Summary
Overview
Work History
Education
Skills
Timeline
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Stephanie Cervantes

Darien

Summary

Experienced in leadership, customer service, and organizational abilities to excel in a dynamic role. Thrives in collaborative team environments and as an individual contributor. Combines expertise to drive success and achieve goals.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Kemper Insurance
02.2025 - Current
  • 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.
  • Responded to customer requests for products, services, and company information.
  • 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.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Receptionist/ Office Assistant

Chang Dental Center
11.2022 - 01.2025
  • Welcomed and processed check-ins/check-outs for patients, and guests, ensuring a good experience
  • Managed incoming calls and messages, acting as the first point of contact for inquiries
  • Coordinated the scheduling of patients' appointments
  • Handled financial transactions, including cash handling and managing deliveries
  • Verify insurance coverage and benefits to ensure proper billing and patient awareness
  • Follow up with insurance companies to process claims
  • Produced copies and digitized documents, maintaining an organized filling system
  • Addressed and resolved concerns raised by guests
  • Monitored and maintained records for guests, ensuring data accuracy and privacy compliance
  • Provided support to healthcare professionals
  • Maintained cleanliness and sanitation in treatment rooms post services
  • Conducted outreach to patients for appointment confirmations

Dental Assistant

Brookfield Smiles
07.2019 - 08.2021

Receptionist

Villa at Palos Heights Nursing Home
03.2015 - 10.2015

Education

Diploma -

Latino Youth High School
08.2021

Skills

  • Customer Service
  • Communication
  • Bilingual in English and Spanish
  • Active listening
  • Data entry
  • Problem resolution
  • Relationship building
  • Call center experience
  • Computer proficiency
  • Microsoft Excel
  • Payment processing
  • Professional telephone demeanor
  • Microsoft outlook
  • Scheduling
  • Paperwork processing
  • Appointment scheduling
  • Account updating

Timeline

Customer Service Representative

Kemper Insurance
02.2025 - Current

Receptionist/ Office Assistant

Chang Dental Center
11.2022 - 01.2025

Dental Assistant

Brookfield Smiles
07.2019 - 08.2021

Receptionist

Villa at Palos Heights Nursing Home
03.2015 - 10.2015

Diploma -

Latino Youth High School

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Stephanie Cervantes