Bilingual customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with Customer Relationship Management Relationship Systems paired with outstanding active listening and multitasking abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Internal Revenue Service ( Account Management)
Internal Revenue Service, IRS
Guaynabo, Puerto Rico
05.2022 - Current
Enhanced tax compliance by conducting thorough research and analysis of financial records.
Assisted taxpayers with understanding complex tax issues, providing clear explanations and guidance.
Served as an acting lead to others by offering guidance on complex technical issues.
Built strong relationships with taxpayers through professional communication and timely responses to inquiries.
Recognized for consistently meeting or exceeding performance metrics related to overall job effectiveness.
Reduced errors in filed returns through meticulous review and verification of taxpayer information against IRS records.
Humana Customer Service Representative
Humana INC
Trujillo Alto, PR
06.2022 - 05.2023
Responded to queries, solved or referred problems and followed up with clients to increase satisfaction.
Asked probing questions and offered solutions to resolve customer issues.
Navigated computer system to look up customer information and update policies.
Answered insurance-related questions
Pharmacy Call Center Representative
Mega Aid Pharmacy
San Juan, Puerto Rico
04.2021 - 06.2022
Answered 150 daily phone calls to resolve customer issues.
Delivered quality care to customers through close collaboration with pharmacists.
Created new customer profiles and updated demographics, allergies, and new medications in pharmacy computer systems.
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA