Customer Service

Krista Ortega Katy, TX ***** **************@*****.***

Summary

Highly motivated and empathetic Customer Service professional with 18+ years of experience exceeding customer satisfaction goals in fast-paced call center environments. Proven ability to navigate complex healthcare topics and navigate multiple applications to deliver exceptional service. Skilled in data entry and adept at meeting strict quality standards.

Work Experience

Advocate Self-Employed

(2008-Present)

Key Achievements:

●Navigated complex medical benefits: Empowered clients to understand and leverage their insurance coverage.

●Secured government assistance: Successfully guided clients through the process of obtaining essential benefits.

●Advocated for disability benefits: Assisted clients in navigating the application process and ensuring fair treatment.

●Provided comprehensive support: Offered personalized assistance with correspondence, medical appointments, and prescription assistance.

●Enhanced financial well-being: Advised clients on credit improvement strategies and facilitated credit repair.

Customer Service Advocate, Teletech At Home (November 2020 - October 2021)

Key Achievements:

●Resolved customer inquiries across phone, email, and chat, consistently exceeding satisfaction benchmarks.

●Managed customer accounts efficiently, ensuring accuracy and prompt issue resolution.

●Provided comprehensive guidance on complex healthcare topics (e.g., Medicare, Medicaid and Health Insurance).

Compensation Claims Specialist, Hartford (January 2006 - January 2008)

Key Achievements:

●Enhanced claims efficiency: Achieved superior case closure rates through meticulous claim investigations, effective communication with patients and providers, and streamlined action plans.

●Mentored team members: Provided expert guidance on company policies, industry regulations, and best practices for claims investigation and management, fostering a culture of continuous learning.

●Demonstrated strong customer service: Exceeded call quality metrics in a high-volume call center environment, delivering exceptional service to patients and providers.

Skills:

●Customer Service: Proficient in handling complex inquiries and providing empathetic support to patients and providers in a fast-paced call center setting.

●Medical Knowledge: Strong understanding of medical terminology, benefits, and insurance plans to effectively guide patients and providers.

●Data Entry: Accurate and efficient data entry of clinical and demographic information into healthcare portals.

●Communication: Excellent written and verbal communication skills to effectively interact with diverse stakeholders.

●Technical Proficiency: Proficient in Microsoft Office Suite and other relevant software tools for data analysis, communication, and scheduling.

●Time Management: Ability to prioritize tasks, meet deadlines, and manage multiple responsibilities in a demanding environment.

●Mentoring: Proven ability to share knowledge and skills to develop and empower team members.

Education

Mansfield Business School

(1987-1988) Diploma in Data Entry

Additional Information

●Texas Worker's Compensation Adjuster (1996-2009)

Key Achievements

●Consistently exceeded customer satisfaction targets.

●Received positive feedback from clients for exceptional claim handling and customer service.

●Successfully managed a high volume of complex cases.

Why I'm a Perfect Fit

My extensive customer service experience, combined with my medical knowledge and empathetic approach, makes me a perfect fit for this Customer Service Representative role at your company. I am confident in my ability to navigate complex healthcare inquiries, build rapport with patients, and consistently exceed your call quality standards. My proven track record of exceeding customer satisfaction goals in fast-paced environments demonstrates my dedication to providing exceptional service.

I am a highly motivated and detail-oriented individual with a strong work ethic. I am eager to learn and grow within your company, and I am confident that I can make a valuable contribution to your team.

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