Customer Service Representative

DANA RODRIGUEZ

Orlando, Florida 689-***-**** *****************@*****.***

CUSTOMER SERVICE

Highly motivated and detail-oriented professional with a proven track record as a Customer Service Representative. Dedicated to delivering exceptional service to clients, I am seeking a remote position to leverage my meticulous attention to detail and strong customer service skills. I maintain a secure and private home workspace with hardwired internet, ensuring a distraction-free environment.

EDUCATION:

High School Diploma

Saint Peters Academy

TECHNICAL COMPETENCIES & SKILLS:

Skills: Communication Microsoft Office 365 (Outlook, Excel, Teams, Word) Troubleshooting & Ticketing Systems Experience Customer Service Remote Desktop Decision Making Flexibility Avaya Interpersonal Skills Problem Solving Team Building Teams Citrix Remote Keyboarding Hippa Insurance Benefits Google Calendar CRM

PROFESSIONAL EXPERIENCE:

Bilingual Customer Support (11/2023 - Present)

— Results Cx, Remote, USA

Achieve a 98% accuracy rate in processing insurance-related issues and patient prescription orders, ensuring timely delivery and customer satisfaction.

Handle an average of 50 inbound calls daily from patients and internal colleagues, resolving queries and providing detailed insurance benefit explanations.

Consistently exceed monthly goals, processing over 500 prescriptions per month while maintaining a high standard of accuracy and efficiency.

Comply with the ResultsCX, Solutran, Wellcare, Ambetter, Hippa policies, procedures, guidelines, and practices relating to standards.

Improve response time by 30% through effective use of Microsoft Office applications (Outlook, Excel, Teams) and streamlined communication channels for faster resolution of patient queries.

Worked closely with team members and managers to support business operations.

Contributed to a 15% increase in team efficiency by proactively identifying process improvements and implementing streamlined workflows.

Front desk (01/2023 – 12/2023)

— Spot X, Orlando

Served as the first point of contact for walk-in clients, providing a warm and welcoming experience.

Efficiently scheduled client appointments and manage phone lines to address client inquiries and resolve issues.

Collaborated with team members and support managers with business documentation

Utilization of Microsoft products, including operating systems, office suite and outlook Documents work performed and resolution

Provided warm and welcoming reception for walk-in clients, ensuring a positive initial interaction

Handled phone inquiries promptly and efficiently, addressing client concerns and queries.

Utilized organizational skills to streamline appointment processes, optimizing client flow and resource allocation.

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