Maria Antonette Reynoso

• Achieved daily call quotas by diligently managing time and prioritizing tasks for maximum efficiency.
• Sourced and pre-qualified leads and identified new business opportunities by dialing average of 80 daily outbound calls to build partnerships and achieve sales quota.
• Collaborated with the sales team to refine cold calling strategies, leading to more productive conversations with prospects.
• Increased client interest by consistently delivering persuasive cold call scripts tailored to individual prospects.
• Maintained detailed records of calls, outcomes, and follow-up actions for accurate reporting and analysis purposes.
• Stayed up-to-date on industry trends and competitor activities, ensuring well-informed discussions with potential clients.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
• Managed conflict resolution among team members, fostering a positive and collaborative work environment.
• Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
• Coordinated resources effectively to meet project deadlines and achieve desired results.
• Assisted in recruitment to build team of top performers.

I worked as a Customer Service Representative for UHG for over a year where I handled Inbound and Outbound calls to assist members with their concers such as monthly premium payments , data change and update , finding and scheduling a visit with a provider . My responsibilities also include HIPAA Verification ensuring accurate data , informed with their benefits and online access of account.

A feedback from members were also gathered through a survey every after end of a call to ensure quality customer service.

• Handled difficult situations calmly, maintaining professionalism at all times.
• Managed high call volumes with exceptional time management and multitasking skills.
• Improved customer satisfaction by promptly addressing inquiries and resolving issues.
• Mastered various CRM software systems for effective tracking of client communications.
• Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
• Maximized customer retention by providing personalized assistance and tailored recommendations.

• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Take inbound and outbound calls to assist members.
• Handled Customer premium billing , data change , explaining of their coverage , and handling their prescription drug plan.
• Ordering medications for the members.
• Assigning providers for our members.