Francia Cerrato
Michelle
La Lima,Cortes
Summary
Dynamic professional with a proven track record at Alorica Honduras / United HealthCare, enhancing customer loyalty through exceptional service and empathy. Skilled in Microsoft Office Suite and active listening, I excel in resolving complex issues, boosting satisfaction rates. Expert in leveraging product knowledge and problem-solving abilities to achieve and surpass sales goals, demonstrating a commitment to excellence and team development.
Overview
28
28
years of professional experience
Work History
Customer Service Representative - Advocate
Alorica Honduras / United HealthCare
08.2023 - Current
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Improved resolution time with effective problem-solving for customer complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Elementary Teacher
Sheridan Bilingual Schoo
08.2010 - 07.2019
- Served on school committees focused on improving instructional practices, furthering professional growth, and advancing educational initiatives.
- Promoted a positive classroom environment by establishing clear expectations and fostering strong communication between students, parents, and staff members.
- Evaluated student progress regularly through formative assessments, adjusting teaching strategies as needed for improved outcomes.
- Maintained student portfolios to monitor learning progress and completion of work required for promotion to next grade level.
- Collaborated with colleagues to develop cross-curricular lesson plans, deepening students'' understanding of multiple subjects.
- Provided individualized and diversified instruction to support student comprehension and assist with navigating challenges.
- Implemented creative classroom management techniques to maintain an orderly and focused learning environment.
- Communicated student progress, academic difficulties, or behavioral concerns to parents, guardians and administration using tact and professionalism to improve student academic performance.
- Contributed to the improvement of school-wide curriculum by participating in professional development workshops and sharing insights with colleagues.
- Prepared materials for lessons, assignments, and assessments, and evaluated, corrected and graded student performance to identify gaps in skills or knowledge and set realistic goals.
- Improved students'' reading comprehension levels by implementing interactive and engaging literacy activities.
- Increased overall student achievement by utilizing differentiated instructional methods tailored to individual learning styles.
- Helped students develop self-esteem and life skills by fostering healthy conflict-resolution, critical thinking, and communication.
- Enhanced student motivation and participation through the development of diverse, hands-on learning experiences.
- Incorporated multicultural perspectives into lesson plans, promoting diversity awareness among students.
- Worked one-on-one with students to determine strengths, weaknesses, and learning patterns.
- Supported special education inclusion efforts by adapting lessons and working closely with specialists to meet individual student needs.
- Developed strong relationships with students and their families through consistent communication and involvement in school events.
- Prepared and administered grade-specific tests and examinations regulated by school district to monitor students' growth and to report progress to parents.
- Designed and presented lesson plans in one or more academic subjects using variety of teaching techniques to appeal to various learning styles within assigned grade level.
- Taught core subjects of math, science, technology, and history.
- Maintained knowledge of school curricula, standards and policies to correctly prepare students for higher grade levels.
- Provided warm, supportive environment for developing academic, social, and emotional growth.
- Reinforced positive behavior by encouraging efforts through affirmation statements and praising accomplishments.
- Provided regular feedback to students on progress and assigned grades based on performance.
- Integrated technology and multimedia tools into lessons to enhance student learning.
- Adapted lessons to differentiate instruction and meet students' diverse learning needs and abilities.
- Assessed student progress by administering tests and evaluating results.
- Taught lessons encompassing skill-building activities in speaking, writing, reading and listening.
- Attended students' concerts, sporting events and performances to offer support and encourage extracurricular activities.
Comercial Assistant
BECAMO
08.1996 - 02.1999
- Increased customer satisfaction by providing timely and accurate product information, addressing inquiries, and resolving issues.
- Maintained office supply inventory and ordered new supplies when needed.
- Assisted in preparation of financial reports by collecting data, analyzing results, and presenting findings to senior management.
- Tracked competitor activities closely and provided valuable insights for strategic decision-making processes within the organization.
- Created, edited and forwarded spreadsheets and documents.
- Supported sales representatives by preparing accurate quotes, proposals, and presentations tailored to prospective clients'' needs.
- Designed optimized filing system for office to maximize efficiency.
- Processed purchase orders promptly, ensuring accuracy in documentation and compliance with company policies.
- Answered [Number]-line phone system and directed calls to optimize office communications.
- Streamlined order processing by coordinating with various departments to ensure timely delivery of goods.
- Organized internal meetings and events that facilitated effective communication among team members and management.
- Handled light accounting duties, enhancing financial accuracy and compliance with diligent attention to every need.
Education
Associate of Science - Medical Billing And Coding Fundamentals
BYU Path Connect
Online 05.2001 -
Associate of Arts - Education of Individuals in Elementary Special Education Programs
Universidad Pedagogica Francisco Morazan
San Pedro Sula, Honduras 05.2001 -
No Degree - Business Administration
Instituto Superior Tecnologico
San Pedro Sula, Honduras 05.2001 -
Skills
Customer Service
Active Listening
Product Knowledge
Call Management
Complaint resolution
Problem-solving abilities
Data Entry
Call center experience
Customer Relations
Data Collection
Problem Resolution
Critical Thinking
Microsoft Excel
Appointment Scheduling
Computer Proficiency
Scheduling
Information Security
Account updating
Paperwork Processing
Customer satisfaction measurement
Call Center Operations
Consultative Sales
Live chat support
Follow-up skills
Technical Support
Microsoft Outlook
Customer Education
Microsoft Office Suite
Conflict Resolution
Team Development
Client Relations
Documentation
Product and service solutions
Microsoft PowerPoint
Payment Processing
Building rapport
Coordination
Sales expertise
Quality Control
Administrative Support
Reading Comprehension
Order Processing
Quality Assurance Controls
De-Escalation Techniques
Spreadsheets
Account Management
Dispute Resolution
Professional telephone demeanor
Money handling abilities
Product Education
Prioritization
Service standard compliance
Research
Brand representation
Order Fulfillment
Staff education and training
Document Control
Staff Training
Proofreading
Shipping and Logistics
Report creation
Delivery Scheduling
Report Preparation
International sales support
Travel Planning
Report Transcription
Call triaging
Shipping procedures understanding
Timeline
Customer Service Representative - Advocate
Alorica Honduras / United HealthCare
08.2023 - Current
Elementary Teacher
Sheridan Bilingual Schoo
08.2010 - 07.2019
Associate of Science - Medical Billing And Coding Fundamentals
BYU Path Connect
05.2001 -
Associate of Arts - Education of Individuals in Elementary Special Education Programs
Universidad Pedagogica Francisco Morazan
05.2001 -
No Degree - Business Administration
Instituto Superior Tecnologico
05.2001 -
Comercial Assistant
BECAMO
08.1996 - 02.1999