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 • 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 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 • 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 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