Customer Service Professional

Languages

Fluent in Spanish with the ability to speak it, read it, and write it.

Skills and Strengths

•Good listening skills. Patient when dealing with difficult people. Resourceful, with a sense of mission to help others.

•Flexible, with good work ethics. Hard working and reliable.

•Outgoing personality. Enjoy working with people. Positive attitude, enjoy a challenge and persistent. Creative and innovative.

•Strong computer skills, including proficiency in internet research and working knowledge of Microsoft Office.

•Effective working independently or as a team member. Ability to motivate others to perform at their best.

Experience

Ansafone Contact Centers January 2014- June 2014

Customer Service Representative: Act as contact center for client Talbert Medical Group. Provide customer service to members of multiple benefit plans by analyzing caller’s needs and providing timely and accurate responses. Answer calls from members, providers, hospitals, pharmacists and others regarding benefits and other issues. Also act as answering service for other clients such as Aetna, American Continental Insurance Company and more.

SBC Construction Inc. August 2012-Current (PART-TIME)

Project and Administrative Assistant: Create invoices for work completed and proposals for potential jobs. Schedule jobs for work crews. Assist work crews with construction jobs. Responsible for maintaining accurate company financial records utilizing Quickbooks software. Position was fulltime from August 2012 to January 2014.

Liberty Dental Plan September 2010- July 2012

Member Services Representative: Answered phone calls from members and providers regarding dental benefits, eligibility and other related inquiries. Provided customer service through one-call resolution. Used computerized systems for tracking, information gathering and troubleshooting. Thoroughly documented inquiry and outcomes for accurate tracking and analysis.

In July 2011 position was transferred to the Referrals Department. Responsible for processing of emergency referrals from dental providers over phone and through pre-authorization requests that were submitted via e-mail, fax and mail.

Cal Optima November 2009 - July 2010

Customer Service Representative: Acted as first line of contact for members and providers. Assisted members and providers with questions related to the Medi-Cal & Healthy Families programs. Provided information regarding eligibility, enrollment, and benefits to members and member eligibility information to providers. Documented information via computer system. De-escalated calls for supervisor.

Western Dental Services April 2009 - October 2009

Collections Clerk/Collector: Collected on past due accounts. Handled large volume of accounts with great customer service. Negotiated payment arrangements while complying with FDCPA and HIPPA laws. Worked in a team of collectors to collect on accounts in order to meet individual and company goals. Ran “skip traces” on delinquent accounts in order to locate responsible parties.

Smile Care Family Dentistry March 2007 – February 2009

Patient Services Department: Organize and maintain a filing system of patient charts. Answer phones and either respond to inquiry or direct caller to appropriate personnel. Schedule appointments & enter appointment date and time into computerized system (QSI). Conduct reminder calls to patients. Greet and direct patients. Solicit referrals from patients. Verify insurance coverage for planned treatment. Assist doctor with patients when needed. Make copies of x-rays.

Western Dental August 2006- February 2007

Customer Service Representative: Received incoming phone calls and provided customers with proper information about dental plans and prices. Made outgoing calls reminding patients of their appointments or rescheduled their appointments.

Education

Received High School Diploma from Wilshire Continuation School in Fullerton, CA. (2005). Attending school at Fullerton College and Santa Ana College majoring in business and computer information technology.

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