CARMEN BONILLA

ALTAMONTE SPRINGS, FL *****

407-***-****

ad1duc@r.postjobfree.com

OBJECTIVE: Seeking longevity with a company where I can grow with the business and their vision and utilize my extensive years in customer service, and most recently my experience working from home.

QUALIFICATIONS: Experience with Windows 10, basic computer knowledge operating and navigating on a PC, utilizing internet search engines, keyboard shortcuts, knowledge of MS Office software and web-based applications, Word document, Calendly to set appointments, Shopify to place delivery orders and take credit card payments, experience with Live Google Web Chat, Infinity telephone agent system, exceptional grammar, punctuation, and oral communication skills in both English and Spanish, typing speed 40 wpm, 6 years in the healthcare field, and some knowledge of medical terminology, strong customer service experience in a call center environment, most recently 2 years’ working from home, excellent and professional phone and email etiquette, compassionate and empathetic to sensitive calls, experience handling agitated or irate callers and remaining calm under pressure, mature, responsible, punctual to work schedule, trustworthy to work from home with little supervision, flexible to schedule changes, detail-oriented and organized, able to multitask quickly and effectively between job-aides, scripts, tabs, windows, software systems, websites and Apps while listening and talking and using dual monitors to conduct searches and document reason for call, knowledge in the importance to follow HIPAA compliances, policies, practices, guidelines, and scripts to the letter.

Work From Home Equipment: Windows 10 Dell desk top computer, antivirus/antimalware by Geek Squad, Backup Power Surge Battery up to 3 hours, Ethernet cable port hardwired into modem and router, great internet connection and speed with an upload capability of 11.25 mbps and a download capability of 372.10 mbps, installed RAM of 12.0 GB, internet service by Spectrum with a landline phone, iPhone by T-Mobile, audio source wired to USB headset with microphone, USB webcam, keyboard, mouse, and dual monitors.

EMPLOYMENT:

09/2021-10/2023 Answerfirst Communications, Inc. Tampa, FL

Bilingual Customer Service Professional-Remote

Within the Infinity phone system I handled over one hundred inbound calls daily including Live Web-chats where I greeted callers in English or Spanish gathering demographic information following a script verbatim, provided one-call resolution by providing necessary information to clients, vendors, and/or customers, updated member demographics in compliance to HIPAA only with patients, and with doctor’s offices or hospitals verified patient’s personal information per HIPAA, used active listening asking probing questions to better assist callers, transferred calls to perspective departments or persons, as well as explained and documented reasons for call, utilized Google Chat to communicate with shift leaders and associates, utilized Calendly to set appointments, and Shopify to set deliveries and take credit card payments.

09/2014-05/2020 Healthfirst, Inc. – New York Lake Mary, FL

Bilingual Member Services Agent

Within the CISCO phone system and Salesforce 360 system, I received and documented calls providing one-call resolutions, assisted members with PCP changes, processing premium payments, submitted ID cards, scheduled doctor and transportation appointments, verified and updated member demographics in compliance to HIPAA, searched for claims and authorizations, documented grievances then forwarded grievances to appropriate departments for further action, provided benefit information ie: medication, durable medical equipment, home health aide services etc., utilized Outlook and MS Teams to communicate internally within teams and departments and searched for HIPAA Release forms and/or Power of Attorney forms in member’s file before releasing any information to family members calling on behalf of members.

06/2013-12/2013 Healthfirst, Inc. – New York Lake Mary, FL

Bilingual Verification Representative

Hired temporarily for 6 months to conduct outbound calls to our Medicare members to verify member’s open enrollment applications through a Blackberry phone, using job aides, scripts, policies, and procedures. Follow scripts verbatim when verifying demographic information, attain missing information to process applications, and notify the Enrollment department of cancellations via Outlook, as well as transferring resolution calls to Member Services Department.

4/2007-6/2013 Total Marketing Concepts, Inc. Longwood and Sanford, FL

Bilingual Political Survey Representative

In a call center environment, I made outbound calls through an automated dialer introducing myself and the company, and informing the reason for my call which was to conduct a 3–5-minute political survey.

EDUCATION:

09/1976-06/1978 Vineland High School Vineland, NJ

References Furnished Upon Request