Frances Blanco-Roberts
Lawrenceville
Summary
Customer service professional with proven track record of delivering high-quality support and fostering positive customer relationships. Skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Strong focus on team collaboration, adaptability to changing needs, and achieving impactful results. Known for reliability and results-driven approach.
Overview
20
20
years of professional experience
Work History
Customer Care Specialist
Assurant
05.2019 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Provided customers with detailed information on company products, services and materials.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Used exceptional communication to connect with customers, assess needs, and present solutions.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
Online Customer Service Representative/Resolution Specialists
Amazon
01.2016 - 01.2019
- Documented customer account activities thoroughly and concisely
- Consistently composed a grammatically correct, concise, and accurate written responses to customer issues
- Responded appropriately to the issues that customers present
- Assist Customer Service Representatives in resolving customer issues
- Received escalation calls when requested from customers
Medical Assistant
Perrisseia Physicians
01.2014 - 01.2015
- Administered various vaccines
- Answered phone messages and completed customer service requests
- Researched patient charts for prescription requests and/or refills
- Appropriately identified and escalated unresolved issues for patients
- Set up CBC and A1c as well as urinalysis systems
- Took vital signs and updated any medication lists
Online Customer Service Rep
1800 Flowers
01.2010 - 01.2014
- Completed transactions in real time
- Worked simultaneously with multiple software applications
- Consistently followed up on promises and commitments on a timely basis
- Appropriately identified and escalated unresolved issues
- Worked for Cheryl's Cookies as a Sales and Service Representative
Medical Assistant
Central Brooklyn Medical Group/Preferred Health Partners
01.2005 - 01.2010
- Patient Registration
- Researched medical history
- Insurance verification and authorization
- Handled switchboard
- Performed various inter-office duties
- Update Accounts Payable data-base Patient Registration
Education
Certificate - Medical Assisting
Mandl School of Allied Health
New York, NY01.2005
High School Diploma -
Saint Raymond Academy for Girls
Bronx, NY01.1992
Skills
- Payment processing
- Quality assurance
- Customer service excellence
- Inbound customer service
- Problem resolution
- Complaint handling
- Call center experience
- Data entry
- First call resolution
- Database research
- Time management
- Multitasking and organization
- Active listening
Affiliations
- American Association of Medical Assistants
- Association of Medical Technologist
Timeline
Customer Care Specialist
Assurant
05.2019 - Current
Online Customer Service Representative/Resolution Specialists
Amazon
01.2016 - 01.2019
Medical Assistant
Perrisseia Physicians
01.2014 - 01.2015
Online Customer Service Rep
1800 Flowers
01.2010 - 01.2014
Medical Assistant
Central Brooklyn Medical Group/Preferred Health Partners
01.2005 - 01.2010
Certificate - Medical Assisting
Mandl School of Allied Health
High School Diploma -
Saint Raymond Academy for Girls
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