LAURA LARA

***** ****** ****

Dallas, Tx ***** ad3sa2@r.postjobfree.com Cell: 682-***-****

Proactive, visionary leader consistently successful in implementing corporate structure and objectives.

Highly effective, energetic leadership, training, and management skills with proven ability to motivate, inspire and guide a team to success with deep understanding of human behavior, as well as the ability to manage different personality types.

Implement new business growth and innovative, value-added approach to client servicing resulting in increase of workplace productivity with a competitive advantage to reduce cost and increase revenue.

PROFESSIONAL EXPERIENCE

COMPANY NAME JPMORGAN CHASE 10/23/2023

Company description- A leader in investment banking, commercial banking, financial transaction processing and asset management.

Title- Fraud Specialist I

Work in a call center environment that requires 100% phone-based customer interaction

Demonstrate excellent communication, negotiation, and decision-making skills, while staying engaged with our customers

Communicate with customers in a metrics-driven environment

Navigate multiple technologies while demonstrating resiliency and extreme adaptability in a fast-paced environment

Take ownership of each customer interaction while treating them with respect and responding with empathy

Work both independently and in a team environment

Abide by all applicable regulatory and departmental practices and procedures

COMPANY NAME HHM Health, Dallas Tx, 06/21 to 10/2023

Company description – Provides quality healthcare to the under insured and insured with love, compassion, and respect.

Title- Call Center -Front Desk Supervisor

Serve as liaison and coordinator with corporate office to ensure that all policies and programs are carried out at your assigned practice site

Oversee the workflows within the care center, ensuring that the front desk staff properly registers patients, checks insurance, collects copays; provide hands-on support

Provide administrative support such as keying new information into the practice management software, securing referrals online for the patients, and helping to make appointments with specialists so patients get the care they need

Scan insurance cards and check patient insurance eligibility, using your critical thinking to resolve issues before the patient is seen

Maintain and coordinate calendar of patient’s appointments

Serve as the "go-to" expert on all questions regarding workflows, policies and EMR/PM software

Make follow-up calls for doctors to ensure sick patients are properly followed

Collect patient copays/deductibles and book into the software

Reconcile cash collected with the software and the "cash drawer"

Explain insurance coverage and patient responsibilities for services

Participate as part of the patient primary care team to make sure the patients remember to get all their preventive care such as mammograms, flu shots, colon cancer screening and more

COMPANY NAME K&N Filters, Grand Prairie Tx, 08/17/2020 to 05/27/2021

Company description – For over 50 years, K&N has been an industry-leader in automotive filtration and technology-offering products to improve performance, protection, and longevity for consumers worldwide.

Title- Call Center Team Lead

Data entry for orders, answering calls, emails, and chats.

Develop, document, maintain, and deliver training programs related to department operations and procedures.

Assign and manage training for new agents.

Work with management to provide feedback on the progress/status of new employees.

Maintain a training system matrix to record the training progress of new and existing agents and determine training needs

Assist with calls and e-mails requiring escalation to a supervisor or manager.

Serve as the acting Supervisor in the Supervisor’s absence.

Responsible for assisting the Customer Service Supervisor in supervising the day-to-day operations.

LAURA LARA Cell: 682-***-**** Page 2

COMPANY NAME OnProcess Technology, El Paso Tx, 10/19 to 08/20

Company description – Quest to power the worlds service supply chains and makes them more circular by bringing everything together and integrating key technologies and connecting people.

Title- Remote Customer Care Associate AT&T

Answer high volume inbound calls in a courteous and professional manner to assist customers with their transportation

inquiries.

Coordinate all transportation arrangements utilizing Customer Relationship Management (CRM) Software

Provide excellent customer service, follow-ups, updates, while resolving complaints, addressing escalations; and

involving management when/as needed.

Document customer interactions and/or transactions, recording details of inquiries, complaints, or comments, as well

as actions taken.

Dispatch transportation assignments and establishes partnerships with vendors

Possess strong organizational skills for input of necessary procedural forms while preforming clerical duties i.e. faxing,

copying, emailing, filling, etc

Take ownership of outbound/inbound customer, and client communications through various channels while working

cross-functionally through programs, and special projects

Update applicable Program Database(s) while following policy and procedures.

Meet or exceed key performance standards, quality objectives and performance goals.

COMPANY NAME Hinduja Global Solutions, El Paso Tx, 01/15 to 10//19

Company description –Align marketing, IT, and customer experience teams, Address some of today’s biggest business challenges to competitiveness and growth across 10 Industries and three business units.

Title- Customer Care Associate/ Lead

Communicate with customers through inbound calls by following an established call flow, asking the right questions to determine the nature of the customer need.

Identify customer needs through active listening to solve problems, review new products and promotions, and help customers navigate the value of the services provided.

Take a consultative approach with customers by connecting their unique needs to products and services that make their life easier.

Use multiple computer systems to research products, services and price points that meet the needs of the customer.

Document customer needs, interactions and outcomes in the appropriate tool or system

Provide peace of mind to customers by championing all banking and financial compliance practices

Creating a “WOW” factor in every interaction through exceptional communication skills, taking ownership of the interaction and speed of service

Regular 1:1 coaching sessions with your supervisor to ensure you regularly meet key performance indicators.

2007 to 2014 Sonic Drive Inn Assistant Manager- El Paso, TX

2013 to 2014 Baskin Robbins Assistant Manager- El Paso, TX

2015 TO 2019 State Farm, Hisense, GoPro, Grub Hub Prudential Claims TL, CSR Technical Support- El Paso, TX

PROFESSIONAL DEVELOPMENT

Over 10 years of customer service experience with over 2 years in healthcare Highly experienced in handling high volume of calls (member and provider calls), processing claims, appeals and data entry Working knowledge on Medicare and Medicaid Excellent communication and customer service skills with strategic planning and leadership. Bilingual in Spanish and English Computer Knowledge: MS Office (Word, Excel, Outlook); 40 WPM Call Evaluations averaging between 98% to 100% Over 2 years of work at home experience 9 years in management experience.

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