Bilingual customer service
professional with exceptional
organization, communication and
analytical skills seeking a career
opportunity in the service industry.
Fluent in oral & written Spanish and
Italian. Working knowledge in
CLAIMS APPROVER / COMBINED INSURANCE (CHUBB
April 2015 – December 2018
Created and processed 40 or more Fast Pay eligible health claims on all communication platforms per business day.
Corresponded periodically via telephone with every policyholder compliant with Department of Insurance regulations. Handled and resolved between 11-25 escalation cases and any other inquiries within 3 business days.
Liaised and collaborated with cross-departmental teams to determine if particular claim warrants adjudication by a senior adjuster or a SIU associate (Special Investigation Unit), especially for nonbilingual cases. Trained new hires one-on-one or in groups comprised of five members or less the guidelines, resources and best efficacy procedures in utilizing the multiple tracking systems available.
Undertook new projects as new products/insurance policies were being launched commercially in the coming weeks.
Promptly communicated with the customer service center team and/or sales agent for customers looking to expedite the claim process. Aided the adjuster team in processing some of the non-Fast Pay disability claims during high peak season.
Understood organizational objectives, supported process improvements, and provided feedback to leadership on a weekly basis. Performed miscellaneous duties as assigned.
TELEPHONE INTERVIEWER II / NORC AT THE
UNIVERSITY OF CHICAGO
May 2013 – March 2015
Interviewed 20-40 respondents per day telephonically on a wide range of topics while ensuring complete legitimacy and confidentiality. Screened every respondent, finalized each case file, optimized telephone operations and surpassed the monthly quota.
Conducted surveys in Spanish for non-bilingual households and averted a substantial number of refusal cases to participate. Served as one of the few collaborators with project supervisors to revise the Spanish survey scripting.
Highly proficient in multiple tracking
systems, including but not limited to
– POS, EBMS, and CRM. Microsoft
Office. Adobe Suite. Mac and Linux
OS. Familiar with SPSS and HTML.
SALES REPRESENTATIVE / ENTERTAINMENT CRUISES
August 2012 – May 2013
Provided appropriate sets of service and product options to the clients’ needs, cross-promoted between our three main brands of event services having closed the most itemized packages per guest. Designated as the primary translator for Spanish-speaking clients in the sales team, personalizing their e-mail receipts.
Resolved clients’ late modifications to guest packages, assuring to exceed customer expectations.
COMMUNICATIONS SPECIALIST / ROYALE SOCIETY LLC
December 2010 – November 2011
Drafted innovative event promotions resulting in high attendance of over 200 guests utilizing social media as a primary marketing platform. Hosted corporate and nightlife events, oversaw catering services, allocated budget revenue, and handled client information database. Managed customer service satisfaction through high survey feedback. EDUCATION
BACHELOR OF ARTS IN COMMUNICATION / MAY 2011
University of Illinois at Chicago (UIC)
ITALIAN LANGUAGE, LITERATURE AND HISTORY / MAY-
Dante Alighieri Language School at Siena, Italy
VOLUNTEER EXPERIENCE OR LEADERSHIP
International Club – UIC member since September 2007. I was the Publicity and Events Coordinator for the 2008 academic year. Midtown Center for Boys – I am a tutor and support since August 2000.