VERONICA ESTRADA

*** **** ***

Chula Vista, CA **911

619-***-****

adrdda@r.postjobfree.com

PROFESSIONAL SUMMARY

Highly motivated customer service specialist with over 15 years of professional experience in fast-paced, team-based environments and eager to apply skills and experience in office administration. Well-versed in customer support in high call volume environments, proficient computer skills and telephone etiquette. Energetic with strong time management skills who thrives in a dynamic environment. Successful at troubleshooting and handling customer support issues in a timely manner.

RELEVANT SKILLS

●Proficient computer skills

●Quick learner

●Strong client relations

●Credit card processing

●6 multi-line phone talent

●Medical terminology knowledge

●Certified Veterinary Assistant (CVA)

●Training Committed to quality assurance

●HIPAA Regulations

●Prescription drug labeling

●Pharmacy law knowledge

●Strong attention to detail

●Team player

●Organized

Exceptional communication skills

WORK HISTORY

CSR, South County Pet Emergency and Specialty Chula Vista, CA March 2022- June 2022

Welcoming clients and determining the nature of the visit to the hospital

Entering clients/patients into practice software program

Accessing/modifying patient records and processing record transfers

Invoicing and taking deposits for services rendered

Use positive customer service skills for client and staff communication

Responding to client needs typical for emergency hospital services

Providing specialty paperwork/forms to clients for financial arrangements and emergency care

Mastering computer knowledge of practice software

Utilizing standard office/business equipment

Maintaining, developing, and editing client records, profiles, invoices and estimates

Documenting specialized information regarding client information into databases

Patient Service Rep., Sharp Healthcare San Diego, CA Nov 2021-Feb 2022

High Volume Call Center Collaboration

Supports the team and organizational decisions and displays a positive attitude and professional demeanor.

Demonstrates initiative by utilizing time effectively, assessing situations for appropriate action, and offering to help others with routine and special tasks.

Provide prompt, accurate, and excellent customer service to internal and external customers utilizing the established quality standards.

Actively listen and appropriately evaluate the customers' needs and respond to established policies and procedures.

Directs caller to appropriate service within SRS or SHC whichever is appropriate.

Work collaboratively with site partners to accomplish patient needs in an efficient manner.

Demonstrates effective teamwork with coworkers to provide positive outcomes for patients, internal and external customers as well as peers.

Quickly and easily adapts to changing business needs with no intervention from leaders and will encourage others to accept and adapt to the change.

Schedules appointment with the correct visit type according to the scheduling guidelines.

Offers alternative options to patient to enhance patient perception of improved access to appointments.

Updates patient demographics, appointment site location and verifies any collector codes.

Demonstrates ability to navigate with ease and in way that is transparent to callers in Advanced Web to schedule appointments.

Creates tasks that are clear and concise and sent with appropriate level of priority without errors or assistance.

Follows scheduling guidelines to ensure appointments accurately scheduled and appropriate options are offered.

Screens and directs phone calls, relays accurate and complete messages. Utilizes good grammar, spelling and approved abbreviations. Provides accurate and helpful information.

Knowledgeable of and utilizes scheduling downtime procedure.

Follows call management guidelines for all calls received.

CSR, Mission Janitorial and Abrasive Supplies San Diego, CA Oct 2015-Dec 2017

●Assisted customers in the purchase of products in person, by phone, or email and in cash or card form.

●Provided customers with product information and quoted cost estimates for requested items.

●Processed daily and monthly orders for regular customers.

●Coordinated with the accounting department on invoicing and shipping problems.

●Investigated and resolved customer inquiries and complaints in a timely and empathetic manner.

●Performed clerical duties including operating a multi-line phone system, data entry, and merchandise inventory.

●Trained and supervised new employees.

Intake Specialist, Solara Medical Supplies Imperial Beach Pharmacy CA Imperial Beach, CA Feb 2015-Sep 2015

●Conducted intake for new referrals, verified various insurance coverage, benefits, and eligibility.

●Processed and packaged new orders for shipment.

●Provided an elevated customer experience to generate a loyal clientele.

●Coordinated with the accounting departments on invoicing and shipping problems.

●Managed patient database.

CSR, University Compounding Pharmacy Hormone Therapy San Diego, CA Apr 2012-Jan 2015

●Processed 600-1200 monthly orders.

●Responded to 30-100 calls daily to address customer inquiries, resolve problems, and provide new product information.

●Provided customers with information about prescribed medicine and accurately explained details and care.

●Processed 60-120 prescriptions and verified insurance daily.

●Directed calls to appropriate individuals and departments using a multi-line phone system.

●Built long-term customer relationships and advised customers on purchases and promotions.

EDUCATION

Certificate, Veterinary Assistant, Pima Medical Institute, Chula Vista, CA 2008

Diploma, Castle Park High School, Chula Vista, CA 2007

Certificate (Sales, Retail) Regional Occupation Program Chula Vista, CA 2007

Department of Rehab, Paid Internship as CSR Chula Vista, CA 2021

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