Maria Isabel Batista
Charlotte
Summary
Accomplished Sr. Consultant at Progressive, adept in customer service and policy compliance, I excel in enhancing service quality and operational efficiency. Leveraging analytical thinking and effective communication, I've significantly improved customer satisfaction. My experience spans quality assurance and fraud resolution, demonstrating a strong teamwork mindset and a commitment to organizational development.
Overview
8
8
years of professional experience
Work History
Sr. Consultant-Services Seguro
Progressive
Mint Hill
07.2023 - Current
- Service consultants educate customers about coverage options, quote policies, sell additional products, and build relationships with customers.
- Provided excellent customer service to customers by answering inquiries and resolving complaints.
- Updated system with order specifics and customer details, preferences, and billing information.
- Adhered to company policies while providing excellent customer service.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Utilized problem solving skills to resolve customer issues quickly and effectively.
- Ensured compliance with company policies and procedures when dealing with customers.
Patient Attendant
Carolina Asthma and Allergy Center
07.2022 - 07.2023
- Answers all incoming patient and provider calls in a timely, professional, accurate, and efficient manner, in accordance with company and government guidelines, and handles them accordingly.
- Uses the EPM system within the NextGen system to match physician and clinician availability with patients' preferences in terms of date, time, and location.
- Provides patients with accurate, helpful information and guidance regarding allergy and asthma procedures.
- Communicates and provides feedback as needed to the Supervisor about any patient concerns or issues related to scheduling and system problems.
- Uses customer service principles and techniques to deal with patients calmly and pleasantly.
- Contacts referred patients directly to schedule appointments based on patient and physician preferences.
- Ensures that updates (e.g., cancellations or additions) are input daily into physicians' schedules.
Quality Assurance Specialist
Super Sod
02.2021 - 07.2022
- Provides an analysis of team members' calls by identifying opportunities to improve our call quality, and additional training.
- Collaborated with cross-functional teams across the organization to ensure adherence to quality objectives.
- Calibrates with the team leaders on scoring and ongoing performance management efforts.
- Reports defects to programmers while identifying and recommending solutions, improvements, and updates whenever a product does not perform within specifications.
- Prepares and analyzes internal and external quality reports for management staff review.
- Updated and maintained the Quality Management System documentation to reflect current practices and regulatory changes.
Sr. Bilingual Fraud Representative
Synchrony Bank
07.2017 - 02.2021
- Managed a wide range of telephone inquiries from Synchrony Customers
- Reviewed, researched, and communicated with internal and external customers on inquiries, concerns, and complaints
- Resolved escalated calls by identifying the root of the problem, listening to the customer's needs, showing empathy, and providing information alongside solutions to help the customer better understand our processes
- Research to determine appropriate resolution steps as per SOP/ policies/parameters using Synchrony Financial systems; maintain customer records in accordance with policies and procedures
- Maintain an effective follow-up process to ensure the completion of commitments to customers
- Provide the customer with product and service information; recognize, document, and alert the supervisor of trends in customer calls; and also recommend process improvements
Education
Bachelor of Arts - Criminal Justice
University of North Carolina At Greensboro
Greensboro, NC01.2017
Skills
- Customer service
- Policy compliance
- Quality assurance
- Call management
- Data entry
- Cross-functional collaboration
- Time management
- Conflict resolution
- Effective communication
- Analytical thinking
- Training and development
- Problem solving
- Teamwork mindset
- Flexibility
- Organizational development
- Data-driven decision making
Languages
Spanish
Native/ Bilingual
Timeline
Sr. Consultant-Services Seguro
Progressive
07.2023 - Current
Patient Attendant
Carolina Asthma and Allergy Center
07.2022 - 07.2023
Quality Assurance Specialist
Super Sod
02.2021 - 07.2022
Sr. Bilingual Fraud Representative
Synchrony Bank
07.2017 - 02.2021
Bachelor of Arts - Criminal Justice
University of North Carolina At Greensboro
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