Call Center Case Management
Resume:
RESUME: ESPERANZA CRIMILDA DE LA ROSA
ESPERANZA CRIMILDA DE LA ROSA MARTINEZ
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SKILLS AND ABILITIES:
BILINGUAL: GERMAN SPANISH ENGLISH
Proficient in Microsoft Office-Word, Excel, Outlook, SF, PeopleSoft, Teams, IBM, Availity, HS.
Bachelor’s Degree of Science in German and Spanish.
CERTIFICATIONS/LICENSES:
Statement of Status of Eligibility German K-12 2015-05 - 2018-05 Teaching German and Spanish for K-12 Official Statement of Status of Eligibility German K-12 Florida Bureau of Educator
Report of Evaluation of Educational Credential from Tallahassee and Josef Silny & Associates.
Business Management Degree
GED Degree
Case Management Certificate
Life Insurance License FLA Life and Annuity (incl. Variable Contracts) (0214) No. W 775442 08/21.
HEALTH Insurance License FLA (0240) NPN-No. 20046384
Valid Driver’s License Class E. Safe Driver.
I am proactive, details oriented - persistent, can work with multiple systems (MS products, SF, AVAYA, PEOPLESOFT, TEAM, INTERACTION DESK can manage high inbound and outbound call volumes remaining calm and professional with the ability to handle stress and get customers satisfied and to handle multiple routine tasks and requests.
I have an outgoing communications style with superior customer service skills, high level of professionalism and good problem-solving skills.
PROFESSIONAL EXPERIENCE
1979-1982 Foreign Language School Adults - German Teacher
1982-1990 Former Embassy of the GDR (DDR) - Spanish German Translator
1990-2012 Lohrmann International GmbH - Executive Assistance
11/2015 –10/2016 Milhua LLC - Customer Service Representative German Speaking
11/216 - 01/2021 NCL Holdings Ltd. Personal Cruise Consultant German/ Spanish Market
02/2022 - 11/2022 Global Excel Manag. Multilingual Customer Service Health Assistance
04/2023 - 10/2024 BRHPC Multilingual Enrollments, Client Relations and Agent Service Specialist
PRIMARY RESPONSIBILITIES:
German Business Office Havana
Under the direction of the CEO (Siemens Power Generation), provided support for established customers, identified and qualified financially stable customers.
Responded to daily customer requests for quotes and followed up with customers regarding quotes.
Negotiated pricing and closed deals.
multi-task.
Ability to use Microsoft Office programs effectively.
Customer Service Representative Milhua LLC. - North Miami, FL
Provide help directly to not profit organizations (foster homes and foundations) by initiating outbound telephone calls, promoting contact and then cultivating and maintaining customer relationships with potential support institutions.
Personal Cruise Consultant German and Spanish Market NCL Holdings Ltd.
As a Personal Cruise Consultant,
-promoting sales to consumers by initiating outbound calls,
-acting on leads in order to identify travel needs,
-presenting products and making travel recommendations.
-following up with customers to close sales and meet/exceed revenue goals.
-documenting all communications in the SF-system
-Monitoring my mailbox and responding to customers.
-Top Producer Int. Department 2020 with 1,934.864 revenue
Multilingual Customer Service Representative – Health Assistance.
As a Multilingual Customer Service Representative, I was assisting members and medical providers over the phone and via e-mail by providing information on members' health plans (eligibility, medical, dental, and vision benefits). I was also required to respond to inquiries regarding the status of authorizations and bills as well as assist members in locating appropriate medical providers promoting service excellence in all communications with members, providers and corporate clients.
Multilingual Client Relations and Agent Services Specialist
As a Multilingual Client Relations and Agent Services Specialist I was maintaining a valid Florida Health Insurance License, knowledge of national health care policies, HIPAA, HRSA and associated reporting requirements of the insurance benefit management program representing the agency in a professional and respectful manner in working with clients, vendor, fellow employees, and all members of the public.
Daily Tasks and Responsibilities:
Client Relationship Management: Acted as the primary point of contact for clients, fostering strong, trust-based relationships.
Needs Assessment and Solution Provision: Identified client needs and provided tailored solutions to enhance their experience with the service or product.
Issue Resolution: Handled client complaints related to enrollments and premium payments, ensuring timely and professional resolution.
Cross-Department Collaboration: Worked closely with internal teams to address client concerns and ensure overall satisfaction.
Feedback Monitoring and Improvement: Regularly monitored and analyzed client feedback to identify areas for improvement and implemented necessary adjustments to processes.
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