Mauricio Serrano Email and Phone Number

Provide inbound support to existing Pethealth policy holders, with a strong focus on customer retention and problem solving in both English and Spanish.Provide customer support regarding Pethealth insurance products, claims and billingCustomer account maintenanceProcess information requestsExplain and resolve billing issues pertaining to account status, policy pricing, outstanding or pending charges, and creditsEffectively handle cancellation requests with the goal of encouraging customer retentionResearch, resolve and communicate resolutions regarding outstanding or declined claimsUp-sell/upgrade insurance policies and add-ons to meet customers’ specific requirementsPerform administrative after-call activity

Assist in employing an efficient, high-energy approach to store operations, management and customer serviceBalance service with costs in order to ensure high profibilityPromote guest satisfaction to ensure repeat businessCoach/schedule servers to maximum levels of performanceMonitor operations for consistency in presentation and qualityPurchase/control inventory with attention to budget guidelinesInitiated a three month in-house customer service contest for servers and bartenders toimpliment continuous improvement in service scores and profitablilityIntroduced a food/beverage seminar for servers to strengthen their knowledge of business offerings, which dramatically increased salesDirected general restaurant operations monitoring the quality of service and staffing requirements to ensure a positive dining experience for every guestInvestigated and resolved service complaints ensuring mutual customer/business satisfactionRecruited musical acts to enhance the atmosphere and increase traffic and profitability