Erica Saechao
Oroville
Summary
Meticulous and driven representative skilled in ensuring data accuracy and compliance with service level agreements. Experienced in documenting interactions and improving processes to enhance customer satisfaction and operational efficiency.
Overview
2
2
years of professional experience
Work History
Customer Service Representative
Fortuna BMC
Oroville
10.2023 - 08.2025
- Answers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards call to appropriate personnel.
- Collaborated with team members to improve customer service experiences, ensuring prompt resolution of member inquiries.
- Utilized CRM software to track customer interactions and follow-ups.
- Researched member and provider inquiries, responding to parties in compliance with service level agreements (SLAs) to maintain customer satisfaction.
- Documents calls in a customer relationship management (CRM) ticketing solution, resolves member's and provider's requests/inquiries and updates CRM history with results of inquiry to include proper documentation.
- Conducted outbound calls to members, addressing their requests and ensuring timely follow-up.
Data Entry
Fortuna
Oroville
10.2023 - 03.2024
- Executed data capture, correction, and verification tasks within Data Correction Team, ensuring accuracy and proficiency in keying programs.
- Achieved production goals by adhering to established standards and protocols.
- Applied knowledge of client business and market dynamics to implement best practices and continuous process improvements, identifying and modifying procedures to enhance transaction processing efficiency.
- Ensured compliance with contract requirements, business unit rules, and legal regulations.
Education
High School Diploma -
Luther Burbank High
Sacramento, CA06-2006
Skills
- Customer management
- CRM utilization
- SLA compliance
- Outbound communication
- Call documentation
- Data verification
- Attention to detail
- Task prioritization
- Time management
- 10-key
Timeline
Customer Service Representative
Fortuna BMC
10.2023 - 08.2025
Data Entry
Fortuna
10.2023 - 03.2024
High School Diploma -
Luther Burbank High