A
Andrea Saavedra
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Member Flow Coordinator - Customer Support & Success Specailist
Fort Lauderdale, Florida, United States
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Full-time jobs
Résumé
Jobs
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Care NavigatorBrightside HealthMar 2024 - Current (2 years 7 months)- Member Support RepresentativeBrightside HealthJun 2023 - Mar 2024 (10 months)-Support day-to-day member support issues including taking phone calls and responding to emails -Solve routine and complex issues; escalating member issues to the appropriate teams -Answer incoming questions from current members promptly and thoroughly -Display active listening and patience to all existing and potential customers -Interact effectively with various teams to provide assistance and information -Perform additional duties as required
- Customer Success Specialist - Tier 2Spectora Home Inspection SoftwareApr 2022 - Mar 2023 (1 year)-Answering usage questions via online chat and occasional phone -Maintaining high quality while working in an extremely fast-paced chat environment -Troubleshooting highly technical issues via online chat, screen share videos, gifs, screenshots and phone calls -“Deep diving” into issues that need extra attention -Above and beyond customer support. -Working in a small team, relying on each other to manage our time effectively and be productive without needing much direction. -Document software bugs in our issue tracker - making sure to provide as much detail as possible to the developers -Testing and recreating issues reported to better assist our developers in getting to the root of an issue -Being the "voice of the customer" in our meeting
- Customer ConsultantKnockOct 2021 - Mar 2022 (6 months)- Made outbound calls to qualified potential customers who had requested to know more about the Home Swap and Knock Go programs - Balanced educating the customer and being informative with identifying their homeownership needs to ensure they were a good fit for the programs - Became a subject matter expert who was able to overcome objections, clearly communicate the benefits of the program, and ensure the customer knew the next steps. - Detail-oriented: keeping excellent records of calls made and details on potential customers. - Worked autonomously, continuously learning, and adhered to meeting schedules/times and prioritized accordingly. - Continually learned, grew, and expanded my knowledge, while also supporting others learning experien
- Customer Success SpecialistKnockFeb 2021 - Oct 2021 (9 months)-First point of inbound contact with real estate agents & customers via phone, chat, email, text, in app chat -Educate real estate agents and customers on the Knock Home Swap™ value proposition, diving into detail on how it works, and sharing my subject matter expertise. -Answer & resolve homeowner and real estate agent questions regarding Knock’s programs and overcome their objectives, and/or route them to the appropriate point of contact. -Troubleshoot & provide technical assistance for our apps and other products, communicating internally and providing follow up with the client. -Work all channels within specified SLA’s while maintaining a positive customer experience. -Work autonomously, continuously learning, and adhere to meeting sche
- Brand Ambassador and Chat Champion (BEAUTYCOUNTER)VIPdesk ConnectApr 2019 - Feb 2021 (1 year 11 months)Provide phone, email, and chat support via Zendesk to Beautycounter clients, members, and consultants. Able to solve 10+ emails per hour. Experience in chat support. Successful in handling a high call volume answering up to 50+ calls daily. Assist with returns, replacements, refunds, order tracking, and order placing. Provide technical assistance with website or app issues. Escalate to appropriate department as needed. Work in a remote environment and communicate with Senior Lead and team members through Microsoft Teams. Experience in deescalating difficult callers. Attend monthly trainings and weekly meetings with Senior Lead via Microsoft Teams utilizing video chat. Daily reviews of emails, updates, and communications to stay up to date i
- Bilingual Pharmacy Help Desk RepresentativePrime TherapeuticsSep 2018 - Mar 2019 (7 months)Provided phone support to pharmacists, doctor’s office, and members assisting with claims processing issues, prior authorization requests, coverage determinations, appeals, grievances, benefits information, and other tasks related to customer service. Served as a bilingual agent providing assistance to Spanish callers.
- Bilingual Customer Service RepresentativeUnumJun 2017 - Apr 2018 (11 months)Provided phone support to Unum policy holders and providers in a high-volume, call center environment. Assisted with benefit coverage information and claims status for short and long term disability claims. Answered 60+ inbound calls daily in a timely manner. Adhered to strict metrics guidelines. Maintained high quality call standards. Effectively navigated between several systems and applications. Submitted detailed documentation on every call. Acted as a liaison between Disability Benefits Specialist and claimant. Served as an in-house interpreter for Spanish-speaking policy holders. Show less
- Customer Service RepresentativeChewyMar 2017 - May 2017 (3 months)Provided phone and chat support to Chewy customers in a high-volume, fast-paced, call center environment. Assisted with order processing, product information and suggestions, refunds, replacements, and issues with orders. Escalated complex issues to appropriate departments as needed. Documented calls with personalized information about the customer in order to enhance the customer contact experience. Built meaningful relationships with the customers sending out personalized hand-written cards, greetings, and gifts. Show less
- Customer Service Representative (SKULLCANDY)VIPdesk ConnectSep 2016 - Jan 2017 (5 months)Assisted Skullcandy customers via phone and email processing orders, refunds, and replacements through Salesforce and Zendesk. Offered product information and made suggestions to assist the customer in the purchasing process. Navigated successfully between many systems and applications. Provided troubleshooting and technical support related to Bluetooth connectivity issues. Worked in a remote environment. Seasonal work.
- Email Customer Service RepresentativeZeroChaosJun 2014 - Aug 2015 (1 year 3 months)Provided email support to Uber driver partners via Zendesk. Responded to 80+ tickets on a daily basis. Utilized excellent written communication skills. Assisted with the onboarding process, verifying vehicle information, approving driver documents, and activating driver accounts. Helped with fare adjustments, complaints about riders, and technical issues with the Uber application. Formed part of a team of 4 representatives that translated 1,000 Macros responses from English to Spanish. Worked in a remote environment. Show less
- Order Entry ClerkNTISep 2013 - Feb 2014 (6 months)Handled a high level of inbound calls from taxpayers needing assistance ordering IRS forms and publications. Entered customer data into the system. Escalated complex tax filing questions to the appropriate departments. Worked in a remote environment. Seasonal work.
- Member Services RepresentativeUnitedHealth GroupSep 2008 - Jun 2013 (4 years 10 months)Provided phone support to United Healthcare members and providers in a high-volume, metrics-driven, call center environment. Entered detailed documentation on every call. Assisted member with coverage and benefits details. Provided in-depth information to providers about medical claims, as many as up to 50 claims on one call. Utilized knowledge of medical terminology and billing and coding terms to interpret medical claims and assist providers effectively. Acquired strong knowledge of Medicare and Medicaid guidelines through company trainings. Identified grievances and provided a thorough investigation of the issue, escalating as needed. Adhered to strict HIPAA guidelines and maintained customer and provider confidentiality. Served as a bil
- PCustomer Service RepresentativePRC, LLCAug 2006 - May 2008 (1 year 10 months)Effectively handled high volume of inbound calls from AARP members, as much as 100 calls a day in a fast-paced, scripted, and metrics-driven environment. Assisted with information about magazine subscriptions, updated accounts, helped with billing, provided information about senior discounts, and answered questions and concerns about articles.
Education
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- bachelor, Bachelor's degree, Business Administration and Management, GeneralAmerican InterContinental University
- Associate's degree, Business Administration and Management, GeneralCity College