Patrick Cortez Email & Phone Number

• Interact daily with the Benefits and/or Human Resource contacts at large corporate clients and top law firms providing administration and client service support for their individual disability insurance benefits
• Coordinate annual enrollment and communication campaigns to executives of our corporate clients
• Analyze census data from our corporate clients and determine eligible executive populations for enrollment campaigns
• Handle inquiries from eligible executives about the… Show more
• Handle inquiries from eligible executives about the disability insurance being offered through our enrollments
• Team up with our IT Group to develop reports for our corporate clients Show less

• Collaborated with cross-functional teams to identify and resolve customer-related issues, resulting in improved customer experience and a 35% decrease in customer escalations
• Conducted on-boarding training sessions with clients that improved customer adoption and usage of services
• Analyzed customer data through Salesforce CRM to identify and prioritize customer needs and preferences, resulting in enhanced customer experience
• Maintained and updated CRM with accurate client data… Show more
• Maintained and updated CRM with accurate client data to facilitate proper decision making Show less

• Utilized appropriate resource materials to effectively and accurately interpret, respond and resolve client inquiries and problems
• Handled inbound and outbound customer calls/tickets per day via Zendesk and resolved customer queries with a 95% satisfaction rate
• Resolved customer complaints in a timely and professional manner, resulting in a 65% increase in customer satisfaction ratings

• Implemented organizational skills by prioritizing clients in order to reach goals and improve processes
• Analyzed client data utilizing E-Money software, helping clients to make informed decisions and achievelong-term financial success
• Developed a comprehensive financial planning strategy with the use of Life Insurance, Disability and LTC products
• Developed and maintained relationships with clients to ensure their ongoing satisfaction with services

• Provided administrative support to management, resulting in improved efficiency in daily operations
• Analyzed customer feedback surveys to identify trends and improve customer experience
• Trained and coached new customer service representatives on best practices and customer service standards

Union, New Jersey

• Provided customers with excellent service and problem-solving difficult situations
• Continually achieved consistent sales growth and service scores
• Ensured customer follow-up to increase customer satisfaction and loyalty

Paramus, New Jersey

• Collaborated with other retail staff to ensure all customer needs were met in a timely manner
• Performed cashier duties in a high-volume retail environment, processing up to 50 transactions per shift
• Demonstrated excellent customer service skills in a fast-paced retail environment

Belleville, New Jersey

• Assisted with registration, check-in, and admittance processes to ensure a seamless customer experience
• Ensured accurate collection of patient information
• Responsible for pre-registration process, collation of charts, computer data entry, insurance verification