Dedicated professional with extensive experience in customer service, quality assurance, and team mentoring across insurance and healthcare sectors. Proven track record of improving operational efficiency and service quality.
Proven ability to deliver exceptional customer support, mentor agents, and improve service quality.
Skilled in QA activities, identifying errors, and providing actionable feedback to enhance team performance.
Experienced in evaluating claims to identify fraud and determine fault in insurance cases.
Effective in supervising, mentoring, and providing constructive feedback to team members.
CORE MULTI SERVICE STRATEGIES S.A DE C.V.
EVALUATIONS ON HOW AND WHY THE ACCIDENT OCCURRED AND WHO WAS AT FAULT.. INVESTIGATION ON DIFFERENT CLAIMS TO DISCOVER FRAUD CLAIMS.. FLEX SUPERVISOR ACTIVITIES. FEEDBACK TO THE AGENTS ON MY TEAM ON HOW TO IMPROVE THEIR METRICS.. LEADERSHIP TO IMPROVE ACTIVITIES ON MY TEAM AND OTHER TEAMS.. MENTORING TO AGENTS WITH LOW PERFORMANCE ON THEIR METRICS AND ENGLISH LEVEL.
CORE MULTI SERVICE STRATEGIES S.A DE C.V.
SPECIAL PROJECT ON FINDING DERMATOLOGY ERRORS ON THE APPOINTMENTS AND PROVIDING FEEDBACK TO AGENTS.. QA ACTIVITIES. FEEDBACK TO THE AGENTS TO THE TEAM ON HOW THEIR CALL WENT AND HOW TO IMPROVE THEIR METRICS.
CORE MULTI SERVICE STRATEGIES S.A DE C.V.
QUALITY ASSURANCE ANALYST FOR THE SCHEDULING DEPARTMENT.. SPECIAL PROJECT ON FINDING DERMATOLOGY ERRORS ON THE APPOINTMENTS AND PROVIDING FEEDBACK TO AGENTS.. QA ACTIVITIES. FEEDBACK TO THE AGENTS TO THE TEAM ON HOW THEIR CALL WENT AND HOW TO IMPROVE THEIR METRICS.. PROVIDE WEEKLY METRICS. CREATING IT TICKETS FOR SUPPORT.. COACH AGENTS TO HELP THEM WITH THE LOW QA SCORE.
High School Completed
Degree in Physiotherapy
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CORE MULTI SERVICE STRATEGIES S.A DE C.V.
CUSTOMER SERVICE FOR KEMPER INSURANCE.. MENTORING TO AGENTS WITH LOW PERFORMANCE ON THEIR METRICS AND ENGLISH LEVEL.. FLEX QA ACTIVITIES.. FLEX SUPERVISOR ACTIVITIES. FEEDBACK TO THE AGENTS ON MY TEAM ON HOW TO IMPROVE THEIR METRICS.. LEADERSHIP TO IMPROVE ACTIVITIES ON MY TEAM AND OTHER TEAMS.
TELEPERFORMANCE
CUSTOMER SERVICE, SALES AND TECHNICAL SUPPORT.. MENTORING ON SALES EXPERIENCE.. MENTORING ON CUSTOMER SERVICE EXPERIENCE.. FLEX TRAINER ACTIVITIES.. FLEX SUPERVISOR ACTIVITIES.
