NANCY VALLADARES
San Diego
Summary
Experienced customer service representative with 10 years of sales and customer service experience, including 3 years of remote work. Recognized for strong problem-solving skills and improving customer satisfaction. Bilingual professional dedicated to achieving company objectives through consistent practices. Excels in adapting to new challenges, thriving under pressure, and committed to enhancing the organizational brand.
Overview
10
10
years of professional experience
Work History
Medicare Advocate and Customer Care Representative
Quote Velocity
01.2022 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
- Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
- Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
- Reduced call handling time with efficient problem-solving skills and comprehensive knowledge of Medicare policies and procedures.
- Helped eligible low-income seniors access financial assistance programs that reduce out-of-pocket healthcare expenses associated with Medicare plans.
- Developed a deep understanding of various Medicare plans and regulations to provide expert advice to clients in need of guidance.
- Enhanced customer retention rates by proactively addressing any issues or concerns regarding their Medicare plans.
- Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
- Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
- Supported department goals by consistently meeting or exceeding established metrics related to call quality, timeliness, and accuracy.
- Established trust among customers by demonstrating empathy during challenging situations, providing reassurance, and offering expert guidance on available resources.
- Contributed to team success by sharing best practices and collaborating on process improvements for better service delivery.
- Trained new hires on company protocols, software usage, and effective communication techniques to ensure their success in the role.
- Ensured compliance with all applicable laws and regulations, staying up to date with changes in policy and reporting requirements.
- Proactively identified potential fraud or abuse cases by vigilantly monitoring account activity and reporting suspicious behavior.
- Delivered prompt service to prioritize customer needs.
- Upheld strict confidentiality standards while managing sensitive beneficiary information during interactions and data entry tasks.
Covid Appointment & Data Entry
Street Level Campaigns
07.2021 - 12.2021
- Addressed customer inquiries regarding products, services, and company details.
- Contributed to public health safety initiatives by efficiently managing and updating critical information on vaccination rates and distribution efforts.
- Contributed to improved public health response by diligently tracking and reporting COVID-19 cases within the community.
- Reduced data discrepancies through thorough verification, validation, and correction of entered information.
- Maintained patient confidentiality and adhered to strict HIPAA regulations while managing sensitive health records.
- Collaborated with cross-functional teams to ensure seamless communication and synchronization of data across systems.
- Entered data into appropriate fields, databases, records, and files.
- Supported the creation of accurate and timely reports by entering, analyzing, and auditing COVID-19 data as per project requirements.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Performed various administrative tasks by filing, copying and faxing documents.
Customer Service Representative
Guess?
09.2020 - 07.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. Responded to customer requests for products, services and company information. Collected customer feedback and made process changes to exceed customer satisfaction goals. Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes. Regularly exceeded daily sales and product add-on quotas. Provided information regarding charge accounts and loyalty programs. Offered advice and assistance to customers, paying attention to special needs or wants. Cultivated customer loyalty, promoted repeat customers and improved sales. Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Provided exceptional customer service by addressing concerns and resolving any discrepancies in a timely manner.
- Provided exceptional customer service, resolving queries and concerns with empathy and professionalism.
- Built strong relationships with customers through personalized service, enhancing client loyalty and repeat business.
- Contributed to overall business growth by providing reliable service that led to repeat customers and referrals for new projects.
- Delivered exceptional customer service for attendees, addressing their needs and resolving issues promptly.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
Senior Agent Sales Representative
Reliant Energy Call Center
03.2015 - 07.2019
- Upsold warranties and complementary products to customers through persuasive marketing techniques. Developed exceptional interpersonal, speaking and listening skills from talking with both customers and upper management. Increased profitability and built sales pipeline by leveraging multiple marketing channels and sales techniques. Reached out to prospective leads through cold calling, applying variety of established selling methods. Identified customer needs by asking appropriate, open-ended questions.
- Provided exceptional customer service by addressing client inquiries promptly and professionally.
- Exceeded monthly sales targets by delivering effective presentations and negotiating favorable contract terms.
- Demonstrated expertise in the energy market, allowing clients to make informed decisions based on accurate and reliable information.
- Enhanced performance through ongoing education and professional development opportunities related to energy products and services.
- Implemented innovative sales strategies for reaching new markets, expanding the company''s customer base.
- Developed strong relationships with customers, resulting in long-term contracts and repeat business.
- Negotiated contracts with clients, ensuring mutually beneficial terms for both parties.
- Increased energy sales by conducting market research and identifying potential clients.
- Supported fellow team members in refining their sales techniques, fostering a collaborative environment focused on success.
- Generated new business opportunities by attending industry events, networking with key decision-makers, and exploring potential partnerships.
- Navigated complex regulatory requirements during negotiations while advocating for both the company's interests and those of our clients.
- Promoted high level of customer satisfaction using strong relationship-building skills, consistent follow-up and prompt issue resolution.
- Prepared pricing agreements and contracts to close sales.
- Used consultative sales approach to understand and meet customer needs.
- Assisted clients throughout sales process and provided after-sales support to assess satisfaction and resolve problems.
Education
High School Diploma - Accounting And Finance
Cecytej Jalisco
Guadalajara Jalisco Mexico07.2019
Skills
- Customer Acquisition Strategies
- Phone-Based Research
- Continuous Improvement
- Performance Marketing
- Outbound And Inbound Calls
- Complaint Resolution
- Documentation
- Appointment scheduling
- Product and Service Knowledge
- Cold Calling
- Scripted Calls
- Customer service expertise
- Networking and relationship building
- Time management
- Multitasking Abilities
- Calm and professional under pressure
- Reliability
- Excellent communication
- Understanding customer needs
- Customer service excellence
- Active listening
- Adaptability and flexibility
- Self motivation
- Product knowledge
LANGUAGES
English
Spanish
Work Type
Part TimeWork Location
RemoteHybridTimeline
Medicare Advocate and Customer Care Representative
Quote Velocity
01.2022 - Current
Covid Appointment & Data Entry
Street Level Campaigns
07.2021 - 12.2021
Customer Service Representative
Guess?
09.2020 - 07.2021
Senior Agent Sales Representative
Reliant Energy Call Center
03.2015 - 07.2019
High School Diploma - Accounting And Finance
Cecytej Jalisco
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