Yosenia Llerena
Customer Service Representative
Miami,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
16
16
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Insurance Customer Service Representative
10k Insurance Services
Medley, FL
01.2020 - Current
- Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
- Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
- Responded to customer requests for products, services, and company information.
- Advised customers on required information for claim submissions to progress applications.
- Fielded customer complaints, escalating complex issues to management for resolution.
- Completed customer applications and updated records to reflect current information.
- Set up customer payment plans to cover annual policies and renewals.
- Assisted customers with completing insurance documents to avoid missed information.
- Modified, updated and processed existing policies.
- Maintained confidentiality of patient finances, records, and health statuses.
- Collected premiums and issued accurate receipts.
Medical Spa Manager
Estheticlub Spa
Coral Gables, FL
04.2015 - 01.2019
- Maximized efficiency through time management and staff supervision to boost productivity.
- Oversaw upkeep of entire facility and notified maintenance for service repairs.
- Utilized promotions, print and digital marketing to attract new clients.
- Recorded product sales into spa's weekly income report.
- Maintained front desk workstation by keeping it clean and organized.
- Led spa tours for new members to familiarize guests with services provided.
- Successfully negotiated client contract renewals to create increased revenue.
- Collaborated with owner to maintain daily operations.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
- Developed policies and procedures for effective pharmacy management.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Scheduled treatments and verified membership coverage.
- Ordered all spa supplies and kept check on inventory levels.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Medical Assistant and Phlebotomist
Bernot Pain
Coral Gables, FL
09.2014 - 09.2015
- Obtained client medical history, medication information, symptoms, and allergies.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Taught patients about medications, procedures, and care plan instructions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Collected and documented patient medical information such as blood pressure and weight.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Called and faxed pharmacies to submit prescriptions and refills.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Performed medical records management, including filing, organizing and scanning documents.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Verified patient insurance coverage and collected required co-payments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
- Oriented and trained new staff on proper procedures and policies.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
Front Desk
Mario Aguado MD
Miami, FL
06.2013 - 09.2014
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Taught patients about medications, procedures, and care plan instructions.
- Obtained client medical history, medication information, symptoms, and allergies.
- Called and faxed pharmacies to submit prescriptions and refills.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Collected and documented patient medical information such as blood pressure and weight.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
Call Center
Airala Laser And Catarac Inst
Miami, FL
01.2011 - 01.2013
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Educated customers on company systems, form completion, and access to services.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Attended telephone skills and program information training sessions to boost aptitude.
- Processed debit and credit card and electronic check payments.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Responded to customer calls and emails to answer questions about products and services.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Approved and terminated customer contracts upon request.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Boosted customer service satisfaction ratings through consistent quality control.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed and updated databases to handle customer data.
Cashier
President Supermarket
Miami, FL
09.2009 - 09.2012
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Helped customers complete purchases, locate items, and join reward programs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Welcomed customers and helped determine their needs.
- Answered questions about store policies and addressed customer concerns.
- Addressed customer needs and made product recommendations to increase sales.
- Worked flexible schedule and extra shifts to meet business needs.
- Greeted customers entering store and responded promptly to customer needs.
- Restocked and organized merchandise in front lanes.
- Built relationships with customers to encourage repeat business.
- Upsold additional products and services to customers, increasing revenue.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
Computer Technician
Calixto Garcia Hospital
La Havana, Cuba
08.2007 - 03.2008
- Linked computers to network and peripheral equipment.
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Tested and installed motherboards, processors, and graphics cards on desktops and laptops for corporate staff.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
- Set up and maintained user accounts and client access.
- Implemented internal quality standards to secure electronic records integrity.
Education
No Degree - Insurace
AdjusterPro
Online 12.2021 - 12.2021
No Degree - Real Estate
Gold Coast Schools
Miami 01.2022 - 04.2022
No Degree - Health & Life Insurance Agent
Gold Coast Gold Coast Schools
Miami 05.2001 -
No Degree - Medical Assisting
Compu-Med Vocational Careers - Miami
Miami, FL 05.2001 -
Bachelor of Computing - Computer Technician
Martires De Giron
Havana Cuba 09.2005 - 05.2007
Skills
Report preparation
Complaint resolution
Sales expertise
Shipping procedures understanding
Multi-line phone talent
Stock management
Technical Support
Service recommendations
Database Management
Problem-solving
Money handling abilities
Account management
Administrative support
Call decisioning
Documentation and reporting
High-volume call centers
Telemarketing expertise
Inbound sales
Product knowledge
Knowledgebase software
Refund handling
Cash Handling
Records Maintenance
Retail merchandising
Money handling
Purchase assistance
Cleaning and sanitizing
Refunds and exchanges
Schedule Management
Spa operations
First Aid/CPR
Good Telephone Etiquette
Conflict mediation
Employee training
Hiring procedures
POS system operation
Organization and Time Management
Decision-Making
Clerical Support
Active Listening
Written Communication
Planning and Coordination
Multitasking Abilities
Cultural Awareness
Teamwork and Collaboration
Bilingual [Spanish]
Accomplishments
- Certifications:
- Expanded Food and Nutrition Program / Fight Bac South Florida Campaign/ Domestic Violence Certificate
- Emergency Care Adult - Child- Infants CPR /OSHA/HIV / AIDS / AMA -104 certificates
Timeline
No Degree - Real Estate
Gold Coast Schools
01.2022 - 04.2022
No Degree - Insurace
AdjusterPro
12.2021 - 12.2021
Insurance Customer Service Representative
10k Insurance Services
01.2020 - Current
Medical Spa Manager
Estheticlub Spa
04.2015 - 01.2019
Medical Assistant and Phlebotomist
Bernot Pain
09.2014 - 09.2015
Front Desk
Mario Aguado MD
06.2013 - 09.2014
Call Center
Airala Laser And Catarac Inst
01.2011 - 01.2013
Cashier
President Supermarket
09.2009 - 09.2012
Computer Technician
Calixto Garcia Hospital
08.2007 - 03.2008
Bachelor of Computing - Computer Technician
Martires De Giron
09.2005 - 05.2007
No Degree - Health & Life Insurance Agent
Gold Coast Gold Coast Schools
05.2001 -
No Degree - Medical Assisting
Compu-Med Vocational Careers - Miami
05.2001 -