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NATHANIEL BETANCOURTWORK EXPERIENCECandidate's Name  2023  April 2024Customer Service RepresentativeFielded high volume calls where we worked with Medical Insurance Companies like United Health Care, Humana, WellCare, etc. Calls had to do with Medicaid and Medicare Benefits given to the members by the health plan. Inquired regarding member benefits each year (to buy healthy foods, Over-the-Counter Medicine, or even pay their Utility Bills), handles calls in English/Spanish. Followed call scripts.AMA Consulting September 2021  September 2023Customer Service Representative/Team LeadStarted out as a Service Ambassador for 3 months and then I got promoted to be a Team Lead. As a Team Lead I have learned how to Assist with hiring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products, Review and resolve escalation issues, Answer CSR questions regarding best practices or difficult calls, Identify operational issues and suggesting possible improvements, I worked with other supervisors and management team members to support the company and maximize customer satisfaction, plan, monitor, and appraise job results, assisted in conduct training, implement and enforce systems, policies, and procedures, I have also learned how to approach problems pro-actively and be solution focused, demonstrated the ability to be flexible in response to job demands to meet work needs, as well as the ability to work well under stressful conditions to an extent, Demonstrated excellence in communication in the English language, both written and spoken, excellent verbal and written communication skills, excellent interpersonal and customer service skills, excellent organizational skills and attention to detail, excellent time management skills with a proven ability to meet deadlines, strong analytical and problem-solving skills, Strong leadership skills.EDUCATIONColumbia High School, Lake City, FLHigh School DiplomaSKILLSBilingual - Spanish/EnglishAdaptabilityCustomer ServiceTranslating/InterpretingComputer skillsCommunicationLeadershipCall Center Scripts