MARIA CRISTINA AVILES

Alhambra,, CA, ***** C: 951-***-**** C: E: adi1ec@r.postjobfree.com

Summary

Friendly and efficient customer service team member devoted to maximizing customer satisfaction with exceptional service and support. Knowledgeable with strong skills in retaining product and service information to provide effective issue resolution.

Skills

Conflict resolution

Good communication skills

Multitask

Customer Service Experience over 10 Years

Problem Solving

Bilingual (Spanish-English)

Team Work

Call center experience

High-energy attitude

Organizational strengths

Inbound and outbound calling

Credit card payment processing

Experience

Member Services 10/2020 to 12/2020 AEROTEK CLIENT: Network Medical Management

Working on a special project : Calling out patients asking about their experience with PCP’s and SPC’s, find out what we can do in order to improve the services at the clinic, surveys, feedbacks.

Customer Service Representative 11/2019 to 04/2020 INSIGHT GLOBAL LLC. Irvine, CA CLIENT: Kaiser Permanent

Receives phone calls and verifies identity of callers

Files complaints and handoff to appropriate department for resolution.

Verify outdated data and make any necessary changes to records.

Create spreadsheets to track important customer information.

Provides information about location of medical centers, informed and assist to schedule appointments, send message to Primary Care Physician, etc.

Makes changes to callers' address, medical center, or other demographic information as needed.

Assist providers and members with insurance eligibility and benefits.

Process payments over the phone, set up Auto Pay for members.

Promote online access and help members with features and functionality as well as troubleshooting if necessary.

Play a vital role in explaining offers, policies, and procedures meeting the needs of members across the country.

Customer Service Agent 07/2015 to 06/2019 DELTA AIRLINES (Station MGA) Nicaragua.

Assist passengers with Check In in a prompt, friendly, and courteous manner.

Ticketing and able to handle cash, credit cards transactions with accuracy.

Manage Gate and Ramp Operations.

Transfer data from hard copy to a digital database

Create new files and spreadsheets to track quarterly, monthly and yearly station audits (fueling, aircraft parts, security measures etc)

Update aircraft parts, status of items or other information related to it.

Ground Security Coordinator

Assist customer with baggage claims, investigating complex customer issues each day.

Delivered fast, friendly and knowledgeable service for routine questions and service complaints.

Helped company maintain exceptional client service ratings on external audits.

Airport Passenger Profiling

Investigated and solved routine, complex and long-standing customer issues every day.

Customer Service Representative 10/2012 to 05/2015 SITEL

(Nicaragua) - MoneyGram

Money Transfer, escalated customer concerns to supervisors.

Payouts, reviewed customer data to assess current issues and determine potential solutions.

Cultivated impactful relationships with customers and drove business development by delivering product knowledge.

Upheld privacy and security requirements established by them.

Addressed customer service inquiries quickly and accurately.

Answered back to back inbound calls per day and directed to designated departments.

Customer Service Specialist 06/2009 to 04/2012 SITEL

(Nicaragua) - Capital One

Cards activation for new customers.

Reviewed account and billing histories to provide personal loans.

Secured client retention by driving service and product benefits, features and recommendations around clients' needs.

Resolved many inquiries per week to consistently meet performance benchmarks, including speed and accuracy.

Consulted with customers to determine best methods to resolve service and billing issues.

Prepared, completed and processed customer account and database changes.

Education

Universidad De Las Americas - Nicaragua Business Administration

Three Years College

Pureza de Maria - Nicaragua High School Diploma Nicaragua

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