Dedicated and results-driven Customer Service Professional with over 10 years of experience in high-level retail, sales, and healthcare customer service, specializing in troubleshooting, issue resolution, and client advocacy. Over 9 years of experience in office environments, excelling in remote operations, CRM systems, and process improvement. Fully bilingual in English and Spanish, with a strong ability to build rapport with diverse clientele and effectively navigate complex situations. Adept at problem-solving, mentoring, and training, consistently recognized for exceeding expectations in performance metrics and contributing to team success. Highly skilled in customer retention strategies, claims processing, policy compliance, quality assurance, and CRM systems. Proven ability to identify operational inefficiencies and implement strategic improvements that enhance customer satisfaction and business outcomes.
· Achieved a Quality Score of 97.36% and an NBA score of 94.98%, surpassing company targets
· Exceeded expectations in Adherence (90% with UPTO < 40 hours) and Compliance.
· Acted as a Subject Matter Expert (SME), assisting with GPT Pilot Testing and mentoring new hires
· Completed more than 15 additional LinkedIn training courses to enhance industry and management knowledge
· Supported TX/KWA Lead Team Initiatives, including IVR/SMS chat interactions.
· Demonstrated strong leadership and integrity, reinforcing company policies and best practices