Customer Service Front Desk

LAURA GRANJA

214-***-**** ***************@*****.***

SUMMARY

Bilingual (English/Spanish), success-oriented person with progressive customer service experience in call

center environment. Handled inbound-outbound calls. Resolved customer inquiries with payments, escrow

interest rate changes, and loan terms. Created payment plans, explained bankruptcy Jaws and terms.

Processed payments and exercised sound judgment to initiate action, Proactive listener who offers resolution

to customer. Handled collections on accounts. A professional, analytical, loyal, and committed worker.

EXPERIENCE

OCWEN LOAN SERVICES, Dallas, Texas

Customer Service and Bankruptcy Specialist...

2009-2019

Handled inbound and outbound calls with professionalism and etiquette. Processed payments, handled escrow, and interest

rates. Reconciled payment history, researched for customers and payment.

‘+ QAoutstanding grade for consecutive quarters,

* Bankruptcy Specialist.

ADDITIONAL EXPERIENCE

PRO STAFF-THE POTTER'S HOUSE OF DALLAS, Dallas, Texas, A.P. Clerk, 2008. Managed high volumes of vendor accounts,

ensuring payments according to terms and conditions. Corresponded in high volumes with vendors directly to ensure proper

procedures were being followed. Performed due diligence to resolve any invoice errors to properly pay vendors. Reconciled

vendor's statement-with-matching-records-on-a-monthly-basis-to-accurately record: in and-outgotnng payments, Handled all

incoming phone calls with professionalism and phone etiquette. Handled customer service,

PINNACLE 1 EDS, Dallas, Texas, A.R. Representative, 2007. Handled all incoming phone calls with professionalism and phone

etiquette. Followed up on all claims as assigned. Worked correspondence with denials received from insurance companies

within 24 business hrs of receipt, as assigned. Ensured all interactions concerning assigned accounts were documented in the

system telephone calls, along with correspondence and actions taken, Created a charge adjustment if information was not

provided or if it was not provided on time according with the INS standard guide. Communicated with the clinics by phone or

‘email and requested the information needed from insurance,

SOUTH WEST FAMILY MEDICAL CLINIC, Dallas, Texas, Personal Injury Case Manager/Receptionist, 2003-2006, Handled all

incoming phone calls with utmost professionalism and phone etiquette. Provided bilingual customer service to all inbound,

outbound, and in-person clients. Managed and oversaw all procedures and duties for the Personal Injury Patient. Verified all

necessary insurance and health insurance information to accurately bill any parties Involving the medical coverage portion of

customers’ visit. Acted as liaison between the clinic and patients’ attorneys on an as-needed basis. Handled all front desk

procedures while simultaneously handling general clerical duties,

SOUTH WEST FAMILY HOSPITAL, Dallas, Texas, AR/AP Coordinator, 2003-2003,

securely manage high volumes of vendor accounts ensuring payments according to te!

‘with vendors in high volumes. Resolved and performed diligence on any invoices inv

Managed and created spreadsheets on a monthily basis to show tracking and mainten:

duties. Properly and diligently issued debits in timely manner,

Followed procedures and protocols to

rms and conditions. Corresponded daily

/olving errors to properly pay all vendors.

vance of accounts receivable functions and

COCA-COLA BOTTLING CO,, Dallds, Texas, Semlor AP/AR Clerk, 2000-2002. Managed very high volumes of vendors’ accounts,

ensuring payments according to terms and conditions, Corresponded in high volumes with vendors directly to ensure proper

procedures were being followed. Performed diligence to resolve any invoice errors to properly pay vendors, Reconciled

vendor's statement with matching records on a monthly basis to accurately record in and outgoing payments, Managed and

created reconciliation and activity spreadsheets for many Coca-Cola locations and departments on a monthly basis. Properly

issued debits and resolved billbacks in a timely manner,

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