Customer Service Representative
Resume:
ESPERANZA MARTINEZ
SAN ANTONIO, TEXAS
***************@*****.***
CAREER OBJECTIVE
To obtain a full-time position as a general clerk/receptionist/customer service
representative where I can utilize 25 years of prior knowledge and experience.
HIGHLIGHTS OF QUALIFICATIONS
• Experience in birth registrar, front office medical clerk, emergencies, and
outpatient clinic.
• Excellent medical terminology skills and knowledge of confidentiality
requirements.
• Prior experience handling in processing correspondence.
• Customer Service Representative both inbound and outbound call experience.
WORK EXPERIENCE
2005 – Present ANALYST\CERTIFFIED BIRTH REGISTRAR\ASSEMBLY
Duties: Analyst patient’s records for physician’s deficiency to meet Joint Commission
guide lines for accreditation. Recording the defiencey and entering into the physician
database for completion.
Duties: Back-up to full-time Birth Registrar
Interview parents to compile the information as required by the Bureau of Vital
Statistics with requirement mandated by state of Texas.
Duties: Assemble inpatient dismissal records in accordance with standard chart order.
Ensures all documents are accurate and assembled into the appropriate visit. Utilize the
Chart Fact Locator System to charge in and charge out records.
2004 – 2005 CUSTOMER SERVICE REPRESENTATIVE
Clarke America Check Printing Service, San Antonio, Texas
Duties: Provided information to customers regarding their personal check orders.
Processed requests of personal checks for new and existing accounts for various financial
banking institutions. Received and resolved customer complaints on billing issues and
general information. Participated in the company teamwork leadership program.
San Antonio Express & News, San Antonio, Texas
1998- 2004 CUSTOMER SERVICE REPRESENTATIVE
San Antonio Express & News, San Antonio, Texas
Duties: Provided general information to customers regarding their personal accounts.
Processed subscription orders at customer request. Received and resolved customer
complaints on billing issues or delivery of news paper service.
1996 – 1998 CUSTOMER SERVICE REPRESENTATIVE
Caremark Prescription Service Division, San Antonio, Texas
Duties: Provided information to customers regarding their medical plan. Verified
medication as prescribed by authorized physicians. Received telephonic medication
orders to be dispensed to the customers. Resolved complaint issues or general questions
to include billing issues.
1991 – 1995 PHYSICIANS CLERK
Women’s & Children’s Hospital
Duties: On a daily basis, entered statistics taken by physicians into the medical record.
Upon request by physician, located, pulled, and delivered medical records.
Acknowledged specific and special requests by physicians and suspense files that require
completion of data. Verified checklist for completeness of medical record prior to
closure.
1978 – 1991 BIRTH REGISTRAR CLERK
Santa Rosa Hospital, San Antonio, Texas
Duties: Interviewed parent to compile the information required by the registrar for the
birth certificate. Submitted birth certification data to Vital Statistics Office in Austin,
Texas. Maintained a record of type of delivery statistics for the system. Filed all birth
certificates into the new born medical records.
COMPUTER AND OFFICE SKILLS
Microsoft Office – 10 Key Touch – Micro Film – Word Processing
LANGUAGE COMMUNICATIONS
Fluent in both, English and Spanish
EDUCATION
High School Diploma, Lanier High School, San Antonio, Texas
Continue Education Credits: Successful Solutions for Unacceptable Employee Behavior
March 2008; How to Deliver Exceptional Customer Service April 2009
AWARDS
Employee of the year 1987 and 1993
Santa Rosa Hospital
Excellence & Leadership Award February 2000, 2001, 2002
San Antonio Express & News
Outstanding Performance Award January, August, October, December 1999
San Antonio Express & News July, August, October, December
2000
January 2001
1st Quarter 2002
3rd Quarter 2002
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