Greater Orlando
Highly productive, goal-oriented, customer service and client support professional for 4+ years with extensive experience in sales and claim resolution procedures. Dedicated to meeting and exceeding performance metrics, while maintaining enthusiasm and determination in every situation. Intrinsically motivated and committed to professional improvement. EXPERTISE CRM Software | Prospect Interviewing| Customer Retention | Claims Investigation | Compliance | Insurance Production | Upselling | Liaising | Bookkeeping | Microsoft Office Suite | Remote Troubleshooting Assistance | Claims Documentation | Chat/Email Support | Data Entry | SKILLS Time Management & Organization | Conflict Resolution | Interpersonal Communication | Multitasking | Adaptability | Empathy | Patience | Critical Thinking | Problem Solving | Team Collaboration | Persistence | Technology Proficiency | Client Needs Assessment | Policy & Procedure Application | Regulatory & Policy Compliance | Active Listening |
• Enhanced customer experience by analyzing shipping needs and recommending tailored solutions, including insurance, express upgrades, and packaging, increasing insurance adoption by 40%+. • Applied critical thinking to resolve shipment challenges, ensuring smooth delivery and maintaining a 95%+ customer satisfaction rating. • Processed 10–20 international and domestic shipments daily with 100% accuracy in documentation, customs compliance, and payment processing. • Consistently promoted value-added services, driving higher average transaction value (ATV) and contributing to overall revenue growth of 15–20%. • Leveraged POS and CRM systems to track shipments, document customer interactions, facilitate and aid in escalations/investigations, and support strong retention rates above 90%. • Follow up on investigations/escalations ensuring required documentation and customer statements are accurate and up to date.
• Guided prospective students through the admissions process, delivering comprehensive information on academic programs, enrollment procedures, and financial aid eligibility to drive student enrollment. • Managed an average of 45+ inquiries daily by phone/email/chat, utilizing CRM systems such as Interaction Desktop, to track communication, maintain detailed records, and optimize lead management, while remaining responsible for securing 2 enrollments per day. • Conducted personalized 1–2-hour interviews to assess applicant qualifications, evaluate eligibility, and align educational goals with suitable programs, ensuring the prospective student enrolls. • Achieved 80% enrollment conversion rate through consultative sales techniques, need-based assessments, and relationship building, securing a minimum of 12 enrollments each writing cycle.
• Designed, executed, and marketed engaging on-site activities to enhance guest satisfaction, promote resort amenities, and boost customer retention, adjusting activities as necessary i.e. due to changes in weather. • Delivered personalized guest services to 50+ individuals daily, leveraging hospitality software and reservation systems to recommend local attractions and upsold packages. • Managed event scheduling, logistics, and resource allocation to ensure seamless execution and adherence to resort compliance policies, recording all earned revenue and used supplies. • Resolved guest inquiries and complaints with a 96% satisfaction rate through active listening, conflict resolution, and superior customer service.
• Processed and validated 5-10 Flexible Spending Account claims daily with 100% adherence to IRS and plan documentation requirements. • Reviewed receipts, itemized statements, and benefit documentation to ensure eligibility and compliance before reimbursement. • Maintained accurate claim records in EMR and CRM systems, supporting audit readiness and error-free adjudication. • Achieved 90% client satisfaction by efficiently resolving member inquiries and documentation issues. • Ensured timely claim determinations and reimbursements within established turnaround standards and quality metrics.