Caterin Fana
Hazleton
Summary
Organized Call Center Agent offer 12 years of career in customer service. Committed to quickly and thoroughly answering customer questions. Experienced in training new employees on processes and procedures. Polite and professional customer service representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Overview
11
11
years of professional experience
Work History
Enrollment Broker
Maximus
Harrisburg
06.2024 - Current
- Successfully handle high client inquiries, providing clear and concise explanations of program eligibility and enrollment procedures.
- help consumers with finding a doctor that is in network with the plan they go with
- provide consumers with phone numbers to member services to have their coverage questions answered
- help consumers transfer plans to their liking
- Assisted clients with enrollment in [program name], ensuring accurate and timely application processing.
- Maintained thorough and accurate records of client applications and enrollment status.
- Resolved enrollment issues and addressed client concerns efficiently and effectively.
- Followed up with clients as needed through outbound calling.
- Collected required documentation and ensured it was filled out properly.
- Screened filing applications and change forms as needed.
CALL CENTER AGENT
Allen Healthcare Services
Queens
04.2018 - 03.2023
- Handled complaints, issues and grievances to designated departments for investigation and response
- Responded to customer requests for services and company information
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
CASHIER
Rite Aide Pharmacy
Queens
10.2015 - 11.2017
- Operated cash register for cash, check and credit card
- Complete western Union transactions
- Worked flexible schedule and extra shifts to meet business needs
- Helped customers complete purchases, locate items and join reward programs
- Restocked and organized merchandise
- Complete inventory
- Put back and organize items around the store
- Handle any customers wants and needs
CASHIER
McDonald's Restaurant
Queens
11.2013 - 06.2015
- Operated cash register for cash, credit card
- Worked flexible schedule and extra shifts to meet business needs
- Helped customers complete purchases, locate items and join reward programs
- Make and hand out orders in a timely manner
- Make sure food was prepped before rush hour
Education
High School Diploma -
Flushing High School
Flushing, NYSkills
- Customer Service
- Training
- Communication
- Problem Resolution
- Productivity
- Quality Targets
- Customer Relationships
- Interpretation and Translation Services
- Issue Resolution
- Complaint Resolution
- Data Entry
- Data Maintenance
- Problem-Solving
- Inbound Calls
- Call Center Operations
- Microsoft Office
- Work from Home
- Client enrollment
- Eligibility verification
- Documentation management
- Data entry
- Customer service
- Conflict resolution
- Effective communication
- Active listening
- Outbound calling
- Follow-up procedures
- Customer service expertise
- Excellent communication
Timeline
Enrollment Broker
Maximus
06.2024 - Current
CALL CENTER AGENT
Allen Healthcare Services
04.2018 - 03.2023
CASHIER
Rite Aide Pharmacy
10.2015 - 11.2017
CASHIER
McDonald's Restaurant
11.2013 - 06.2015
High School Diploma -
Flushing High School