Elise Hernandez
Great Falls
Summary
Knowledgeable and dedicated customer service professional with extensive 15 year experience in call center industry. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Currently located in Montana but will be moving to Arizona.
Overview
15
15
years of professional experience
Work History
Customer Advocate Specialist II
Blue Cross And Blue Shield
04.2014 - Current
- Responsible for analyzing, resolving, expediting, and coordinating the processing of telephone and written inquiries.
- Providing job and unit specific coaching for customer service advocates, processors and/or examiners.
- 10 years customer service experience in a health care or insurance environment
- Knowledge of customer issue protocols and ability to coach lower level Customer Advocates.
- Experience handling escalated customer issues from lower level Customer Advocates.
- Clear and concise verbal and written communication skills.
- Interpersonal and analytical skills.
- Data entry and/or typing experience.
- Handled sensitive customer information with discretion while adhering to strict data privacy regulations.
Customer Care Representative
NEW/ASURION
07.2009 - 04.2014
- File claims for Insurance Agency for Best Buy, Walmart and Sam’s Club
- Provided troubleshooting for customers on home appliance and electronics
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
Education
Bachelor of Science - Correctional Program Support Services
University of Phoenix
Phoenix, AZ05.2024
Skills
- Call center experience
- Complaint Handling
- Teamwork and Collaboration
- Customer Service
- Problem-solving skills
- Time Management
- Attention to Detail
- Multitasking
- Reliability
- Excellent Communication
- Computer Skills
- Active Listening
- Phone Etiquette
- Microsoft Office
- Interpersonal Skills
- Analytical Thinking
- Conflict Resolution
- De-Escalation Techniques
- Medical terminology knowledge
- Professional Demeanor
- Employee Coaching
Timeline
Customer Advocate Specialist II
Blue Cross And Blue Shield
04.2014 - Current
Customer Care Representative
NEW/ASURION
07.2009 - 04.2014
Bachelor of Science - Correctional Program Support Services
University of Phoenix
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