Client Service Specialist with CRM Expertise
Resume:
JUANITA
OROZCO
********@*******.***
Elk Grove, CA 95624
Bold Profile
Adept at enhancing customer satisfaction and retention, my tenure at ACUMEN LLC honed my skills in complaint handling and CRM software, achieving a notable increase in client loyalty. Leveraging exceptional communication and problem-solving abilities, I excel in fast-paced environments, consistently meeting deadlines and exceeding service expectations.
PROFESSIONAL SUMMARY
SKILLS
Complaint Handling with High
Volume inbound calls
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• Performance Tracking
• updating insurance information
processing new orders and
verification of insurance
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• Client Support
• Follow-up skills
• Payment Processing
• Meeting deadlines
• Order Processing
• Customer Education
• Account Management
• Service Recommendations
• Database Management
• System Documentation
• Escalation management
• Customer Service
• Teamwork and Collaboration
• Problem-Solving
• Time Management
• Attention to Detail
• Multitasking Abilities
Calm and Professional Under
Pressure
•
• Reliability
• Excellent Communication
• Computer Skills
ACUMEN LLC - Client Service Agent- WFH
Mesa, AZ • 12/2023 - 09/2024
EDD/ MANPOWER - Internal Auditor-Fraudulent Claims- WFH SACRAMENTO, CA • 10/2021 - 11/2023
WORK HISTORY
Developed strong relationships with clients, resulting in increased loyalty and repeat business.
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Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
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Maintained detailed records of client interactions, ensuring accurate documentation for future reference.
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Reduced response time to client inquiries by implementing an efficient ticketing system.
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Actively participated in cross-functional teams focused on improving overall company performance.
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Conducted regular follow-ups with clients to ensure satisfaction and address any concerns promptly.
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Implemented process improvements that resulted in increased efficiency within the Client Service department.
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Delivered comprehensive product knowledge to clients, enabling informed decision-making on their part.
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Provided exceptional support to clients by identifying their needs and offering tailored solutions.
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Supported sales efforts by providing pre-sales assistance and post-sales follow-up as needed.
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Developed customized reports for clients that provided valuable insights into their account activity.
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Coordinated with other departments to resolve client issues efficiently and effectively.
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Collaborated with other departments to develop ways to increase customer satisfaction.
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• Investigated and resolved customer inquiries and complaints quickly. Coordinated with operations staff to resolve service problems and boost client satisfaction.
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Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
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• Understanding Customer Needs
• Customer service excellence
• Organizational Skills
• CRM software knowledge
• Client Retention Strategies
ASHER COLLEDGE
1215 Howe Ave Ste 101,
Sacramento, CA 95825 • 10/2015
Associate of Science: Medical
Billing And Coding
EDUCATION
Awarded Helping others when
needed
•
TriWest Healthcare Alliance - Schedule Coordinator- Call Center WFH 15810 N 28th Ave, Phoenix, AZ 85053 • 10/2016 - 07/2021 Updatingpdating records with updated notes for tracking conversation purposes.
Assisted in the preparation of audit reports that clearly communicated findings and recommendations to key stakeholders.
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Performed internal audits of financial and departmental operations, developing risk assessments and conducting process walkthroughs for compliance with documented processes.
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• Identified and reported audit issues.
• Investigated discrepancies discovered during auditing process. Contributed to a positive work environment by collaborating effectively with colleagues across all levels of the organization.
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Enhanced internal control systems by conducting thorough risk assessments and implementing effective audit recommendations.
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Improved operational efficiency by identifying and addressing financial discrepancies through meticulous examination of financial records.
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Conducted training sessions for staff members on best practices in internal auditing, fostering a culture of continuous improvement.
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Enhanced customer satisfaction with timely coordination of appointments and updating patients records.
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• Answered high volume inbound calls on a timely basis. Navigated through 5 systems to build, track and monitor patients request.
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Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
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Streamlined internal communication, ensuring accurate and up-to-date schedule information for all team members.
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Managed last-minute schedule changes with minimal disruption to daily operations or customer service levels.
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Enhanced customer satisfaction with timely coordination of appointments and service requests.
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• Improved organization by maintaining comprehensive schedule logs. Managed multiple calendars to support diverse team needs and priorities.
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