Customer Service Representative

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Sophia DiMarco *********@*****.*** * 951-***-****

PROFESSIONAL PROFILE

Dedicated and detail-oriented Administrative Assistant with extensive experience in customer service, data management and office administration. Seeking to utilize my skills in a professional environment where I can contribute to improving operational efficiency and customer satisfaction. KEY SKILLS

Customer Support: able to communicate in a clear and concise manner to ensure customer satisfaction.

Deadline-driven: proven ability to meet company guidelines for productivity and quality.

Function independently with minimal direction and guidance.

Microsoft Office Applications: MS Excel * MS Word* MS PowerPoint * MS Outlook.

Communication Platforms: Oracle * Skype * ZOOM * Google Meet.

Medical Billing Software: TEBRA (formerly Kareo) * WEB PT * MedLook.

Typing: 42 WPM * 10-Key * Office Equipment.

EDUCATION

Ultimate Medical Academy: Honor Roll - GPA 3.67, Diploma: Medical Coding and Billing

Certificate: HIPAA Essentials for Healthcare Professionals.

High School of Music and the Performing Arts: Diploma: Academic EXPERIENCE

On Track Revenue Management – Corona, CA

Administrative Assistant September 2023 – Present

Managed patient interactions: Efficiently processed credit card payments, directed calls to appropriate personnel, and addressed preliminary questions about patient account balances while strictly adhering to HIPAA regulations.

Insurance claim management: Processed patient insurance claim forms (CMS-1500), ensuring all necessary documentation such as provider’s notes and authorization for treatment included.

Financial auditing: Conducted thorough audits of patient payment reports, clearinghouse transactions, and provider treatment notes to ensure accuracy.

Journal entries and data management: Recorded patient payments and EOBs (explanation of benefits) from insurance companies, maintaining precise financial records.

Mailroom operations: Prepared outbound clams for mailing including adding postage and ensuring all documents were correctly assembled.

Date entry and reporting: Utilized Excel to maintain financial information, generate detailed reports and support management with additional tasks and projects. 2

Freight Pro Logistics, LLC – Rancho Cucamonga, CA

Remote Customer Service and Tracker August 2020 – August 2023

Managed customer interactions: Managed inbound and outbound calls with discretion, maintaining confidentiality of sensitive information.

Updated shipment records: Maintained and updated customer shipping records, including changes to service status, re-routing freight, returning shipments, and initiating claims processes.

Scheduled and resolved shipment problems: Coordinated freight pick-ups and addressed delivery issues by approving accessorial charges, providing customs clearance paperwork, and expediting late shipments.

Liaison duties: Functioned as the main point of contact between customers and freight carriers, resolving concerns and facilitating communication.

Training and mentoring: Provided training and support to new employees via phone and instant messaging, ensuring new hires were able to perform customer service duties effectively. Walmart – Corona, CA

Retail Cashier / Customer Service May 2018 – October 2020

Customer interaction: Greeted customers and answered questions about products and services.

Cash handling: Operated cash register efficiently, accurately processing various forms of payments.

Training and mentoring: Trained new hires on store procedures and customer service standards.

Inventory management: Checked prices, stocked shelves, organized displays, and maintained product availability.

Team collaboration: Worked effectively as part of a team in a challenging environment, providing support to colleagues as needed.

Alpatronix – Anaheim, CA

Promotions Specialist / Remote Call Center May 2017 – April 2018

Promotions: managed outbound calls, ensuring elevated levels of customer satisfaction with products and services. Enhanced customer perception by offering incentives for continued business, contributing to increased revenue.

Data management: Data entry on Microsoft Excel, maintaining detailed customer records.

Problem resolution: Addressed customer inquiries and resolved issues promptly.

Goal achievement: Met and exceeded production goals as set by management. Go Roof Tune Up

Phone Operator /Customer Service September 2013 – July 2016

Customer support: Managed inbound and outbound calls for scheduling and/or cancelling appointments, coordinating emergency jobs regarding leaks and flooding, and transferred calls appropriately.

Account management: Set up new customer accounts, managed roofer’s schedules for new and existing projects, and worked closely with account executives to ensure customer’s expectations were met.

Data entry: Utilized Microsoft Excel for statistical reporting and projects for management.

Weather tracking: Monitored and assessed weather reports to assist in effectively managing roofer’s schedules and ensure project completion.

References available upon request.

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