Dedicated to delivering exceptional customer service, adept at multi-channel support, technical troubleshooting, and driving customer loyalty in diverse sectors including insurance, healthcare, and telecommunications.
Expertise in handling diverse customer inquiries, ensuring high satisfaction and retention across various industries.
Proficient in multi-channel communication, providing clear, empathetic, and effective support to clients and patients.
Skilled in Salesforce, internal CRM, and communication tools like Slack, Microsoft Teams, and Avaya for efficient support management.
Capable of troubleshooting technical issues and identifying opportunities to enhance customer experience and operational efficiency.
State Farm
Handled inbound calls regarding auto and fire insurance policies, providing accurate information on coverage, payments and policies structures.. Contributed to customer retention by offering effective solutions and ensuring positive customer experiences aligned with company guidelines.. Ensured document integrity by identifying missing information and facilitating the secure transmission of required paperwork via email.
Freedom Care
Provided empathic, multi-channel support (Phone, Email, SMS) to patients and caregivers.. Ensured data integrity and HIPAA compliance when updating sensitive patient information.
Capital One
Drove customer loyalty through expert handling of upgrades, insurance claims and device lease agreements.. Identified revenue opportunities through soft-selling techniques and personalized plan recommendations.
EZ LINKS
Bachiller en Ciencias
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SPRINT
Performed soft-troubleshooting for mobile device and service connectivity to resolve technical issues on the first contact.. Achieved a 100% CSAT and FCR rating while averaging 5 surveys per day through effective problem-solving.. Maintained an attendance rate of 90%+ and managed discretionary fee waivers within a strict $50 limit to protect company revenue.
Metro PCS
