Customer Service Support

Evelyn Mendoza

**** ****** *** *** *** -* Cell 267-***-****

Philadelphia, PA 19111 **********@*****.***

Administrative support professional with over 10 years of increasing responsibility making other people's work lives run smoothly and providing outstanding customer service.

CORE COMPETENCIES

Administrative: Adeptly handle administrative matters including customer support calls, process compliance, managing calendars, composing documents and organizing offices for efficiency.

Communications: Interact professionally with customers, all levels of staff and maintain the highest level of confidentiality; known for tact and diplomacy in handling sensitive issues.

Computers: Quickly learn and master new technology. Proficient in most Windows based applications including WordPerfect; Excel; Microsoft Word, Microsoft Access, Outlook and People Soft. Also experienced with: SAP R/3 System and CCIS System Next Gen System, Navi Net, and Passport Health Fusion MI Secure software.

WORK EXPERIENCE:

DWC Assistant / Sheltering Embracing Agency 2018-Present

Philadelphia, Pa

Following the plan of care to assist the consumer to maintain good personal hygiene and maintain. A healthful and safe environment. Knowledge of Self-administration of medications for consumers who are competent to direct the care, maintain Light housekeeping/ Laundry, personal care grooming and dressing, Eating and meals preparation, proving transportation assisting. Providing or arranging for social interaction, Appointment scheduling, supervised walks, and assisting with shopping.

Assistant to Physicians /Customer Service 2015-2018

Endocrine Metabolic Associates P.C Philadelphia, Pa

Schedule appointments for patients.

Answer telephone promptly, 150 calls and messages in a polite and professional manner.

Obtain and enter accurate demographic information into Health Fusion (address, telephone number, name of insurance or self-pay status).

Schedule appointment correctly - review appointment date, time, location, and provider name with caller. Inform caller of items to bring to appointment (including insurance card, medications, office visit fee, and verification of income - if applicable).

Remind the caller to arrive 15 to 30 minutes before the scheduled appointment to complete paperwork.

Remind caller of cancellation/no-show policy.

Answer questions and offer other information, as requested, to provide patient focused.

Act as a liaison for the patients and the Health Center:

Direct calls to other departments as needed. Use sound judgment in handling calls, especially with upset patients. Understanding of when to escalate calls to physicians/practice manager.

Customer Quality Specialist/ Medicare Rep 2014- 2015

Apria Health Care Trevose, PA

Demonstrated professional etiquette and courtesy when interfacing with customers; resolved customer complaints by identifying problems and coordinating appropriate corrective action.

Verified insurance according to Medicare Guidelines information for accuracy and completeness; resolved discrepancies as needed.

Obtained clinical information needed for order processing or reimbursement.

Contacted patient to advise them of the order placed on their behalf and to confirm all patient demographic information. Communicated any financial responsibilities and /or additional information necessary for processing the order received.

Promoted company products and services, as appropriate.

Processed information received from intake/service personnel. Ensured proper selection of information online to ensure timely delivery and appropriate revenue recognition for order.

Maintained appropriate documentation received with order and conducted follow-up.

Call Center Agent / Scheduler 2010 – 2014

St Christopher Hospital Philadelphia, PA

Provided personalized customer service of the highest level. Answered inbound calls and assisted patients who had specific inquiries, such as special requirements.

Updated existing databases with the status of each patient/prospective patients.

Worked well as part of a team; exhibited objectivity and remained open-minded towards the ideas and views of multiple departments.

Completed verification of insurance to insure booking.

Administrative Assistant/Sales Executive 2008 – 2010

FAS Income Tax and Insurance Inc. / Hispanic Mortgage Company Philadelphia, PA

Assisted the CEO in all aspects of Insurances / Mortgage / Real Estate daily activities; managed the CEO’s calendar, prepared correspondence, billing expenses, coordinating appointments and settlement dates and all other general administrative duties as required.

Renewed Commercial and Residential insurance, reviewing details of complaints and addressed any discrepancies with the City, State and IRS that arose pertaining to any new home mortgages.

Provided sales support within the mortgage company; worked side by side with the Title Insurance Companies including preparing title search, deed transfers and mortgage release.

Worked with the City of Philadelphia to resolve any liens, judgments, violations and U&O for any lender payoff and ensure that all clients met deadlines for settlement.

Administrative Assistant: 2003 – 2008

Pro Temp Work Force Inc. Philadelphia, PA

Temporary and Permanent Employment

Prepared and updated job files, matched resumes to open positions and scheduled interviews between recruiter and client.

Updated personnel database.

Performed receptionist duties such as sorting and distributing mail to appropriate personnel, answering phones and greeting visitors.

Provided clerical support for all miscellaneous functions for the company and performed other duties as requested by supervisor.

EDUCATION:

Russ-Financial School, King of Prussia, Pa

Life & Health, plus 24-hour Pre-Exam Course

American Real Estate institute, Huntingdon Valley, Pa,

Real Estate Course

Ace able Online Real Estate School, Philadelphia, Pa,

Real Estate 72 Hrs. of Pre- Exam Course – Present

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