Yeinly Perez
Hialeah,FL
Summary
Dynamic and results-oriented professional with extensive experience in customer service, quality assurance, and leadership within the hospitality and cruise industries. Proven track record of managing escalated issues, enhancing service delivery, and optimizing operational procedures. Adept at building relationships with key stakeholders and driving continuous improvement initiatives. Skilled in leveraging CRM and internal systems to resolve complex situations and elevate customer satisfaction.
Overview
15
15
years of professional experience
Work History
Lead - Sailor Services
Virgin Voyages
07.2023 - Current
- Responsible for handling and adjusting low- level claims, including those submitted by both crew members and guests investigating incidents, assessing policy coverage, and determining liability. Review financial components of each claim, including settlement negotiations and payments.
- Spearhead escalated support for Sailor Services Crew, Sailors, and First Mates, ensuring exceptional service and resolution of complex issues.
- Utilize Salesforce, Seaware, MXP, and Ring Central for in-depth research and resolution.
- Monitor and enhance phone skills, queue management, and team performance; provide training programs.
- Analyze and resolve Sailor Solutions service issues, manage detailed records of issues, credits, and refunds.
- Improved resolution times and customer satisfaction through effective management of high-stakes escalations.
- Enhanced team engagement and performance through targeted coaching and training.
Case Management
United HealthCare
12.2021 - 07.2023
- Interview patients in a hospital setting to assess their needs and facilitate the completion of benefit applications for state and federal programs, including Health Exchange / Marketplace programs.
- Review medical records and collaborate with hospital staff to ensure accurate and timely submission of required documentation to expedite benefit approvals.
- Adhere to company and legal standards concerning PHI, PII, and PTI, ensuring the confidentiality and security of patient information.
- Maintain ongoing communication with government agencies to track the status of claims, address issues, and provide updates to patients and hospital personnel.
- Streamlined the application process for various benefit programs, reducing approval times by 20%.
- Successfully managed a caseload of over 100 patients, achieving 90% approval rate for benefit claims.
Guest Relations and Quality Assurance Specialist
Norwegian Cruise Line
04.2018 - 12.2021
- Processed reservations, managed compensation processes, and resolved customer issues to enhance guest experiences.
- Conducted call monitoring of 50 calls a day and performance analysis to improve quality standards and procedures.
- Analyzed data to identify trends and recommend improvements, enhancing agent performance and customer satisfaction.
- Ensured timely resolution of customer issues and maintained accurate case files.
- Elevated customer satisfaction through personalized service, conflict resolution, and effective issue management.
- Contributed to service efficiency and performance enhancements by implementing targeted improvements based on data analysis.
Dispatch Manager
New Way Moving Services
02.2010 - 04.2018
- Coordinated nationwide delivery logistics, managed a team of drivers, and handled customer complaints and billing disputes.
- Maintained knowledge of market areas for accurate navigation and route planning.
- Improved service delivery and customer satisfaction through effective dispatch management.
Education
No Degree - All Lines Adjuster 6-20
University of Central Florida
Orlando, FL04-2025
High school diploma -
American High School Academy
Florida01.2007
Skills
- Escalation management
- Conflict resolution
- Service optimization
- Team coaching
- Training development
- Performance enhancement
- Claims Handling
- Negotiations
- Salesforce
- Microsoft Office
- Problem-solving
- Data analysis
- Strategic decision-making
Languages
Spanish
Native or Bilingual
Timeline
Lead - Sailor Services
Virgin Voyages
07.2023 - Current
Case Management
United HealthCare
12.2021 - 07.2023
Guest Relations and Quality Assurance Specialist
Norwegian Cruise Line
04.2018 - 12.2021
Dispatch Manager
New Way Moving Services
02.2010 - 04.2018
No Degree - All Lines Adjuster 6-20
University of Central Florida
High school diploma -
American High School Academy
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