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Quality-oriented professional with 5years of experience and a proven knowledge of customer service, customer retention, and troubleshooting. Aiming to leverage my skills to fill a relevant role at your company.

Skills

Analytical Thinking Customer Service Creative Thinking CSR Consulting CSR

Employment

  • EXL Service

    2019 - 2021

    Analyzing companies' disability insurance policies, payments, eligibility, claim information including denial and approval to provide accurate information to policy holder, employers, medical providers' office, vendor, and third party callers that areinquiring about.

    Examining if medical records or paperwork received were sufficient and or valid to provide resolution within the call.

    Was promoted as a Trainer Apprentice after 6months of working in the company and did floor support as part of the first stage of the program.

  • Sitel

    2017 - 2019

    Providing determination of the claims including approval and detailed denial explanations to dental providers' office, policy holders, vendor and third party callers.

    Needing to be familiar to most of the dental codes in order to provide more accurate details about the cost of services, insurance coverage percentage per procedure, stipulations and eligibility.

    Reviewing and explaining payments calculation and over payments calculation to make sure that all the inquiries,  concerns, and or  disputes  from  the  callers  will  be  covered  to  increase  first  contact  resolution without escalations.

  • 24/7 Inc

    2016 - 2016

    Providing postpaid plans’ information and inclusions to encourage current subscribers to continue their services and to offer suitable plans to all potential subscribers.

    Resolving billing issues by providing detailed explanations of the charges, offering payment arrangements, and processing adjustments if necessary to maintain customers’ trust and loyalty.

    As former part of the retention team, we were trained to recommend all possible options within the guidelines that best suit our customers’ needs.

  • Convergys

    2015 - 2016

    Utilizing effective probing techniques to provide proper troubleshooting steps and obtain resolution within the call.

    Taking inbound calls, chats, and emails from customers inquiring about the cameras and accessories and providing recommendations depending on their needs and wants to encourage new purchase and increase company's profit.

    Tracking orders and deliveries including all those returning products for replacement or refund.

Education

  • College Graduate

    2013 - 2017

    Bachelor of Elementary Education