Bianca Monterroso

PO BOX ****

Orange CA, *****

714-***-****

Email: acyemo@r.postjobfree.com

Objective:

Seeking a professional career with a company that will utilize my capabilities, experience and people skills; providing opportunity for growth and advancement while achieving company goals and objectives.

Professional Skills

• Fluent in Spanish

• Avaya Phone Systems

• Microsoft Word

• Microsoft Excel

• HIPAA Knowledge

• IEX

• Strong Time Management

• Sales

• Solid Customer Service

• Dental Terminology

• Call Center Metrics

• Lotus Notes

Employment History:

Western Dental Services Inc. – Orange, CA 10/2007 – 07/2015

Inbound Call Center Representative - Sales

• Providing first class service to an average of 180 calls daily (inbound/outbound)

• Verifying patients insurance benefits in order to scheduled new business dental appointments

• Made outbound calls to patients in the states of California, Texas, Arizona, Nevada, Colorado in efforts to maintain patient care and loyalty

• Problem solving for potential patients (financial, scheduling hours, transportation, fear of dentist, ect.)

• Exceeded Quality Assurance expectations month over month

• Consistently surpassed upselling expectations

• Achieved highest commission pay scale multiple pay periods

• Ranked in the top 10% of call center in a department of 200+ FTE’s

• Adhere to all call center metrics – AHT, adherence, Aux code usage, productivity, QA

Treatment Sales Representative

• Contacted existing patients in efforts to contract dental treatment

• Overcame objections by presenting different financing options

• Educated patients on dental treatment plans

• Consistently exceeded new patients dental contracts that drove company revenue

• Ranked in the top of the department for Quality Assurance and Customer Satisfaction reviews

Education

Fullerton College Major: Dental Hygiene Orange High School: High School Diploma 2004.

References upon request

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