Experienced in client support, healthcare operations, and database management, with a strong focus on patient and member satisfaction. Bilingual professional committed to delivering efficient, accurate, and compassionate service.
Proficient in delivering exceptional support, resolving issues efficiently, and exceeding client expectations.
Skilled in bilingual communication (English and Spanish), ensuring clarity and professionalism in diverse interactions.
Experienced in navigating CRM, PeopleSoft, and Microsoft Office tools to manage member and facility data.
Effective at working with social service teams and internal departments to streamline operations and support clients.
Virgin Pulse
Demonstrate and maintain professional oral and written communication with customers, co-workers and colleagues, Ability to navigate multiple databases simultaneously for member research and resolution, Excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections, Consistently meeting established performance and quality standards, Maintenance of thorough knowledge of systems so that information can be researched, and proper information is given to members
LogistiCare
Educate facilities about LogistiCare, NET and disseminate contact information for appropriate telephone numbers, Interaction with facility social service staff to coordinate patient trips, Managed prescheduled patient trips in LCAD (LogistiCare Computer Advanced Dimension), Provided superior customer service to clients, efficient and accurate entering of all customer service requests into LogistiCare's data management system
Neighborhood Health Plan of RI
Contribute to Neighborhoods growth and impact by providing front of the line support to external customers, Handle over 60 inbound calls per day and consistently exceed supervisor’s expectations on monthly quality assurance metrics, Assist members with various challenges by calmly explaining policies and procedures, Attempt outbound calls to new and reenrolled members, welcoming them to the benefit plan as well as explaining their benefits
Customer Service Training
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Proficient in Microsoft Office Suite, PeopleSoft, and CRM systems for data analysis and customer support.
Covidien
Answered Latin America (LATAM) calls and emails (Bilingual), Utilized excellent communication skills to provide customers with accurate, consistent and timely responses to their questions, and issues regarding HR administrative and technology needs, Recorded caller inquiries and communicate resolutions to cases using PeopleSoft case management tool, Researched knowledgebase, share point site, pulse connect, and company intranet to provide accurate answers to customer inquiries, Evaluated if inquiry is resolved to employee’s satisfaction and make any required customer follow-up calls and conduct additional research as necessary