JOSE CRUZ
Port Charlotte
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Account Specialist
OPTUM
10.2022 - Current
- Respond to and resolve on the first call, inquires and issues by identifying the topic and type of assistance the caller needs such as medicine order processing, medicine delivery status, and eligibility and claims
- Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Communicated with approximately 120 clients daily to understand needs and explain product value
Bilingual Customer Service Representative
Synchrony Bank
08.2017 - 06.2022
- Assisted customers with Spanish-language inquiries in timely and professional manner
- Escalated customer concerns, maintaining calm, friendly demeanor
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Handled client inquiries with exceptional professionalism and enthusiasm
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Responded to customer calls and emails to answer questions about products and services
Customer Service Representative
Alight Solutions
08.2015 - 06.2017
- Upheld privacy and security requirements for customer information
- Reviewed customer complaints to determine appropriate methods for resolution
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor
- Displayed strong telephone etiquette, effectively handling difficult calls
- Evaluated benefits for each caller to determine service needs and address concerns.
- Answered constant flow of customer calls with minimal wait times.
Education
Master of Science - Information Technology
NUC University
Arecibo, Puerto Rico10.2024
Bachelor Of Arts: B.A - Sociology
Universidad De Puerto Rico Rio Piedras
Rio Piedras, Puerto Rico06.2015
Skills
- Problem-Solving Abilities
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Courteous with Strong Service Mindset
- Understanding Customer Needs
- Technologically Savvy
- Courteous Demeanor
- Upbeat and Positive Personality
- Active Listening
- Customer Relations
- Customer Communication and Empathy
- Resolve Technical Problems
Certification
Projected A+ certified on Oct 2023
Languages
English
Native language
Spanish
Proficient
C2
Timeline
Customer Account Specialist
OPTUM
10.2022 - Current
Bilingual Customer Service Representative
Synchrony Bank
08.2017 - 06.2022
Customer Service Representative
Alight Solutions
08.2015 - 06.2017
Master of Science - Information Technology
NUC University
Bachelor Of Arts: B.A - Sociology
Universidad De Puerto Rico Rio Piedras
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