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Rafaela
Customer Service & Quality Assurance with 20 years in support industry
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Competencies
Performed auditing and coaching to ensure service quality and compliance in customer support.
Provided bilingual support and conflict resolution, enhancing customer satisfaction and retention.
Handled customer inquiries related to dental insurance, travel, and telecommunications with professionalism.
Supported telecommunications inquiries in a customer support role at Tracfone.
Collaborated with training teams to develop onboarding and support programs for onboarding.
Education
Languages
Summary
Experienced in quality assurance, bilingual support, and customer service across healthcare, travel, and telecom sectors, with a focus on compliance and customer satisfaction.
Key Achievements
- Audited customer interactions at Foundever to ensure compliance with service standards, including healthcare and hospitality protocols.
- Provided bilingual support for dental insurance and travel clients, maintaining top-tier performance metrics.
- Partnered with training teams to develop onboarding programs tailored to healthcare and hospitality sectors.
Experience
Quality Analyst
Audited customer interactions to ensure compliance with service standards and regulatory guidelines, including HIPAA-related protocols in healthcare support., Delivered coaching and feedback to agents handling dental insurance claims and hotel guest services., Partnered with training teams to...
Customer Service Representative
Provided bilingual support (Spanish/English) for clients in the dental insurance and travel sectors., Assisted with claims processing, appointment scheduling, and benefit explanations for dental plans., Handled hotel reservations, special requests, and conflict resolution with professionalism and...
Customer Support Specialist
Detailed oriented Customer Support Specialist in telecommunications inquiries.