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Professional Summary
Friendly Customer Service Representative with 8 years of dedicated customer service experience. Dedicated to exceeding goals through effective communication skills and abilities.
Accomplishments
Collaborated with team of in the development of project with reimbursement
Documented and resolved escalated call and complains in a period of time .
Used Microsoft Excel to develop good service and have a record of the deficiencies in any department .
Resolved product issue through consumer testing.
Skills
Excellent Adherence
Strong Mindset Actitud
Multi-line phone talent
Excellent work ethic
Retention strategies
Customer Relations
Good listening skills
CRM
Creative problem solving
Professional telephone demeanor
Complaint resolution
Credit card processing
Conflict Resolution
Telephone etiquette
Work History
04/2004 to 10/2005Medical RepresentativeViatris Inc. | Vega Baja, PR,
Inbound and outbound calls to patient
Responsible for all functions of Appointments and scheduling,
Telephone messaging, updating important patient information
Coordination and delivery of quality customer service patient and families, experience working with diversity
Claims, billing , translation of different documents in Spanish to English , and translate patient information to healthcare staff
Answered customer telephone calls promptly to avoid on-hold wait times.
Safeguarded medical records and patient data in accordance with HIPAA protocols.
Reviewed medical records for completeness and filed records in alphabetic and numeric order.
Received and routed medical records.
Supported department with special projects .
Organized, sorted and checked , input data against original documents.
Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
05/2016 to 11/2020Customer Service SpecialistPorch.Com | Los Angeles, CA,
Senior Agent
Handle inbound and outbound calls
Fallow up on customer feedback
Handled Escalated calls
Described and explained details about Products and Services options to inform customers and guide purchasing decisions.
Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
Maintained financial accounts by processing customer adjustments.
Conferred with customers about concerns with products or services to resolve problems and drive sales.
Collaborated with shipping department staff to facilitate smooth returns to correct vendors.
Preserved revenue streams by utilizing strong communication and negotiation skills, offering refunds as last resort to maintain customer satisfaction.
Educated customers on promotions to enhance sales.
Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Answered average of calls, emails per day, addressing customer inquiries, solving problems and providing product information.
Handled over calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
Collected customer feedback and made process changes to exceed customer satisfaction goals
Expert in Diversity , Manage Latin America and Central America customers calls
Recorded product or service failure complaints and notified appropriate departments.
Reinforced established quality control standards and followed procedures for optimal customer interactions.
Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Helping customers to set up and work with company software , apple , tables, sansum etc.
06/2003 to 12/2004Medical Office ReceptionistEnvision Healthcare | Edmonds, WA,
Answer phone calls, and scheduling appointment
Knowledge and experience in a clinic setting,
Records all demographic information necessary to contact patient and billing insurance carrier for services provide,
Respond to general information questions concerning the clinic and providers.
Organized paperwork such as charts and reports for office and patient needs.
Completed skilled administrative work to support all office staff and operational requirements.
Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
Education
Expected in Associate of Science | Health Care AdministrationUniversity Of Phoenix (unfinished), Utah, GPA:
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