Stephanie Pedraza
Moreno Valley
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
JIA Insurance Services
Murrieta, CA
02.2023 - Current
- Provided exceptional customer support through effective communication and problem-solving skills.
- Documented interactions in CRM systems for streamlined follow-up and reporting.
- Resolved complaints promptly, ensuring customer satisfaction and loyalty.
- Trained new staff on company policies and customer service protocols effectively.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Utilized CRM software to track client interactions and policy renewals efficiently.
- Collaborated with underwriters to negotiate favorable terms for clients, ensuring competitive pricing and comprehensive coverage.
- Assisted clients with claims processing, ensuring a smooth experience during difficult times.
- Calculated quotes and educated potential clients on insurance options.
- Handled approximately 100+ outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Maintained high standards of customer service by building relationships with clients.
- Negotiated with insurance underwriters to obtain better coverage and improved rates for clients.
- Finalized sales and collected necessary deposits.
- Educated clients on insurance policies and procedures.
- Negotiated contracts and terms of sale with potential customers.
- Generated leads through cold-calling, networking and other outreach methods.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
Bilingual Sales and Administration Service
Contractors State License Services
Temecula, CA
01.2021 - 01.2023
- Excellent communication skills, both verbal and written.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Processed customer transactions efficiently, ensuring accuracy and compliance with banking regulations.
- Trained new staff on operational procedures, improving team performance and service delivery.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a tea
- Skilled at working independently and collaboratively in a team environment.
Patient Safety Attendant
Riverside Community Hospital
Moreno Valley, CA
10.2019 - 01.2021
- Monitored patient safety and comfort, promptly addressing concerns to enhance care quality.
- Documented patient behaviors and incidents accurately to support treatment plans.
- Improved communication between medical staff and patients by effectively reporting observations and concerns.
- Actively participated in unit meetings to stay informed about policy updates or changes in protocols affecting daily tasks.
- Managed customer inquiries via phone, email, and chat consistently.
- Processed medical claims using advanced billing software to ensure timely submissions and reimbursements.
- Reviewed and verified patient insurance information for accuracy, enhancing claims approval rates.
- Assisted in resolving billing discrepancies by collaborating with healthcare providers and insurance companies.
- Managed appointment bookings using scheduling software, ensuring efficiency and accuracy in daily operations.
- Supported the nursing staff in administering medications under supervision, ensuring accurate dosing and proper documentation.
- Covered front desk and control desk, directed hospital assistant traffic, assisted with film room duties and directed outpatients to changing rooms, giving changing instructions.
Education
Associate in Criminology - Criminology
Cerritos College
Norwalk, California, CA06-2026
Associate of Science - Medical Assistance
Platt College
Riverside 06-2021
Skills
- Active listening
- Customer service
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Employee Scheduling
- Budget Assistance
- CPR Certified
- Customer Service
- Zendesk
- Payment processing
- Client relations
- Professional telephone demeanor
- Call center operations
- Call management
- Appointment scheduling
- Microsoft PowerPoint
- Data collection
- Customer relationship management (CRM)
- Staff training
- Live chat support
- Dispute resolution
- Filing
- Multi-line phone talent
- Sales expertise
- Account updating
- Sales closing
- Staff education and training
- Documentation
- Paperwork processing
Languages
Spanish
Full Professional
Timeline
Customer Service Representative
JIA Insurance Services
02.2023 - Current
Bilingual Sales and Administration Service
Contractors State License Services
01.2021 - 01.2023
Patient Safety Attendant
Riverside Community Hospital
10.2019 - 01.2021
Associate in Criminology - Criminology
Cerritos College
Associate of Science - Medical Assistance
Platt College