Innovative Call Center Representative with 6 years of experience providing excellent support to clients while building rapport. Adept in implementing problem-solving techniques for customer complaints and handling a high call volume. Successful at maintaining high customer satisfaction ratings through a friendly demeanor and assistance with additional customer questions.
Logging call information
Inbound phone calls
Insurance policy review
Multi-line phone talent
QA specialist, 08/2016 to Current
Asurion – Houston, TX
Responded to customer requests via telephone and email. Developed new process for employee evaluation which resulted in marked performance improvements. Verified data integrity and accuracy.
Effectively managed assigned cases, collecting and documenting details as needed . Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge. Determined the proper course of action for claims processing. Customer Care Representative, 11/2015 to 07/2016
iQor Inc. – Houston, TX
Responded to all customer inquiries thoroughly and professionally. Politely assisted customers in person and via telephone. Recommended alternative items if product was out of stock. Educated customers on product and service details and information. Ensured accurate responses to questions and inquiries by maintaining advanced product knowledge. Answered customer telephone calls promptly and in an appropriate manner. Analyzed and escalated complaints, issues and grievances to designated departments for investigation and P S
Documented all customer inquiries and comments thoroughly and quickly. Determined customer needs by asking relevant questions and listening actively to the responses. resolution specialist, 04/2013 to 10/2015
United health care – Houston, TX
Interviewed policyholders to verify information and obtain additional details. Checked level and type of coverage and evaluated contracts. Tracked the progress of all outstanding insurance claims. Reported policy changes and company conditions affecting customer satisfaction. Assessed individual situations and developed effective and appropriate resolutions. Completed in-depth research to investigate claims and resolve problems. Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction.
health and medical science, 2019
Houston Community College - Houston, TX