Karla M. Nieves Vializ
Trujillo Alto
Summary
Experienced and energetic Customer Service Representative with a proven track record of resolving complex customer inquiries. Dedicated to building strong customer relationships, driving brand loyalty, and increasing customer engagement. Fluent in both Spanish and English, enabling effective communication with a diverse customer base. Proficient in Microsoft Office applications including Word, PowerPoint, Excel, and Outlook, ensuring efficient handling of administrative tasks.
Overview
12
12
years of professional experience
Work History
Appeals & Grievances Representative
United Healthcare
San Juan, Par
08.2022 - Current
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Customer Service Representative (Retention Unit)
Castellana Physician Services
Guaynabo
10.2020 - 08.2022
- Outbound/Inbound calls to give information to customers about their Medicare/Healthcare services
- Provide excellent customer service and create relationships with customers so they don't leave MMM Healthcare Plan
- Keep all documentation in Excel up to date
Customer Service
Cocina Selecta
San Juan
01.2016 - 03.2018
- Received calls
- Give information to clients
- Provide excellent customer service at all times
- Help clients to pick their order
- Assist in the kitchen when needed
Customer Service Agent
Link Active
Guaynabo
04.2013 - 12.2015
- Explained the documents the client had to bring
- Worked different project as needed
- Complete the payroll for the client
- Complete sales depending on the product working at the time
- Gave training to new hired
Education
Associates Degree of Nursing -
MBTI College
BayamónAssociates Degree Business Administration -
EDP University
Hato ReySkills
- Fully Bilingual: Spanish & English
- Knowledge of Microsoft Office: Word, Power Point, Excel, Outlook
- Customer support
- Goal-oriented mindset
- Customer relations
- Data entry proficiency
- Staff training
Timeline
Appeals & Grievances Representative
United Healthcare
08.2022 - Current
Customer Service Representative (Retention Unit)
Castellana Physician Services
10.2020 - 08.2022
Customer Service
Cocina Selecta
01.2016 - 03.2018
Customer Service Agent
Link Active
04.2013 - 12.2015
Associates Degree of Nursing -
MBTI College
Associates Degree Business Administration -
EDP University