This is my profileContact via CazVidMaria
Customer Service & Team Leadership with 6+ years in Call Centers
Contact
Competencies
Utilized software tools like Genesys and Citrix to handle customer inquiries efficiently and maintain service quality.
Built rapport with customers through bilingual support, negotiations, and personalized service to ensure satisfaction.
Supervised and mentored team members, conducted performance reviews, and created targeted improvement plans.
Resolved application and service issues, organized medical and insurance documentation, and supported technical inquiries.
Negotiated payment arrangements, conducted outbound calls for collections, and supported merchant services.
Education
Languages
Summary
Experienced in customer support, technical troubleshooting, insurance processes, and team leadership across healthcare and telecommunications sectors. Skilled in managing high call volumes and developing team performance.
Key Achievements
- Managed high call volume, maintaining quality metrics across multiple roles in customer service.
- Led a team of 15 agents, conducting performance reviews and developing action plans to improve service delivery.
- Handled complex insurance and technical issues, including troubleshooting, billing, and policy appeals.
Experience
Bilingual agent
Managed approximately 70 calls per day to address inquiries and issues., Maintain weekly metrics on target (Average Handle Time, 1 star review, Spotcheck and productivity).
Team Lead
Managed approximately 20 calls per day to address inquiries and issues., Conducted weekly performance reviews for a team of 15 team members., Conducted individual side-by-side sessions to identify areas of improvement and provide guidance in one-on-one meetings., Developed weekly individual action...
Bilingual agent
Troubleshoot application issues., Contact the store to generate the sale., Answer customer calls and assist or redirect., Inbound or outbound call-center customer service / collections., Data collections / maintenance., Negotiate with the customer to pay a debt., Cold / outbound calls for money...