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Customer Service Specialist with 5+ years in Insurance & Call Centers
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Competencies
Provided comprehensive customer support, resolving issues and ensuring satisfaction across multiple roles.
Resolved complex claims and customer concerns, often guiding providers and internal teams toward solutions.
Led escalation teams and managed internal contacts to facilitate issue resolution and process improvements.
Evaluated call quality and performance data to support agent development and compliance standards.
Managed multiple customer inquiries and follow-ups within strict time limits to maintain service standards.
Education
Summary
Dedicated customer service representative with over 5 years of experience in insurance and call center environments, skilled in complaint resolution, claims support, and leadership in escalation processes.
Key Achievements
- Led escalation teams to resolve complex provider issues at SYKES El Salvador.
- Handled customer inquiries and claims support at Guardian Life Insurance, improving customer satisfaction.
- Processed technical orders and provided personalized service at STREAM GLOBAL SERVICES.
Experience
Customer service rep
provide product/services information, answer questions, provide claims and payments details and resolve any emerging problems., Lead agents to solve providers problems, take escalated calls and guide providers problems to a solution, point of contact of internal departments, handle payments issues, Handle customer complaints, provide appropriate solutions., provide support with pending claims, Explained denial complicated claims to providers, provided benefits details to providers, Follow up to provide a resolution within the time limits, Take the extra mile to provide customer satisfaction.
Customer service rep
handling general/specific customer questions about the company’s products/services, Processing technical orders or sales, Ensuring efficient and personalized customer service
Escalations team
Lead agents to solve providers problems, take escalated calls and guide providers problems to a solution, point of contact of internal departments, handle payments issues, Handle customer complaints, provide appropriate solutions., provide support with pending claims, Explained denial complicated claims to providers, provided benefits details to providers, Follow up to provide a resolution within the time limits, Take the extra mile to provide customer satisfaction.