Irma Quintero Email and Phone Number

Managed call volume efficiently, resolving issues across communication channels while adhering to companypolicies.Demonstrated exemplary real-time customer service skills.Possessed clear written and verbal communication skills for effective message translation.Adapted willingly to changing work environments, handling shifting tasks throughout the day.Applied tech-savvy skills and collaborated effectively in cross-functional teams for seamless communication.

Contact cardholders whose accounts have been identified as having possible fraudulent transactions.Work with cardholders who have debit or credit accounts that have been identified as having possible fraudulent activity.Review suspicious activity with cardholders and determine if transactions are valid or unauthorized.Interact with cardholders through inbound calls and outbound calls.Determine if the cardholder is the actual caller or a possible fraudster trying to gain account information.

Collect, prepare, review documents for accuracy and completenessEnter and validate accurate patient demographics, physician data, tests requested, appropriate clinical information, claims and all other pertinent data found on imaged laboratory test request formsReceive faxes, triage them, and send out to the appropriate teams within Superior HealthPlanProcessing for teams including: Concurrent Review, Behavioral Health, and Medicare. Supporting intake department to streamline the intake process.

Manage large amounts of incoming callsIdentify and assess customers’ needs to achieve satisfactionBuild sustainable relationships and trust with customer accounts through open and interactive communicationProvide accurate, valid and complete information by using the right methods/toolsHandle customer complaints, provide appropriate solutions and alternatives within the time limitsKeep records of customer interactionsProviding customers options for forms of payments & programs available in order for customer to keep servicesSet up, modify, & cancel payment arrangementsCreate new accounts as necessary Set up transfers, move in’s and move out’s for customers servicesFollow communication procedures, guidelines and policiesGo the extra mile to engage customers

Professionally handle incoming client requests via phone, ensuring that issues are resolved both promptly and thoroughlyHandle all client inquires, requests and thoroughly educate them on the serviceProvide quality support in the areas of handling questions, troubleshooting, and account assistanceProvide First Call Resolution to clientsHandle a high volume of inbound telephone inquiriesProcess a variety of financial transactions for members, such as withdrawals, posting loan payments, and transfers between accountsInform members and prospective members about products and services offeredDemonstrate patience in all customer interactions, maintaining a pleasant tone and mannerDetermine membership eligibilityResearch and resolve member concernsPerform account maintenance, data entry, and account correctionsMaintain an awareness of calls waitingImplement phone center and member service requirements established by managementAttend educational events to increase professional knowledge

Diagnosing and resolving issues including internet connectivity, email, application downloads, and more Locating music, apps, and movies on various devicesBilling issuesFraud managementProduct feature inquiriesResolving username and password difficultiesTroubleshooting email, wi-fi connectivity and web browser issuesNavigating customers through various appsData back-up, sharing & synchronization troubleshootingVerifying proper hardware and software configuration and set up

• Updating Parent or drivers accounts, such as emails, phone number name confirming additional information prior to making any changes such as current email address and phone number on file as well as the pick up and drop off for their latest ride.• Collecting information from parents/drivers in regards to the technical issues having with the app, such as when and where did it occur, confirming they have access to data and wifi, including troubleshooting steps they attempted on their own Providing troubleshooting steps if necessary & submitting a ticket if the issue has not been resolved.• Submitting last minute ride requests for business-to-business accounts gather all ride information necessary such as Time, Rider's name, Complete address for pick up and drop off, and if any pick up instructions/sign in or sign out required,• Gathering information for B2B school prospects & parents calling in for more information on our services, including but not limited to the areas served sending over the information to our sales and partnership department as necessary.• Provide drivers with clarification on how to handle situations in which the rider is unresponsive depending on the Child's pick up and dropoff instructions, AM/PM protocols• Gathering information for Business-to-client parents calling in for more information on our services including areas served for business-to-client's needs, and sending via text link to download the app and link for price estimator on rides.• Provide drivers with clarification on how to handle situations for B2C accounts in which the rider is unresponsive depending on the Child's pick up and dropoff instructions, attempt to reach out to parent twice then leave a voicemail & instruct the driver to mark the child as no show and proceed to the next ride scheduled.• Submit cancellations for both B2C & B2B, either single rides and/or carpools confirming if any additional rides for outside of the day of the call need to be updated.

• Conduct retrospective & live audits for team assigned (13-20 agents)• Creating focal point presentations for assigned team providing guidance to proper procedures.• Bi-weekly meeting with team supervisor to discuss the team quality performance. Escalate agents for continuous trending performance• Bi-weekly meeting with agents discussing their action plans with identified errors & proper actions that should have been done. Weekly meeting with new hire on the job training agents to discuss identified errors & proper actions. Identifying current struggles providing additional guidance as necessary.• Assist compliance manager in developing & maintaining an effective quality assurance program applicable to contract• Assist with the development of project goals, objectives, performance indicators & monitor project achievements• Communicate effectively with all project staff to support & further quality assurance goals• Analyze & develop routine ad hoc reports on project performance & research/suggest solutions to identified issues• Conduct daily monitoring activities and audits for Quality assurance purposes & to support the effective functioning of the project• Analyze quality assurance data to identify trends & to develop & implement corrective action plans for review & approval of management• Assist with monitoring performance & meeting contractual requirements using QA system applications. Remain up to date on policies & procedures for all operations• Assist in developing new procedures & update existing procedures when changes occur• Coordinate with the training team & participate in front line staff training for the purpose of achieving & maintaining exceptional quality assurance goals• Participate in routine meeting with the program management in performance of QA calibrations• Reporting immediate HIPAA violations & attempting to prevent high profile errors during live audits • Presenting recognition awards

Monitor sign in sheet to ensure all trainees sign in for the beginning of class, breaks, and lunch. Highlighting tardies past one minute.• Assisting with classroom management- walking around periodically identifying trends• Answering questions while trainees are taking quizzes activities, role plays, etc..• Inform the trainer & supervisor of any concerns. This would include trainees who sttruggle with navigation, job fit concerns, any cell phone usage, sleeping etc.• Keep daily notations of who is late, who frequently steps out during modules, trainees who participate & ask questions.• Answering any questions the trainees may have during training is in session. (Ensuring answers are backed up by current work instructions.)• Discuss any discrepancies regarding class material with trainer during breaks & lunches• Assist with training material by providing real life examples & applications whenever asked by the trainer (being aware of time constraints).• Daily meeting with the supervisor to discuss trends and areas of opportunity•Take live calls in class to provide insight into material covered, using current work instructions for trainees to familiarize.• Assisting with administrative duties as needed such as making copies, picking up and passing out mentor/mentee feedback forms from shadowing.

Conduct debrief over various work related topics to new hires.Assist trainer in coaching and developing new hires within a classroom setting.Assist with "On the Job Training" by "floor supporting" for new hires. Answer all questions about job process and directives during this period.Assist other tenured CSR's who require improvement in a particular area as requested by their superiors.Responds to customer phone inquiries in a prompt, courteous and concise manner.• Communicate the required greeting to initiate contact with clients evaluating any special language or communication needs of the caller• Take appropriate actions & provide the clients with accurate information• Escalating overdue applications/renewals as necessary• Accesses, reads, and interprets customer's information.• Effectively question the caller for relevant information• Taking complaints in a professional manner in order to resolve the client's issue or having client's issue reviewed• Providing ways to apply, processing time frames and educating clients with general information regarding programs available• Inform clients of any additional documentation needed or requested from them to complete the application process• Search and validate the caller to verify that they are authorized to receive & discuss case information• Providing the client with website navigation and password resets as necessary• Performs accurately all data entry functions to reflect customer activity. Answers customer questions and assists in problem resolution.• Document all customer encounters in clear and concise log, and capture details of inquiries, and actions taken.• Address customer's inquiries and resolve problems to ensure that appropriate changes are made.

Respond to customer phone inquiries in a prompt, courteous and concise mannerProvide callers with unbiased information to assist customers with application and eligibility requirements for CHIP, Medicaid and Social Security BenefitsAccess, read, & interpret customer application and contentsAccurately perform all data entry functions to reflect customer activities/transactionsAnswer customer questions & assists in problem resolutionAssist customers in the enrollment process of CHIP, Medicaid, Social Security or other benefitsDocument all customer encounters in clear & concise logs

Monitors security surveillance cameras and detects criminal activity in progress• Receives and compiles information from various sources relating to police and emergency incidents• Monitors vital alarms• Monitors surveillance cameras to detect criminal activity in progress and suspicious behavior• Responding to alarm activations to maintain top security protocol• Visually and audibly monitor surveillance activity to: Deter Theft, & Increase safety• Contacting police for emergencies• Customer queries and assistance• Safety precaution awareness• Monitor for employee theft• Voice down communication with clients. Answering & Making Outbound calls in regards to the property & occurring events• Writing reports dealing with loss prevention intervention, video surveillance, etc.• Observe and document all Incident reports.• Operates Surveillance equipment to ensure accurate video documentation with regard to irregularities or deviations from normal activities in all areas of responsibility.• Remains current of all activities that threaten the security of the property.

Answering Calls Regarding statements & ComplaintsAnswers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Fulfills requests by clarifying desired information; completing transactions; forwarding requests.Maintains call center database by entering information.Manage and resolve customer complaintsUpdate existing customer informationProcess orders, issuing out statements & replacement cardsComplete call logsAnswer courteously inbound calls.Respond to customer inquiries.Provide personalized customer service by responding to the needs of the customers.Going over transactions with cardholder providing them with merchants information when available Answering questions about shipment orders & providing them with tracking numbersCompleting transactions dispute forms for transaction disputes & fraud disputesEducating cardholder on further services available to them online such being able to print out statements, reviewing their transactions & their balanceRunning security questions for verification when unable to verify the accountFollowing up with cardholder & providing information on open disputesExplaining transactions process such as paying at the pumpEducating Cardholders on purchases made via credit or debitClarifying Pre-Authorizations & Settlement Credits As Well As PreAuth ExpireProviding Information For Reopening Disputes For A Secondary ReviewSetting Up Notifications Via Phone, SMS, &/ Or Email Regarding Deposits & Changes With Terms And Conditions Associated With their CardAdding Alerts On Account When Verification Has Failed & Security Questions Were Unsuccessfully Answered Closing/Suspending/ Unsuspending CardsSubmitting Fee Reversals & Website Support Tickets For Further Review

Making outbound Calls, Calling Customers Who Were Overdue On Their Payments Accounts Greeting Current CustomersVerifying IdentityUpdating Customer's Account Information Such As Phone Numbers,Notating Accounts On Each Call MadeTransferring Calls To Correct Department

Answers inquiries by clarifying desired information; researching, locating, and providing information. Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.Fulfills requests by clarifying desired information; completing transactions; forwarding requests.Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.Maintains call center database by entering information.Manage and resolve customer complaintsUpdate existing customer informationProcess orders, forms and applicationsComplete call logsAnswer courteously inbound calls.Respond to customer inquiries.Generate customer interest in the services or products offered by the company.Provide personalized customer service by responding to the needs of the customers.

Check with customers to ensure that they are enjoying their meals and take action to correctany problems.Collect payments from customers.Write patrons' food orders on order slips, memorize orders, or enter orders into computers for transmittal to kitchen staff.Prepare checks that itemize and total meal costs and sales taxes.Take orders from patrons for food or beverages.Serve food or beverages to patrons, and prepare or serve specialty dishes at tables as required.Present menus to patrons and answer questions about menu items, makingrecommendations upon request.Clean tables or counters after patrons have finished dining.Prepare hot, cold, and mixed drinks for patrons, and chill bottles of wine.Roll silverware, set up food stations or set up dining areas to prepare for the next shift or for large parties. Stock service areas with supplies such as coffee, food, tableware, and linens.Remove dishes and glasses from tables or counters, take them to kitchen for cleaning.Assist host or hostess by answering phones to take reservations or to- go orders, and by greeting, seating, and thanking guests.Perform cleaning duties, such as sweeping and mopping floors, vacuuming carpet, tidying up server station, taking out trash, or checking and cleaning bathroom.Perform food preparation duties such as preparing salads, appetizers, and cold dishes,positioning desserts, and brewing coffee.Escort customers to their tables.Fill salt, pepper, sugar, cream, condiment, and napkin containers.