Summary
Overview
Work History
Education
Skills
References
Languages
Timeline
Generic

Yaneris Oliver

San Juan,PR

Summary

Senior Customer Care Representative with over 10 years of experience in Health and Benefits Administration. Recognized consistently for performance excellence, resolving problems, finding solutions and driving customer satisfaction. A leader and mentor to team members, promoting positive relationships between the company and the client.

Overview

11
11
years of professional experience

Work History

Sr. Customer Care Representative

Alight Solutions
09.2013 - Current
  • As an On Floor Supervisor work with escalated customers to understand needs and provide timely resolution.
  • Increase customer satisfaction by resolving Health and Welfare related issues efficiently and professionally.
  • Identify and report trends to improve processes
  • Suggest system tool updates to ensure information is clear and accurate in order to reduce customer escalations.
  • Assist in multiple projects like Imaging, RFI processing, Call Back Team, Customer Satisfaction Survey and Repeat Caller.
  • Developed Standard Operating Procedures for Repeat Caller Project, as well as assisted with developing and updating OFS and Client Specific training guides.
  • Facilitate training as Subject Matter Expert and Business Instructor both on site and virtual environment.
  • Serve as coach and mentor to new hires and peers helping develop quality skills and performance.
  • Assisted with quality and assurance by completing call evaluations for the team.
  • Manage and lead Repeat Caller Team.
  • Manage and lead weekly Team Manager call calibrations.
  • Serve as a liaison between customer care colleagues and management.

Customer Service Representative Agent

Telemedik
08.2012 - 09.2013
  • Consulted with third parties to resolve discrepancies and create effective solutions related to health care claims.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Developed highly empathetic customer relationships and earned reputation for exceeding service standard goals.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Maintained confidentiality of patient records and health statuses,

Education

Human Resources Management

University of Puerto Rico
San Juan, PR

High School Diploma -

Luis Hernaiz Veronne
Canóvanas, PR
06.2004

Skills

  • Root cause analysis & Problem solving
  • Time management
  • Team leadership and management
  • Work efficiently under pressure
  • Driving customer and client resolution
  • Knowledge of quality systems
  • Training, mentoring and development
  • Medical terminology and claim management knowledge
  • Exceptional customer service delivery
  • Strong verbal and written communication skills

References

Available upon request.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Sr. Customer Care Representative

Alight Solutions
09.2013 - Current

Customer Service Representative Agent

Telemedik
08.2012 - 09.2013

Human Resources Management

University of Puerto Rico

High School Diploma -

Luis Hernaiz Veronne

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Yaneris Oliver