Multi-line phone talent
- Research
- Resolving issues
- Data collection & research
- Report writing
Leadership Experience
Experience speaking and developing questions to people/clients, experience in social networks, creating sales content, ease of developing discussions with people/clients, ease of learning and being in a work team supporting our colleagues.
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Workforce Analyst
Association Health Care Management
06.2023 - 12.2023
Customer Service Representative
Association Health Care Management
01.2021 - Current
Social Media Marketer and Content Creator
Monat
08.2020 - Current
Customer Service Representative
AMAX Auto Insurance
06.2019 - 12.2020
Cosmetology -
Cambridge College of Cosmetology
High school -
Universidad Del Valle De Mexico
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