Customer Service Medical

Carol Ann Burgos

Typing - General [* Minute Onscreen]: 45 (With 3 mistake: 42 WPM).

Call Center Customer Service Scenarios: 90% (18 out of 20).

Summary:

Polished, professional customer service rep offering 10 years of experience providing customer support in busy call center environments for Telecommunication and Cable industry employers.

An unwavering commitment to customer service, with the ability to build productive relationships, resolve complex issues and win customer loyalty.

Strategic-relationship/partnership-building skills - listen attentively, solve problems creatively, and use tact and diplomacy to find common ground and achieve win-win outcomes

Skills:

Type 45-50 WPM.

Managerial Skills.

Proficient in Word/ Excel.

Worked in accounting and patients claims.

Excellent customer service skills.

Proficient with MS Windows over 10 years.

Skilled in call center operations over 10 years.

Over 10 years of experience as a strong problem solver.

Typing 45-50 wpm (over 10 years).

Education:

Certificate in Dental, Bryman College, Winnetka, CA, 1994.

Certificate in Office Technology, Mt. San Antonio College.

Professional Experience:

Job Search September 2015 - Present

ATT, Cerritos, CA August 2006 - August 2015

Customer Service/Sales Associate

Responsibilities:

Handled customer questions, complaints, and billing inquiries while always maintaining a professional attitude to resolve customer issues with a one call resolution.

Answered customer requests or inquiries concerning services, products, billing, equipment, claims, and reported problem areas.

Sold wireless services, products, features, equipment and accessories.

Made recommendations according to customer's needs on features, accessories, upgrades and rate plans.

Maintained working knowledge of all company products, services and promotions.

Offered alternative solutions where appropriate, with the objective of retaining customer's business.

Handled business transactions in connection with activation of new customer accounts on a computer terminal.

Communicated with customers using web- based tools and demonstrated the associated proficiency in typing and grammar.

Assisted in customer support for new employees and regular staff.

American Medical Response, Irwindale, CA May 2005 - July 2006

Medical Insurance Verifier

Responsibilities:

Performed the appropriate procedures to verify patient eligibility, coordination of benefits, and determine patient coverage/responsibility for service as it related to ambulance transportation.

Received and sort tickets according to county code.

Had daily contact with Medicaid/Medical departments to determine fees and payments.

Involved in complete compliance with HIPPA Laws.

Used Microsoft Word and Excel.

AIS Insurance, West Covina, CA February 2002 - May 2005

Receptionist

Responsibilities:

Performed general office work which included greeting clients, faxing, filing and typing letters for insurance brokers.

Handled switch board that include 10 phone lines.

Northgate Innovations, Industry, CA March 1998 - January 2002

Customer Service Supervisor

Responsibilities:

Placed orders for customer.

Checked status on customer.

Assisted with UPS and FedEx damaged claim.

Trained new employees.

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