Customer Service Representative
Resume:
Mrs. Yamilka Revilla
Killeen, TX 76549
Mobile: 912-***-****
Email: **********@*****.***
OBJECTIVE:
Dedicated and diligent professional able to creatively utilize problem solving, critical thinking, and effective communication skills in a variety of office settings. I am focused on goals and details that provide for the best customer service to all clients, reach goals and deadlines even in the most challenging situations. I am highly effective in creating and implementing innovative administrative processes to achieve business goals. Ability to accept and embrace changes within the current business environment.
HIGHLIGHTS:
Knowledgeable in the use of Word, Excel, Access, Power Point, and other computers programs.
Type 30+ words per minute. Bilingual in English and Spanish languages.
Energetic, self-motivated, eager to learn and learns easily, works well in a busy office, handling a wide variety of tasks.
10+ years successful experience in Customer Service with recognized strengths in conflict resolution, problem solving, researching, and planning. Team player, detail-oriented and able to handle multiple tasks.
WORK HISTORY:
09/2019 – 04/2020 -- Remote – Customer Service Representative
C3, McGregor, TX
Professionally handle a high volume of incoming calls.
Ability to utilize and navigate multiple systems simultaneously (CRM, Adobe Connect, RxNova/Argus, DIG Bot, Hod Vendor, EMME, Mentor).
Thoroughly and efficiently gather customer information, assess, and fulfill customer needs and educate customers where applicable regarding products and services listed above.
Strong computer & telephone multitasking skills including: the ability to effectively search for and type information on the computer, navigate through multiple windows and screens quickly, and inputting information accurately while keeping pace with the call.
Assisting potential new and current customer with eligibility requirements.
Explain program specific benefits to qualified approved applicants and existing customers.
Responsible for call disposition and account notes as required.
Ability to accept and embrace changes within the current business environment.
Estimate member’s out of pocket expenses for select procedures or services and explain member copayments.
Assist Medicare-eligible individuals in selecting the products and services that best meets their needs.
Answer questions related to coverage and annual changes on healthcare plans, pharmacy networks and drug formularies.
Responsible for call disposition or compiling and documenting customer information as required.
Ability to accept and embrace changes within the current business environment.
04/2019 – 08/2019 -- Remote -- Customer Care Representative
TTEC, Temple, TX
Assisting potential new and current customer with eligibility requirements.
Responsible for taking inbound calls from Medicare Part D members.
Running Test Claims to determine if Prescription is available to be shipped.
Helping customers with Lost Medications or Vacation Refill Needs.
Assist customers with Coordination of Benefits (COB) & Explanations of Benefits.
Responsible for Appeals & Coverage Claims.
Maintains working knowledge of the current state laws regarding fee structure, and HIPAA regulations as well as company policies and procedures regarding release of information.
Provide new customers with program specific information and application assistance.
Help customers with Premium Billing – General, as well Premium Billing Payments Options.
Maintains confidentiality, information security and ethical behavior when handling a Company and Medical Records information.
Research accounts and provide customer with New RX orders, Refills and/or Orders status.
Transfer customers to appropriate departments for further assistance.
Responsible for call disposition or compiling and documenting customer information as required. Ability to accept and embrace changes within the current business environment.
06/2018 – 03/2019 -- Sr. Customer Service Representative
GC Services, Copperas Cove, TX
Answer incoming telephone calls.
Provide call completion and/or alternate solutions for the caller.
Takes escalated calls to resolve and offer solutions to the customer.
Deal with all customer calls, despite the degree of difficulty, in a courteous and business-likefashion.
Provide excellent quality customer service and do everything possible to resolve matter to caller satisfaction, within client guidelines.
Adhere to Company attendance, punctuality, and meal and rest break requirements.
Maintain concentration and focus to meet performance goals.
Demonstrate the ability to handle pressure when attempting to meet deadlines and performance goals.
Maintain good working relationship with assigned supervisors and coworkers.
08/2008 - 06/2014 – Medical Support Assistant
Tripler Army Medical Center, Schofield Barracks, HI
Schedules and coordinates appointments for patients with various clinics, ensures all treatment requested by the physician has been scheduled and reschedules appointments when necessary.
Interviews new patients to the clinic. Worked effectively with staff to increase productivity.
Receives telephone calls and visitors. Verifies patients' eligibility for treatment (DEERS check, AHLTA, hospital card, etc.).
Maintains patient logs, retrieves, and files medical records; Completes and routes requests for patient activities and treatment procedures. Maintain administrative reports. (DEERS Check, AHLTA).
Establish inpatient record file folder. Maintain Patient status cards. Discharge patients. Conduct DEERS check to verify eligibility when patient has no proof of eligibility or ID card expired.
Established and maintained appropriate administrative files and ensures they are maintained in accordance with local policies.
Performs other support and clerical duties, such as, compiling data for reports, maintaining the waiting areas.
11/2004 - 11/2006 – Medical Support Assistant
Winn Army Community Hospital, Fort Stewart, GA
Keep track of patients’ appointments to help reduce the No-Show rate for the clinic.
Schedules and coordinates appointments for patients with various clinics and case managers, ensures all treatment requested by the physician has been scheduled and reschedules appointments when necessary.
Successfully interacted with patients, case managers, visitors, and co-workers.
Receives telephone calls and visitors. Verifies patients' eligibility for treatment (DEERS check, AHLTA, hospital card, etc.).
Performs a variety of receptionist, clerical and record keeping duties associated with patient care and treatment in one or several clinics responsible for a variety of medical services.
Uses electric or electronic typewriters and word processing software to create, copy, edit, store, retrieve, and print a variety of standard documents. (Word, Excel, Spreadsheets, etc.)
04/1998 – 08/2002 – Fuel and Electrical Systems Repairer
U.S. Army
Performs direct support and general support (DS/GS) maintenance on fuel and electrical systems of wheel and track vehicles, brake system components, and on internal combustion engines associated with power generation equipment or material handling equipment.
Fix governors, wiring harnesses, alternators/generators, starters, regulators and electrical control boxes, DC electrical motors.
Repairs air brake system components, hydraulic brake system components, and personnel heaters.
Supervises the inspection and troubleshooting of tracked vehicle automotive systems and wheeled vehicles; manages battlefield damage assessment and repair.
08/1994 -- 03/1996 – Customer Service Representative
Puerto Rico Telephone Company, San Juan, P.R.
Responsible for all customer inquiries and questions.
Always provides excellent customer service.
Follow up to customer inquiries by taking specific action in a timely manner.
Problem solve to help customers resolve issues on the first call.
Enters data from customers into various software programs.
Appropriately communicate with upset customers to resolve their inquiries.
Thrives as a team player in a fast-paced, high-energy, change-oriented environment.
Identify customers who are comparison-shopping and inquiring about contract terms.
Assisting the customer with the correct price plan.
EDUCATION:
Colegio Sagrada Familia, Coronal, PR
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