Karla D. Medina

**** *. ***** ******

Chicago, IL 60623

773-***-****

ac4ph5@r.postjobfree.com

OBJECTIVE

Seeking Customer Service position with established organization that values loyalty and hard work where I contribute my professional experience to provide customers with a superior level of service and exceptional communication skills to increase customer satisfaction.

QUALIFICATIONS

Bilingual in English and Spanish to assist customers and complete detailed reports

Communicate effectively to establish relationships with coworkers and customers to increase efficiency

Multitask in a fast paced environment to complete time-sensitive tasks by prioritizing responsibilities

Engage with individuals from various backgrounds to accomplish the desired-goals of the company

Maintain control and productivity under stressful situations to provide information-based decisions

Supervise, manage, and motivate a group of individuals to delegate responsibilities accordingly

Solve problems to prevent any potential issues to the company by being detail-oriented

Dependable to perform at the highest-professional level to secure and obtain the company’s desired-outcomes

Excellent computer literacy abilities such as computing and calculating to complete tasks

WORK EXPERIENCE

Eligo Energy

Costumer Care Specialist/Consultant September 2017- January 2018

Responsible for customer information tracking, energy consultation, billing, accounting & new customer acquisition & sign up, as well as customer account processing and monitoring.

Five9 Automated

Zendesk customer integration tickets system

Portal Customer Contact/ Information Database & CRM Tracking systems

Latitude/Smarts

Customer utility invoice systems, Customer Quote Forecasting. Used various Energy quoting portals to access best energy pricing model for current/new customers

NorthWestern Medicine

Customer Service Representative (Bilingual-Spanish) November 2016 –April 2017 Handle incoming calls through EPIC regarding any billing inquiries and billing disputes. Add or update medical health insurance coverage, Workman’s Comp and TPL. Forward certain accounts to insurance Follow-up or coding department when . Urequested. Set up Payment Plan when patient cannot pay charges. E-mail collections agencies when patient pays collection balance directly to NorthWestern so they may close account and stop further collection. Take credit card payments via-phone. Bill correct responsible party when updating insurance company. Send accounts to audit department when giving credit or removing charges.

Maximus

Customer Services Representative (Bilingual-Spanish) December 2012-November 2016

Respond to inbound calls from clients concerning their re-determination for IL Medicaid

Responsible for making outbound calls to encourage clients to submit missing documents

Communicate to both English and Spanish clients regarding the status of their case

Document the account to update each file with detailed notes, while being mindful of all policy guidelines for the Department of Human Services (DHS) and Healthcare and Family Services (HFS) medical group.

Pronto Connections

Customer Service Representative, Aug. 2011 – Mar. 2012

Handled all inbound calls and accounts for new subscriptions for Chicago Tribune Company

Received donation pledges for many pledge drives geared towards all public broadcasting companies

Managed employment applications for PLS and Pronto companies to facilitate the hiring process

Maintained highly organized databases to increase efficiency in various work departments

Calzada& Associates

Income Tax Preparer/ Receptionist, Jan. 2005 – Apr. 2011

Executed administrative responsibilities to increase productivity in the workplace to increase accounts

Organized and filed tax preparation confidential-documents to ensure an up-to-date database

Translated Immigration documents from Spanish to English to facilitate the applicant’s process

Scheduled appointments, answered any incoming inquiries, and completed daily detailed-reports

People’s Gas

Customer Service Representative, Apr. 2000 – May 2002

Responsible to handle billing inquiries and provide clear answers to customers in a timely manner

Informed customers about deferred payment options and set them up with budget plans

Operated a multi-line AS400, answered calls, and directed calls to its corresponding departments

Processed new and final customer applications by verifying that all information was provide and accurate

Safelite

Customer Service Representative, Jan. 1995 – Apr. 2000

Verified insurance coverage and linked customers to their referrals to complete necessary procedures

Promoted to Customer Service Representative II position to continue increasing customer loyalty

Processed all home and auto claim reports to ensure that the customer was assisted compassionately

Answered and processed customers inquiries in a timely manner that increased customer satisfaction

EDUCATION

West Side Technical Institute Professional Bank Teller Certification

College of Office Technology `

Daley College General Equivalency Diploma

References are available upon request

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