ALICIA BURGOS

***A Truesdale St ***** 585-***-****

adpii6@r.postjobfree.com

PROFESSIONAL SKILLS

Knowledgeable and dedicated customer service professional with extreme experience in the collections industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate in both English and Spanish and results oriented. Brings extensive high-call volume experience spanning 7years of working with high volume of consumers. Superior computer skills and telephone etiquette. Motivated to directly and efficiently address customer concerns head-on.

EXPERIENCE

10/2019 TO 6/2021

MAXIMUS

CUSTOMER SERVICE REPRESENTATIVE III

Provided primary customer support to external customers in a fast-paced environment. Recommended best medical insurance for their needs. Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Worked all Spanish calls.

1/2018 TO 9/2019

CONSERVE

QUALITY SERVICE ASSOCIATE

Conserve is a contractor for the IRS

Investigated and resolved customer inquiries and complaints quickly. Maintained up-to-date knowledge of services provided. Met all customer call guidelines including service levels, handle time, and productivity. Educated customers about billing, payment processing and support policies and procedures. Worked both Spanish and English calls.

2

03/2017 TO 01/2018

MERCANTILE ADJUSTMENT BUREAU LLC

DEBT RECOVERY SPECIALIST

Worked in call center environment handling automatically dialed outbound calls. Used scripted conversations prompts to convey current account information and obtain payments. Maintained high volume of calls to meet demands of busy group. Delivered exceptional customer services on all calls while maintaining calm and professional demeanor in challenging circumstances.

Worked all Spanish calls

07/2016 TO 12/2016

TELETECH

LICENSED HEALTH INSURANCE AGENT

Reported policy changes affecting current customers. Adhered to health and prescription insurance products, delivery systems and claim systems. Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.

Displayed consistent, positive attitude towards customers, peers, and other personnel, even during high-stress situations.

12/2012 TO 02/2014

UNITY HEALTH SYSTEM

DENTAL SECRETARY

Assisted patients in completing all necessary forms and documents. Scheduled, rescheduled and handled cancelled appointments for new and existing patients, factoring in provider availability and scheduling loads.

Adhered to strict HIPPA guidelines at all times to protect patient privacy. Greeted over 30 patients per day.

Organized referrals to specialist.

Prepared claim forms for dental insurance.

3

SKILLS

Customer confidentiality Team Oriented and Cooperative Computer Proficiency

Billing Adjustment and Refund Multi-line Phone system Microsoft Exchange

Call Volume and Quality Metrics Understanding Customer needs Time Management

Building Customer trust Pro-active self-starter Strong Analytical and

Calm and Professional under Problem

solver

pressure

EDUCATION

01/2020 TO 6/202

MEDICAL BILLING

DIPLOMA

My GPA was 92%

ROCHESTER BUSINESS INSTITUTE

ASSOCIATES IN ARTS DEGREE

MY GPS WAS 90%

9/85 TO 6/86

4

STRATFORD BUSINESS SCHOOLL

DIPLOMA

Office Management

9/1982 TO 6/1984

Edison Technical High School

Diploma

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