Seeking a position in a company where my leadership experiences add value, and will utilize my skills, thereby contributing to the company's success, as well as a long term career. More than four years of customer service and sales experience More than three years of working in call center environment Leadership and supervisory experience in a work setting Teamwork and goal oriented Outstanding verbal and written communication skills Proficient in MS office software packages Diligent in completing assigned tasks simultaneously Strong customer rapport and able to build lasting relationships
Provider Customer Service Representative October 2015 to CurrentUnited Health Care － Sugar Land, TX
Answer incoming phone calls from health care providers (i.e.
physician offices, clinics) and identify the type of assistance the provider needs (i.e.
benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs) Focus on resolving issues on the first call, navigate through the appropriate computer system(s) to identify the current status of the issue and provide appropriate response to caller Deliver all information and questions in a positive, conversational and compassionate manner to facilitate developing a relationship with the provider, while providing the best customer service experience possible Complete the documentation necessary to track provider issues and facilitate the reporting of overall trends Meet the performance goals established for the position in the areas of: efficiency, call quality, provider satisfaction, first call resolution and attendance.
Telephone Banker, Senior Service Online Specialist June 2013 to CurrentJP Morgan Chase Contact Center － Houston, TX
Answer and respond to customer calls promptly and professionally Resolve escalated calls and complex issues/concerns related to upset/irate customers Assisting fellow colleagues with questions, skills, and guidance when speaking with customers Assist customers with questions/and or concerns regarding chases online website and features Assist customers with balances, transfers, wires, claims, credit card payments, online bill pay etc Provide accurate information for customers within timely matter Connect and reroute customer calls to appropriate departments when necessary Owning customer issues from start to finish while rapidly working towards a solution Engage in building customer rapport and lasting relationships with customers.
Patient Intake Coordinator July 2011 to December 2012Beloved Home Health Agency － Houston, TX
Verify insurance on patient's eligibility and benefits Request authorization and payments for home health visits File all reports and update the system with relevant information Create and manage patient census Schedule and arrange nurses' visits for patients Follow up with MD's to insure patients orders are signed/dated and faxed back Contact patient's and inform them of upcoming skilled nursing and therapy visits Organize and review patient's files based on frequency and persistence Order patient's supplies needed for wound care and nursing needs Fax transfers and or discharge summaries to patient MD's and insurance companies.
Sales Associate March 2011 to July 2012Macy's － Sugar Land, TX
Assist customers to select merchandise based on their preferences and needs Answer customer questions or concerns pertaining to merchandise and the store Sorting merchandise and maintaining a neat and organized shopping environment Maintain cash register and perform tasks like depositing and counting money Calculate the sales prices of purchased items & process credit/ cash payments Provide suggestions to the store manager about merchandise display in order to promote sales.
Data Entry Representative March 2011 to May 2011Pre- Cash Inc － Houston, TX
Input customers payment information into automated IVR and computer system.
Reroute payment issues to appropriate areas when necessary.
Office Assistant August 2008 to September 2009Shell Oil Company － Houston, TX
In charge of filing, working on a computer and other office equipment.
Upload appropriate documents into office software.
Maintained inventory, restocked office supplies and equipments.
Assisted office staff with errands.
Education and Training
High School Diploma : 2013Houston Community College
benefits, billing, cash register, credit, customer service experience, documentation, Fax, features, filing, Focus, home health, insurance, IVR, inventory, money, office, neat, nursing, office equipment, speaking, quality, rapport, reporting, sales, Sorting, store manager, phone, therapy, type, website, wound care