Customer Service

April Gonzalez

Email: ************@*****.*** Cell: 904-***-**** Home: 904-***-****

Recommendation letter is available upon request)

SUMMARY

Highly motivated professional experienced in fast - paced environments demanding strong organizational, communication, customer service and interpersonal skills

Possesses more than 11 years of Customer Service experience

Confident and poised in interactions with customers, employees and management at all levels

Detail oriented, resilient in completing projects, able to multitask effectively and efficiently

Excellent verbal and written communication skills and the ability to be the main contact person for staff and customers

Extensive knowledge of customer service standards and practices

Excellent monitoring of customer service staff to ensure compliance with standards

EXPERIENCE

Payspan Inc. September 2015 – April 2017

Provider Services Healthcare Specialist

Assisted our team with over 300 payers with thousands of providers get registered on the PaySpan website by setting up bank accounts, processing unregistered requests, administrator change requests, assigning registration codes, and also locating claims and reports.

Assisted with any and all inquiries regarding first time registration of the Payspan website, remittance advice, missing payments, locating explanation of benefits/835s, setting up mailboxes to have ERA’s /835’s routed to a clearing house of their choice.

Handled over 100 inbound and outbound calls daily from Payers, Vendors, Agents, Brokers, Producers, Members, Merchants, Clients, and Providers that needed assistance with enrolling and/or navigating the Payspan, Inc. provider portal, vendor portal, and payments portal.

Knowledge of policies and procedures to be able to multitask on a regular basis with different systems and processing screens at a rapid pace while handling calls from over 8 different queues daily.

Built and kept a rapport with clients while actively listening to provide immaculate customer service with a smile.

Completed Security Breach Outreach to providers whom were suspected of having fraudulent activity on accounts and sent reports to appropriate departments.

Trained over a dozen employees and nested with them over a 2 week period while creating tools for supervisors to use to manage their trainees progress and tools for the trainees to help them strive for excellence in their position.

ABC Financial Services May 2013 - August 2015

Customer Service Agent / MS Supervisor / Work from Home

Provided excellent customer service

Handled an average of 100 - 150 inbound and outbound calls per day

Built rapport handling calls and inquiries from clients / members all over the world

Transferred memberships to correct locations

Processed emails from members and clients

Worked side by side with over 300 hundred new employees

Monitored calls randomly to ensure representatives answered questions appropriately and courteously

Reviewed monthly billing statements with clients and monthly charges with members

Reported to senior management when required

Resolved customer complaints when needed

Conducted performance evaluations and made recommendations regarding employees

Reviewed monthly billing statements with clients and monthly charges with members

Plum Choice (Balance Staffing Contractor) November 2011 - January 2013

Computer Technical Sales Agent / Work from Home

Handled an average of 50 - 100 inbound calls per day

Required to show customer respect at all times giving outstanding customer service

Made cold calls and answered customer inquiries, placed orders, and directed calls to correct departments

Responsible for providing technical information and guidance to assist in the selling of assigned products globally

Knowledgeable of company policies and the different types of products or services offered in order to achieve sales quota

Other duties included recording details off inquiries, complaints, and comments as well as actions taken

WalMart November 2011 - November 2012

Cashier

Demonstrated excellent face to face customer service while performing daily responsibilities

Responsible for scanning and bagging items, counting cash drawers, collecting payments from customers and providing refunds for unwanted purchases

Settled issues pertaining to product pricing, location, and UPC codes

EDUCATION

Murray Hill Academy - High School Diploma

SKILLS

Microsoft Office: Word, Excel, Outlook, PowerPoint

MAC, Android, Tablet, Windows Vista / XP / 7 / 8

Salesforce, JMS, JIRA, WEX, MYICLUBONLINE Software

52 WPM, 10key

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