Customer Service Representative

NATHANIEL BETANCOURT

WORK EXPERIENCE

Connexus December 2023 – April 2024

Customer Service Representative

Fielded high volume calls where we worked with Medical Insurance Companies like United Health Care, Humana, WellCare, etc. Calls had to do with Medicaid and Medicare Benefits given to the members by the health plan. Inquired regarding member benefits each year (to buy healthy foods, Over-the-Counter Medicine, or even pay their Utility Bills), handles calls in English/Spanish. Followed call scripts.

AMA Consulting September 2021 – September 2023

Customer Service Representative/Team Lead

Started out as a Service Ambassador for 3 months and then I got promoted to be a Team Lead. As a Team Lead I have learned how to Assist with hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products, Review and resolve escalation issues, Answer CSR questions regarding best practices or difficult calls, Identify operational issues and suggesting possible improvements, I worked with other supervisors and management team members to support the company and maximize customer satisfaction, plan, monitor, and appraise job results, assisted in conduct training, implement and enforce systems, policies, and procedures, I have also learned how to approach problems pro-actively and be solution focused, demonstrated the ability to be flexible in response to job demands to meet work needs, as well as the ability to work well under stressful conditions to an extent, Demonstrated excellence in communication in the English language, both written and spoken, excellent verbal and written communication skills, excellent interpersonal and customer service skills, excellent organizational skills and attention to detail, excellent time management skills with a proven ability to meet deadlines, strong analytical and problem-solving skills, Strong leadership skills.

EDUCATION

Columbia High School, Lake City, FL

High School Diploma

SKILLS

Bilingual - Spanish/English

Adaptability

Customer Service

Translating/Interpreting

Computer skills

Communication

Leadership

Call Center Scripts

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