Yvette Zapata
Brownsville
Summary
To be an expert in the practical field through commitment, perseverance, and continuous improvement. Hardworking employee experienced in the field and ready for challenging assignments. Reliable in completing quality work and exceeding expectations.
Overview
7
7
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
MAXIMUS
11.2023 - Current
- Received inbound calls for individuals under the federal marketplace. Assisted consumers navigating through their healthcare accounts.
- Resolved customer inquiries through effective communication and problem-solving skills.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
OPERATIONS AGENT
ADVANCED CALL CENTER TECHNOLOGIES LLC
01.2023 - 11.2023
- Determined existing fraud trends by analyzing accounts and transaction patterns. Conducted reviews of flagged transactions and reports that showed potential suspicious activity. Tracked chargeback activity to identify best practices for determining fraud. Input information regarding fraud investigations into detailed reports for submission to clients.
- Analyzed transaction data to identify fraudulent patterns and prevent losses.
- Conducted in-depth investigations into suspicious activities using advanced analytical tools.
CUSTOMER SERVICE REPRESENTATIVE
PREMIER GROUP INSURANCE
03.2019 - 08.2022
- Handled 50+ calls daily with duties including retrieving customer data. Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations.
- Maintained detailed records of customer interactions to enhance service quality.
Education
HIGH SCHOOL DIPLOMA -
Los Fresnos high school
05.2022
Skills
- Excellent communication skills with a focus on customer service
- 50wpm
- Friendly, Positive Attitude
- Experience with Word & Excel
- Computer Skills
- Active Listening
- Problem Resolution
- Reliable & Trustworthy
- Microsoft Excel
- Conflict resolution
- Planning & Organizing
- Good Work Ethic
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
CUSTOMER SERVICE REPRESENTATIVE
MAXIMUS
11.2023 - Current
OPERATIONS AGENT
ADVANCED CALL CENTER TECHNOLOGIES LLC
01.2023 - 11.2023
CUSTOMER SERVICE REPRESENTATIVE
PREMIER GROUP INSURANCE
03.2019 - 08.2022
HIGH SCHOOL DIPLOMA -
Los Fresnos high school