Elena Gracia
Lake Balboa ,Ca
Summary
Adept at conflict resolution and customer education, excelled at WellPoint, Anthem Blue Cross by enhancing customer loyalty and satisfaction. Leveraging skills in active listening and problem-solving, consistently exceeded service standards, earning recognition as a top performer. My approach not only resolved disputes effectively but also fostered positive, lasting client relationships.
Overview
26
26
years of professional experience
Work History
Customer Service Representative , Brokers Services
WellPoint, Anthem Blue Cross
10.2000 - 02.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Process and adjust medical claims in timely manners.
- Process policies enrollments, maintenance and cancellations of the medical policies.
- Participated in training programs to enhance product knowledge and customer service skills.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Sales Associates,Front Manager
Pic’n Save
07.1995 - 12.1997
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
Education
Some College In Cuba -
Medical School
Cuba, Cuba Skills
- Customer service
- Active listening
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Complaint resolution
- Payment processing
- Client relations
- Customer satisfaction measurement
- Professional telephone demeanor
- Call center operations
- Follow-up skills
- Call management
- Paperwork processing
Languages
Spanish And English
Full Professional
Timeline
Customer Service Representative , Brokers Services
WellPoint, Anthem Blue Cross
10.2000 - 02.2021
Sales Associates,Front Manager
Pic’n Save
07.1995 - 12.1997
Some College In Cuba -
Medical School
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