7 yrs Bill collections, 20 yrs Customer Service, 1 yr case management

STEPHANNIE VILLELA

Phoenix, Arizona • 602-***-**** • *****************@*****.***

Customer Service Representative

Organized, detail oriented, and conscientious self-starter who strategizes and prioritizes effectively to accomplish multiple tasks and stay calm under pressure. Collaborative team player and individual contributor with the ability to learn new skills quickly to support projects. Self-motivated and driven to consistently exceed expectations. Bilingual in Spanish and English.

Contract Negotiation Collaboration Communication Skills Case Management

Customer Service Dialing System Administration Peer Support

Office Skills Database Management Team Support Project Management

Professional Experience

Degnan Law Group, Phoenix, AZ 10/2020 – 2/2021

Receptionist / Legal Assistant

Supported team through all office and administration duties, including making copies, scanning documents, sending faxes, and drafting letters in English and Spanish. Answered and directed incoming calls using multiline telephone system. Researched conflict checks into database of clients and maintained paperless filing system. Received packages and mail, dispersed parcels, and shipped outgoing items for team of 5 attorneys and 2 paralegals.

Maintained security of team and office through screening and verifying visitors’ identification and credentials.

Ensured high quality of attorney documents through proofreading for proper grammar, spelling, and formatting.

Maximus Federal (contracted to General Dynamics), Phoenix, AZ 1/2015 – 2/2016 & 10/2018 – 2/2019

Customer Service Representative

Asked probing questions to determine service needs and accurately input information into electronic systems, escalating calls as needed to provide appropriate solutions. Communicated with customers via telephone and email. Stayed current on CMS regulations and policies, such as CUP and Desk to Desk.

Successfully completed ongoing healthcare training requirements.

Home Assist Health, Phoenix, AZ 9/2016 – 4/2018

Caregiver

Provided patient care, including recording vitals and assisting with bathing and dressing. Maintained healthcare records and charted daily progress.

Maintained and improved patients’ mental acuity and quality of life through conversations and reading aloud to patients.

Energy Saving Alliance, Tempe, AZ 6/2013 – 10/2014

Appointment Setter

Scheduled appointments and coordinated technicians’ calendars. Answered questions and providing customer support via phone. Performed data entry and maintained database.

Additional experience in various bill collection agencies.

Education

Associate of Arts and Sciences (AAS), Accounting, Phoenix College, AZ (in progress)

Business Technology Vocational Training Certificate

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