Leticia Pouge

Call Center Supervisor in Medical or Industrial

Houston, TX 77035

adv878@r.postjobfree.com

+1-469-***-****

· A Team leader with over 20 years experience in varied positions such as Customer Service, Call center Management, Healthcare services with exceptional skills in Quality Assurance and Coaching. I am seeking a career opportunity within the healthcare industry with a growing company that rewards performance and offers career advancement. Authorized to work in the US for any employer

Work Experience

Event Coordinator/CSR

Ladie Ink Booking

March 2008 to Present

· Handled inbound calls for clients interested in booking artists for showcases in state and out-of-state.

· Family business owned since March 2008

· Assisted the family business in between jobs (if applicable)

· Worked full-time 03/08-08/13, now fill-ins only

Customer Support Specialist

Apple One Sourcing - Houston, TX

June 2022 to January 2023

Handled inbound calls from customers needing utility services for electric, water and trash. Assisted customers with payments, deposits, start service, transfer service, stop service and financial assistance plus case load investigations.

Supervisor

4 Consulting LLC (CONTRACT) - Houston, TX

August 2021 to December 2021

· Assisted 10-15 agents per day on my team with attendance, timesheets, time-off requests plus training

· Handled multiple spreadsheets for daily activities of agent’s daily assignments

· Assisted training agents on new systems

Supervisor

4Ci Consting - Richardson, TX

August 2021 to December 2021

Handled 15-20 agents with Virginia Employment Commission, listened to daily calls, coached agents on quality, time-off schedules, weekly meetings and trained agents on new software plus handled suicide callers as well.

Customer Experience Specialis

TTECH/Percepta (CONTRACT) - Houston, TX

April 2019 to November 2020

· Handle inbound and outbound calls to Ford customers, Ford Certified dealerships assisting our customers with service repairs.

· CXS assist with case resolutions for part issues, vehicle refunds, ESP coverage and Buybacks for Non- California or California.

Customer Care Specialist

TELETECH/UHC

October 2017 to February 2018

(CONTRACT)

· Handled inbound calls for members, doctors, social worker for member services, benefits, payments for premiums and additional plan information for our clients who are enrolled in Medicare Part A, B, C and D. Customer Care Representative/xerox-conduent

CVS

December 2016 to September 2017

· Handled inbound calls for mail order service for CVS Caremark

· Assisted members with refills and new prescriptions

· Assisted members with updating HIPPA information, email, payment history and web issues. Enrollment Specialist

REPUBLIC SERVICES - Houston, TX

September 2014 to December 2014

· Handled inbound residential, commercial and industrial accounts for waste management services.

· Assisted with missed pick-ups, bulk trash, recyclable trash, cart pick-ups, roll-offs and business trash. Home Health Aide-supervisor/ Care.com

Independent contractor

March 2013 to June 2013

· Independent contractor for home health aide provider for clients ranging for private basic care, bathing only of clients, medication administered technician and personal errands for the client.

· My last client passed away and I changed career fields. Concierge-dispatcher-supervisor

BANK OF AMERICA - Dallas, TX

November 2009 to April 2010

· Handled inbound calls for BOA home loans, refinancing, new purchases, home equity, foreclosures, and home retention assistance with current customers and non-customers.

· Transferred customers who qualify for Making Homes Affordable program through ObamaCare with payments, online technical support and other services qualified customers.

· Assisted 10-15 agents on my team daily with ACH, timesheets/attendance, coaching and monitoring daily assignments.

Csr, Trainer & Supervisor

US MINT & DISCOVERY CHANNEL - Plano, TX

September 2008 to January 2009

• Handled inbound calls for US Mint for coin collectors, new products online, billing, refunds, tracking orders, lost shipments and accounts payable.

• Handled online orders for Discovery channel for online orders, shipments, payments and back orders plus services such as gift wrapping.

• Assisted 15 agents with daily assignments, coaching on calls handled, time-off requests plus monitoring calls.

• Completing spreadsheets on agents daily production and training on new systems plus products.

• Assisted trainer while other trainer was on maturity leave, trained 20-30 agents on computer programs for the assignment hired for.

Csr-medical Verifier-supervisor

HMS - Dallas, TX

October 2007 to June 2008

• Handled inbound calls for medical management companies with Department of services in ALL states to verify medical coverage.

• Assisted with updating plans range, start/discontinued dates and current policies.

• Assisted 10 agents on my team with verifying batch work completed for daily assignments.

• Assisted agents with verification process when needed plus handled calls from Medicare and medicaid when needed.

Education

CERTIFICATE

CITY COLLEGE

December 2002 to September 2003

LICENSED COSMETOLOGIST in Cosmetologist

SAND SPRINGS BEAUTY COLLEGE

July 1994 to November 1995

GED in program plus

TULSA VO-TECH

December 1989 to February 1990

Skills

• HEALTHCARE SERVICES

• My skills in healthcare range from Medical Insurance Management, Healthcare Benefits, Late Enrollment Penalties, Healthcare Plans, Payments on monthly premiums, Specialty Medication, Tiering and Mail order Pharmacy. CUSTOMER SERVICE

• 28 years Customer service and call center experience covering multiple industries such as Cable, Insurance, Online orders, Coin collection, Electricity service and Data entry. professional SKILLS

• Excellent Customer service skills

• Team player, Great attention to details, Excellent Time Management,

• Microsoft Office Tools

• Good communication and presentation skills

• Medicare, Medicaid and healthcare verification.

• Accounts payable management Leadership

• Team lead, QA, Coach, Supervisor and Trainer to assist with navigating through company system

• Medical Management

• ACH

• Event Planning

• Case Management

• Medical terminology

• Medical records

• Medical billing

• ICD-9

• CPT coding

• Customer support

• Windows

• Hospital Experience

• Salesforce

• Typing

• ICD coding

• Documentation review

• Conflict management

• Accounts receivable

• SharePoint

• HIPAA

• Medical Coding

Certifications and Licenses

Ford Certification

Driver's License

CPR Certification

Assessments

Teamwork: Interpersonal skills — Familiar

December 2021

Responding to challenging team situations at work

Full results: Familiar

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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