Pamela Brigitte FEDORENKO
Guatemala City
Summary
Versatile and results-driven professional with a track record of enhancing customer satisfaction and streamlining operations. Excelled in claims analysis and customer service, demonstrating exceptional organizational skills and problem-solving acumen. Skilled in Microsoft Office and event planning, adept at fostering loyal client relationships and improving service delivery by leveraging analytical and interpersonal abilities. Im a fast learner person that can adapt to any job or task assigned. Energetic and enthusiastic insurance professional motivated to succeed in fast-paced and deadline-driven professional environment.
Overview
15
15
years of professional experience
Work History
HEALTH INSURANCE ADVOCATE
HUMANA
Guatemala City
01.2019 - 01.2025
- Maintained professional and sharp appearance at all times
- Help members, guide them to a better understanding of the product
- Develop rapport with clients and generate repeat business through friendly demeanor
- Provide an elevate member experience to generate loyal clientele
- Maintained constant communication between management and all other employees to provide smooth operations in an extreme high volume environment
- Delivered a highly professional, courteous and genuine personality and attitude towards customers to increase the rate of the company and recommendations.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Participated in training and mentoring of new claims adjusters, sharing knowledge and expertise.
- Analyzed information gathered by investigations and reported findings and recommendations.
- Calculated and authorized payment of claims within designated authority level.
Customer Care Representative
Doordash
Guatemala City
06.2017 - 07.2019
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Monitored customer satisfaction levels through surveys and feedback forms.
- Coordinated with various company teams to offer and implement successful solutions to customer problems.
- Directed food delivery and presentation to maintain catering operations.
- Worked in close collaboration with team members to ensure customers received high-quality service.
- Coordinated with vendors to ensure timely delivery of food, beverages, and other supplies.
- Maintained accurate records of all deliveries, including customer information and payment details.
Customer Service Representative
Telus International
Guatemala City
01.2014 - 01.2017
- Strengthened customer retention by offering discount options.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Address clients inquiries and issues, and focus on solve problems
- Answered an average of 65 calls per day on multi-line phone system
- Completed customer insight reports and input over 12,000 units of sensitive data
- Listed, diagnosed and resolved technical issues guiding users through step by step solutions
- Received a 5 star customer satisfaction rating through voice, chat and email communications
- Work for one of the best companies in Canada
Event Planner
Abby´s flowers
01.2013 - 01.2014
- Liaised between clients and company to verify contract fulfillment.
- Documented events with details in customer preferences, financial considerations and successes and failures.
- Established and maintained relationships with key stakeholders, including vendors, sponsors, and community leaders.
- Coordinated and managed vendors for events, ensuring all vendor requirements were met in a timely fashion.
- Reviewed invoices from vendors promptly upon receipt and processed payments accordingly.
- Conferred with customers to gather event requirements and explore opportunities.
- Developed and maintained event timelines, ensuring all tasks were completed on schedule.
- Chose facilities, inspected spaces and planned set up and execution to exceed client expectation.
- Developed detailed event plans and timelines to ensure successful execution of events.
- Managed social media accounts associated with company's events portfolio.
- Provided technical support during events such as audio, visual equipment setup, operation and troubleshooting.
- Coordinated plans and specific event needs with internal personnel.
- Facilitated post-event evaluations with clients and internal teams, gathering feedback to inform future event planning.
- Created floor plans, seating arrangements, and other visuals as needed for each event.
GENERAL MANAGER ASSISTANT
CTS
01.2010 - 02.2012
- Highly analytical thinking with demonstrated talent for identifying, improving complex work processes
- Greeted guests and guide them on the correct area for the meetings
- Operated cash registers, and POS service for payment with credit cards
- Answered calls, respond inquiries
- Schedule appointments
- Organized appointments with clients, and help with the service
- Proactively memorized over 55 company products and services
- Assist with summaries and administrative processes
- Help to organized the production processes and customer service office
- Order supplies and equipment needed
- Create, maintain and enter information into databases
- Built and maintained loyal, long-term customer relationships through effective account management.
- Implemented campaigns and promotions to help with developing goods and services.
Education
Bachelor of science - Nursing
College of health and human development - CSUN
01.2017
Some College (No Degree) - Medicine
Facultad De Ciencias Médicas
Universidad de San Carlos de Guatemala Bachelor of Arts and sciences - Public Relations
MacDermont School
Guatemala City11-2011
High School Diploma -
MacDermont School
01.2010
Skills
- Good professional personal presentation
- Excellent customer service skills
- Ability to work under pressure
- Good organizational and planning abilities
- Attention to details
- Good problem solving thinking
- Excellent multi-tasking skills
- Ability and knowledge on event planning and decoration
- Completed training on etiquette and manners
- Claims trend analysis
- Report writing
- Data entry
- Video Editing
- Marketing and UCG
- Computer skills: Excellent knowledge of Microsoft Office and Windows
- High level Word
- Power Point
- Excel
- Knowledge in management programming and web design
Languages
- English, 100%
- Spanish, 100%
References
- Javier Najera, Guatemalan Professional Chef, 31719520
- Javier Hernandez, Industrial Engineering, 50189003
- Fernando Aguilar, Civil Engineer, 59676018
Familyreferences
- Ileana Recinos, Mother, 30934854
- Wagner Recinos, Uncle, 42541988
- Pamela Fedorenko, Sister, 30723575
Employmentreferences
- Carlos Urquizu, Manager, Conduent, 30202958
- Juan Gaetani, Manager at Atento, 51112055
Languages
Spanish
First Language
English
Advanced (C1)
C1
Affiliations
- I love reading novel books , the different topics and scenarios is always exciting
- I enjoy swimming , is an activity that I try to do daily to maintain my physical condition
References
References available upon request.
Timeline
HEALTH INSURANCE ADVOCATE
HUMANA
01.2019 - 01.2025
Customer Care Representative
Doordash
06.2017 - 07.2019
Customer Service Representative
Telus International
01.2014 - 01.2017
Event Planner
Abby´s flowers
01.2013 - 01.2014
GENERAL MANAGER ASSISTANT
CTS
01.2010 - 02.2012
Bachelor of science - Nursing
College of health and human development - CSUN
Some College (No Degree) - Medicine
Facultad De Ciencias Médicas
Bachelor of Arts and sciences - Public Relations
MacDermont School
High School Diploma -
MacDermont School
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