Andrea Ortiz Maldonado
Carolina
Summary
Developed strong communication and problem-solving abilities in fast-paced service environment. Proven track record of managing and resolving customer inquiries efficiently and effectively. Seeking to transition into new field where these skills can be leveraged to enhance team performance and customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Optum
05.2024 - Current
- 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.
Guest Service Agent
Paulson Company - Condado Vanderbilt
09.2023 - 05.2024
- Resolved billing disputes promptly, maintaining professionalism and customer satisfaction throughout the process.
- Maximized revenue by upselling room upgrades and additional services.
- Collected room deposits, fees, and payments.
- Provided personalized recommendations for attractions and dining options in the area, enhancing guest experiences.
- Responded to incoming guests, telephone calls, and email inquiries with efficiency and professionalism.
Case Manager
Telecontacto Contact Center Inc
05.2023 - 01.2024
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Referred customers to appropriate team members to meet treatment needs.
- Developed and implemented comprehensive case management plans to address client needs and goals.
Case Representative
Telecontacto Contact Center Inc
06.2022 - 01.2024
- Maintained strict confidentiality of sensitive information, adhering to legal regulations and company policies.
- Participated in ongoing professional development opportunities to stay current on industry trends and best practices in case management.
- Skilled at working independently and collaboratively in a team environment.
- Managed time efficiently to complete all tasks within deadlines.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Education
Bachelor of Science - Nursing
Recinto De Ciencias Medicas
San Juan, Puerto Rico05-2026
Skills
- Customer service
- Guest communication
- Problem-solving
- Ethical practice
- Active listening
- Case management
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Service Representative
Optum
05.2024 - Current
Guest Service Agent
Paulson Company - Condado Vanderbilt
09.2023 - 05.2024
Case Manager
Telecontacto Contact Center Inc
05.2023 - 01.2024
Case Representative
Telecontacto Contact Center Inc
06.2022 - 01.2024
Bachelor of Science - Nursing
Recinto De Ciencias Medicas
Similar Profiles
Tracey McAllisterTracey McAllister
Sr UX UI Engineer - Product Manager at OptumSr UX UI Engineer - Product Manager at Optum
MANJUNATH HUNACHIKATTIMANJUNATH HUNACHIKATTI
Associate Medical Coder at OptumAssociate Medical Coder at Optum
MRIDHULA KALLIVALAPPILMRIDHULA KALLIVALAPPIL
Medical Coding Analyst at OptumMedical Coding Analyst at Optum