Zayda Olivas
Bountiful
Summary
Customer service representative with over 7 years of experience. Offering collaborative and adaptive skills to work seamlessly with team members in a fast-paced environment.
Overview
10
10
years of professional experience
Work History
Care Guide
Apree Health
08.2024 - Current
- Troubleshot and resolve customer escalations with a high degree of independence, ensuring a smooth customer experience.
- Provided real-time updates to members when they call in on account issues focusing on first call resolution while navigating complex systems.
- Constantly being selected to represent and demonstrate how BCBSRI systems function to high level leaders of different departments.
- Constantly meeting department goals averaging 3.0 on quality evaluations and averaging 90% in adherence.
Elite service representative
Truvy
02.2018 - Current
- Maintain close communication with the company top leaders. Resolving issues with a high degree of independence, ensuring a smooth customer experience.
- Assisted other departments with basic data entry and customer account maintenance.
- Coordinate Zoom calls with leaders as needed, to provide trainings on the compensation plan, updates
- Promoted to Elite Service Representative after excelling in the call
center role, and consistently meeting performance targets.
Executive Support
ZRII, LLC
05.2015 - 02.2018
- Respond and handle customer complaints and inquiries in a timely
and professional manner - Process credit card payments for orders
Educate new and existing customers on the program and how to
navigate the website - Handled 60+ calls daily, with duties including enrolling new
customers, retrieving customer data, providing relevant product
information
Education
High school diploma -
Emery High School
01.2013
Skills
Clear communication skills
Organizational skills
Detail oriented
Ability to work under pressure
Problem solving
Adaptability
Accomplishments
Promoted to Elite Service Representative at Truvy, within a few months of starting at the call center, demonstrating strong performance and customer service
Earned multiple kudos from members for delivering exceptional customer support and problem resolution.
Received a Five Star Award
Additional Information
Bilingual, Ability to work under pressure, Prompt, Exceptional customer service, Adaptability, Attention to detail
Languages
Spanish
Native or Bilingual
Timeline
Care Guide
Apree Health
08.2024 - Current
Elite service representative
Truvy
02.2018 - Current
Executive Support
ZRII, LLC
05.2015 - 02.2018
High school diploma -
Emery High School
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