Optimized personnel coverage, preparing work schedules based on staff availability and forecasted demands.
Liaised with customers, addressed inquiries, handled meeting requests and answer billing questions to provide outstanding customer care.
Managing client correspondence, payment scheduling, record tracking and data communications.
Managing client correspondence, record tracking and data communications in database and case management software.
Mitigated regulatory risks by guaranteeing program requirements adhered to PMO's compliance standards.
Planned scheduling, cost control and project meetings for 7-12 engineers, program/project managers and stakeholders on a weekly and monthly basis and coordinated availability of conference rooms.
Monitored financial bookkeeping for accuracy and compliance, resolving identified discrepancies.
Improved operational efficiencies, managing work requests, new orders, pricing and changes while coordinating logistics to verify delivery dates.
Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
Project Administrator, Emerson Electric, July 2017-November 2019Escazu , Costa Rica
Collaborated with Project Management team to develop engineering project, resulting in process safety solution for .gas and oil industry
Sustained safety protocols and budget controls by maintaining proper and cost-effective equipment and materials usage.
Assigned work to employees based on project requirements and individual team member strengths.
Conferred with other managers, technical personnel and team leaders to coordinate efficient site work and maintain tight schedules.
Estimated materials and labor requirements to complete jobs within budgetary and timeline requirements.
Defined project deliverables and monitored status of tasks.
Scheduled staff and subcontractors, ensuring that each shift had adequate coverage so that jobs could be completed on time.
Customer Service Representative, Convergys, October 2011-June 2017San Jose , Costa RIca
Assisted approximately 60 customers each day with Dental and Medical insurance claims and general questions.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Set up and activated customer accounts to maintain QA satisfaction levels.
Delivered service and support to each customer, paving way for future business opportunities.
Upheld privacy and security requirements established by HIPAA regulatory agencies.
Trained 3-4 new employees every time business required, in procedures and policies in order to maximize team performance.
Worked with Managers and Team leaders to develop customer service improvement initiatives.
Exceeded company productivity standards 80% on consistent basis.
Cultivated impactful relationships with customers and drove business development by delivering product knowledge.
Documented conversations with customers to track requests, problems and solutions.
Answered customer questions and addressed concerns, resulting in 70% reduction in complaint calls.
Evaluated customer account information to assess current issues and determine potential solutions.
Answered 20 inbound calls per day and directed to designated individuals or departments.
Interviewed customers regarding insurance coverage issues and reported feedback to management team.
Translated services for 3-5 person team to serve Spanish-speaking customer needs.
Created and implemented process improvements to reduce workloads and bolster callback efficiency.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Credit Card Customer Service Representative, Aegis, February 2003-August 2011San Jose , Costa Rica
Established membership loyalty, executing flawless customer retail account management.
Fielded customer complaints and queries, fast-tracking them for problem resolution.
Improved service quality and increased sales by developing strong knowledge of company's products and services.
Set up and activated customer accounts to maintain QA satisfaction levels.
Contacted customers about potential service upgrades, new services and account changes.
Assisted approximately 50-80 customers each day with available balance, ACH balance transfers, rewards, purchases and other questions.
Increased customer satisfaction ratings 90% by effectively answering questions, suggesting effective solutions and resolving issues quickly.
Diminished financial discrepancies and managed monetary transactions, including deposits and credit card transactions.
Investigated technical issues using knowledge base and personal experience to complete timely resolutions.
Trained 10-15 new employees every 6 months in procedures and policies in order to maximize team performance.
Achieved top satisfaction, retention and referral rankings on consistent basis.
Answered 10+ inbound calls per day and directed to designated individuals or departments.
Answered 30 daily phone calls to resolve customer's unauthorized transactions, approval of purchases, funds transfers, fraud and other issues efficiently.
Documented conversations with customers to track requests, problems and solutions.
Provided excellent services for customers by following up on issues.
Updated systems with order specifics and customer details, preferences and billing information.
Escalated customer satisfaction ratings by offering valuable insights to customers needs and expectations.
Mentored junior team members and managed employee relationships.
Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Exceeded team goals and collaborated with staff to implement customer service initiatives.
Evaluated customer account information to assess current issues and determine potential solutions.
Evaluated benefits for each caller to determine service needs and address concerns.
Asked probing questions to determine service needs and accurately input information into electronic systems.
Cross-trained on collections and sale roles in order to provide skilled back-up for customer-service teams.
Upheld privacy and security requirements established by PII regulatory agencies.
Processed customer account changes, using multiple systems.
