Marcela - Customer Service Specialist with 5+ years in healthcare and transportation

Provided comprehensive support and resolve customer inquiries effectively across healthcare and transportation sectors.

Handled written and verbal communications professionally, ensuring clear and courteous interactions.

Diagnosed customer issues accurately using available tools and resources to facilitate solutions.

Utilized MS Teams, Zendesk, Twilio Flex, and Microsoft Suite to support customer service processes.

Taking customer calls and resolving their doubts about the medical insurance they have., Updated the member ́s profile if they requested it (Location, phone number, email address)., Provided information about their plan coverage and helped them find primary care physicians or specialists., Made outbound calls to clinics to confirm doctor availability and scheduled appointments for patients.

Handled chats and emails interactions in an effective and efficient way., Handled customer inquiries and suggestions courteously and professionally., Actively reading to customers inquiries, handling concerns by using all available tools and resources to provide the best customer service experience., Participated in team meetings and training sessions to stay informed about company product updates and changes., Clarify customer issues and determinated root cause of problems to resolve product or service complaints., Offered advice and assistance to customers, paying attention to special needs.