Summary
Overview
Work History
Education
Skills
Timeline
Receptionist

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

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

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