CSR, Operate Autonomously, Billing, Payroll, Administration, Data.

MARINA RODRIGUEZ

BILLING ANALYST CUSTOMER SERVICE ADMINISTRATOR

Email: Mobile: LinkedIn:

***************.**@*******.*** 281-***-**** https://www.LinkedIn.com/in/marinar090 PERSONAL SUMMARY

Persistent ENTERPRISING individual, looking to act as the first line in defense for customer conflict. Following company guidelines, providing high-quality service. RESILIENT while maintaining ability to work INDEPENDENTLY and ACCOUNTABLE for individual results. Always looking to leverage TECHNICAL skills to improve analyses. And naturally inclined to troubleshoot issues and resolve challenges. CAREER EXPERIENCE

WALMART INC. October 10, 2021 -January 27, 2023

Billing Analyst REMOTE HOUSTON, TX

• Responded to handling customer complaints and inquiries EMPATHETICALLY and professionally in a timely manner.

• Dedicated to resolving customer issues immediately and accurately to avoid callbacks for the same problem.

• Assisted with transactions, memberships, OVERRIDES, (RRR) returns, refunds, replacements, tracking orders, authorization holds, cancellations, and payments/billing.

• Created INCIDENT REPORTS with the proper templates via calls/emails/online chats.

• Assessed each customers situation thoroughly, resolving questions related to charges.

• FRAUD detections, disputes, account breaches, CLAIMS and appeals.

• Conducted workload assessments and devised new operational processes that led to a 40% increase in productivity.

• Working with various software (Outlook, Microsoft Word, VCC/CCA, Jira and KB Articles). GoBrands Inc. February 01, 2020 – January 01, 2022 Delivery Driver Houston, TX

• Loaded, unloaded, and inspected packages, staying in open communication with DISPATCH teams to keep customers updated on delivery times and schedule changes.

• Transported materials to business hubs and customers located throughout various areas in the city of Houston.

• Complied with established company policies, procedures, and DOT REGULATIONS to maximize road safety.

• Articulated a MARKETING technique for potential growth by creating flyers to place in packaging.

• Ultimately GAINED a significant number of orders causing HR to place a referral program in effect for hiring 15 new drivers.

PARALYZED VETERANS OF AMERICA January 01, 2015 – January 01, 2020 Home Health Aide SAN JUAN, PR

• BUILDING TRUST and inspired patients with emotional and moral support.

• Transported patient to and from medical APPOINTMENTS and to complete errands.

• Monitored patient VITAL SIGNS and reported changes to review treatment regimens.

• Bathed, groomed, dressed, fed and assisted heros with mobility restrictions, providing safe transition into and out of bed, automobiles or wheelchair.

• Administered medication and assessed WOUND CARE to prohibit infections as well as educating family on wellness support, safeguarding patient privacy with stringent adherence to HIPPA PORTOCOLS.

• Thus, eliminating the amount of urgent care intake by 25%.

• Preparing meals changed bed linens, cleaning house and disinfecting rooms regularly.

• Remained calm and maintained professionalism during times of high emotional stress. Fusion Apparel June 01, 2009 – October 01, 2014

Assistant Manager GREENSPOINT MALL, HOUSTON, TX

• PROCESSED INVOICES for goods and services provided by various vendors.

• PROMOTED to Assistant Manager at the age of 19, taking over all retail responsibilities after only 6 months of employment.

• Supervised and reviewed work performed by staff, ranging from 18 - 24 employees. Eventually expanding to open up 3 more stores in surrounding areas of Texas.

• Acted as a liaison, negotiating lower cost on merchandise.

• Data spreadsheets, invoices, and AUDITS.

• PAYROLL and assigned schedules.

• Trained staff to market through social platforms generating a routine of sales for an event every Saturday.

• Managed INVENTORY

• Cashier/Sales

TOPP July 01, 2007 – March 01, 2009

Bookkeeping HOUSTON, TX

• Observed all local, state and federal requirements to reduce corporate risk.

• Calculated amounts due, interest charges and balances, collecting data from various sources to prepare accurate bank deposits.

• Prepared FINANCIAL REPORTS and trial balances for costs on alcohol beverages and food expenses.

• Estimated taxes based on revenue sales.

• Maintained current, accurate and compliant bookkeeping records to keep the organization finances in good order.

• Performed a variety of ADMINISTRATIVE duties.

EDUCATION

MACARTHUR HIGH SCHOOL DIPLOMA August 08, 2004 - May 25, 2008 AREA OF EXPERTISE

• Maintaining positive business relationships to ensure future sales.

• Recognized for RESOLVING disputes, INCREASING higher than before percentage rates in customer SATISFACTION.

• ANALYTICAL & well-organized professional who is equally at ease working alone or in a group.

• QTIP technique (quit taking it personal). When a customer is irate it’s safe to say they may be having a bad day. As a Resolution Specialist, it is important the call can make their day better by resolving the issue at hand.

PERSONAL SKILLS

• Collections Processing

• Inventory Management

• Access Software

• Accounting and Financial

• Management

• Invoicing and Billing Processing

• Financial Data Entry

• Administrative Support

• Compassionate Caretaking

• Budgeting

CUSTOMER SURVEY REVIEWS

Nov. 22, 2022, 1:06 PM

Issue: Resolved

Marina is a very valuable asset to your company. She has excellent communication skills and went above and beyond to assist me with my issue. She needs to be in management for sure.

• Knowledgeable

• Focused on my needs.

• Friendly

• Speedy

• Patient

Nov. 23, 2022, 7:10 AM

Issue: Not Resolved

She was awesome and did what she could. My experience with this company in general has been very opposite!

• Friendly

• Focused on my needs.

• Patient

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