JOANA CATIBAY

Commercial lines

• Email management: Managed inboxes and filtered correspondence to ensure timely responses.
• Phone call management: Directed inquiries and recorded messages to streamline communication.
• Phone call management: Screened calls, scheduled appointments, and recorded detailed messages.
• Data entry: Updated spreadsheets and maintained databases with accuracy.
• Document preparation: Edited reports and correspondence for clarity and accuracy.

Managed personal lines accounts to enhance customer relationships.

• Research: Conducted online research and gathered relevant information.
• Database organization: Maintained structured systems to improve information accessibility.

Personal Lines

• Managed multiple priorities effectively under tight deadlines while remaining detail-oriented throughout each task.
• Data entry: Updated spreadsheets and maintained databases with accuracy.

• Handles inbound and outbound calls from/to healthcare providers related to healthcare services, insurance approval, and verifies the status of Physicians medical request for the Insured's account.
• Entered, updated, and maintained patient healthcare provider information in databases, ensuring accuracy and confidentiality.
• 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.

• Engaged potential clients through outbound calls and secured appointments while communicating products and services.
• Delivered exceptional customer service via phone, email, and chat, ensuring customer satisfaction.
• Handled customer inquiries and provided solutions promptly to resolve issues efficiently.

• Resolved customer complaints with empathy, enhancing loyalty and fostering repeat business.
• Increased client satisfaction through prompt response to inquiries and resolution of issues.
• Contributed to a positive work environment with excellent interpersonal skills and an ability to resolve conflicts effectively when necessary.
• Coordinated meetings and events, ensuring seamless communication between departments and stakeholders.

• Supported call-in customers with inquiries and order processing, enhancing customer satisfaction.
• Increased sales revenue through development and execution of targeted marketing strategies.
• Enhanced social media presence by creating engaging content that resonated with target audiences, resulting in follower growth and improved brand recognition.

• Employed active listening and cultural sensitivity to deliver precise interpretations, ensuring clear communication.
• Preserved message content, tone, and emotion to maintain context and intent during interpretations.
• Facilitated effective communication between clients and non-English speakers through real-time accurate translations.