Customer Service Medical

**** ****** ***** ** #* . Tampa, FL *****

Phone 813-***-**** . E-mail *********@*****.***

Winette Zette Rebecca

Summary of qualifications

Multilingual associate looking to work in a company where I can utilize the

skills that I have acquired through my experience. Work in a positive,

motivational, environment where there is opportunity to grow and help others.

More than 10 years of successful customer service, with a talent to identify

customers' needs and presenting appropriate company products and services.

Ability to gain customer trust and leading to increase business. Make every

contact informative, productive, positive, and memorable. Ability to maintain

confidentiality of records and information.

Expertise in resolving escalated customer service issues.

Ability to multi-task, this includes ability to understand multiple products

and multiple levels of benefits within each product.

Team player who is also comfortable operating independently. Solid self

management, organizational, and follow up skills.

Flexibility on schedule depending on business demand.

Experienced Operating Systems: Windows9X, Windows2000, Windows ME, Windows XP,

Windows Vista, Windows 7.

Experienced Office Package: Microsoft Word, Excell, Access, PowerPoint and

Outlook Express.

Fluent in speaking and writing Spanish, French and Creole.

Professional experience

2010-Present United Healthcare Services Tampa, FL

Customer Service Associate

Provide benefit and eligibility information for medical, dental and short term

disability to members and providers.

Help members understand their benefits and their options and assist on

physician assignments to patients.

Process customer material requests and submit Explanation of Benefits (EOB) to

members and providers.

Receive and submit authorization for treatment services and resolve billing

and payment issues on claims.

Provide training to new employees and create documentation for implemented

processes.

Perform translation services for the claim department on foreign claims and

serve as interpreter for the short term disability office.

2009-2010 Link Systems International (LSI) Tampa, FL

Spanish/French Tutor

Lead a live tutorial Spanish or French class with one on one or multiple

students.

Assist ESOL/ESL students with English essay by reviewing and offering

suggestions for corrections, following the instructor's guidelines.

Answer questions submitted by the student through our online Q&A Center.

Provide translation services for internal procedures and guidelines.

2008-2011 Chronic Care Solutions Medical (CCS) Tampa, FL

Customer Service/Technical Support Representative

Assist customers on reporting problems with diabetes testing products and

ensure ticket updates conform to FDA requirements and guidelines.

Determine problem with medical devices and order replacement for damaged

medical devices for customers in the US territories and Canada.

Participate in marketing upgrade promotions for US and Canada.

Quality Control by scrubbing product inquiry and sample request cases daily

for accuracy.

Monitor the Nova Customer Care voicemail and do follow-up calls.

Assist in performing call monitoring for Answer Excellence customer service

reps supporting 3rd shift.

Provide translation services for customer scripting, marketing material and

internal procedures.

2007-2008 Financial Insurance Management Corp (FIMC) Sarasota, FL

Member Services II/Remote Agent

Resolve issues related to home and auto insurance claims, warranties and

benefits to customer.

Answer emergency roadside service calls; ensure safety and quickly dispatch

assistance to the stranded motorist.

Sales, renew, retain and cancel service plan.

Responsible on managing credit cards transactions over the phone for

membership enrollment and renewal.

Process service claim for providers regarding home and auto lockout and towing

services.

Serve as a backup for account receivable clerk.

1997-2002 Convergys Inc Tamarac, FL

Customer Service Representative/Backup Supervisor

Enroll, maintain, retain and cancel accounts for AT&T calling cards, domestic,

long distance and international phone plan.

Perform billing investigations and adjustments for residential accounts.

Perform filing, data management, drafting and editing short office memos.

Handle escalation calls in the absence of the supervisor.

Provide training to new employees and internal clients on products and

continuing education on procedural changes to team members.

Education

2012-Present St Petersburg College Clearwater, FL

Health Information Management

In progress

2002-2007 Universidad Central del Este

Dominican Republic

General Studies

141 credits completed.

1994 North Miami Senior High North Miami, FL

HS Diploma

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