J TRINIDAD SANCHEZ

*** ***** **** ****** **** Allis, WI 53214

414-***-**** adx3eb@r.postjobfree.com

SUMMARY

Technically savvy and customer focused professional with over 5 years of extensive customer service and support experience, to include software and website support, product support, troubleshooting and resolution, and equipment support. Bilingual in Spanish and English. Wisconsin state License to sale health and accident insurance.

CALL CENTERS --- TECHNICAL ONLINE SUPPORT --- CUSTOMER SERVICE

KEY SKILLS

World-Class Customer Service

Technical Troubleshooting

Problem Solving

Helpdesk Support

Customer Order Fulfillment

Call Center and Operations

Technical User Support

Complaint Handling

Reports and Documentations

EDUCATION

Milwaukee Career College, Milwaukee, Wisconsin

DIPLOMA ~ PHARMACY TECHNICIAN (2013)

Lakeland College, Sheboygan, Wisconsin

BACHELOR OF SCIENCE ~ COMPUTER SCIENCE (2007)

MATC, Milwaukee, Wisconsin

ASSOCIATE OF ARTS ~ PROGRAMMER ANALYST (2003)

PROFESSIONAL EXPERIENCE

License

Life, Health and Accidents

Customer Experience Representative 08/01/2022-11/2022

Generac Power systems

Assist customer on the selection of product on our website

Trouble Shoot equipment using internal and external resources

Register generators and transfer switches with the purpose of insurance coverage

Investigate, explain, and solve any issue with promos and warranties

Asist customers to find part require for fixing equipment

Locate and investigate any delivery issue on parts and equipment on SAP

Review and investigate any cases on your name, under CRM

Response to any account issues by mail, phone, or chat

Answer the phones

Patient Portal Representative 09/09/2020-04/04/2022

Aurora Heath Care

Assist patients to reactive accounts and reset passwords for the portal (livewellaah.org)

Assist and guide patients how t schedule and troubleshoot their video visits on the portal

Create chats and help patients to register on the portal

Troubleshoot any issue relate with video visits appointments

Troubleshoot issues relate with labs test or other results not showing on the portal

Open tickets for any issues relate with results or issues with the web site

Troubleshoot proxys for accuracy

Response to any account issues by mail, phone, or chat

Answer the phones

Universal Bilingual Customer Service

US Cellular 06/11/2019-6/24/20

Responsible for handling bilingual consumer and business customer calls with the highest standard of professionalism and courtesy, addressing customer issues, and ensuring company standards are met on every call.

Proactively identifies customer needs by review customer accounts and inquires to develop product/services solutions to retain and grow the customer’s relationship. Leverages the relationship with the customer to deescalate situations.

Troubleshoots wireless data, device and network problems for customer that may include the switch, voicemail, mobile data, network functionality and other systems.

Work with other USCellular associates, departments and functions in a professional courteous and collaborative fashion. Maintains strong knowledge of all company products and services, including handsets, accessories, pricing, plans, promotions, and service features.

Demonstrates strong selling, negotiation and closing skills by positioning the value of wireless services and products to new and existing customers.

Demonstrates the ability to work with multiple computer applications and the same time, while maintaining strong engagement and connection with the customer.

Participates in marketing efforts to solicit new business, with the possibility of outbound calling if/when necessary.

Customer Services Sr (Collections) 03/2018-10/2019

Kohls Corporate

Assess customer issue through asking probing questions

Listen for clues to tailor the interaction and better serve the customer

Builds customer confidence through creative problem-solving

Recommends appropriate solution for the situation

Applies available resources to satisfy customer needs

Negotiates win-win resolutions on the first contact

Delivers a consistent customer experience through attention to detail

Builds strong customer relationships through delivering excellent customer services

Takes ownership of the customer experience

Adapts service approach to meet customers’ unique needs

Strengthens customer commitment through delivering positive outcomes

Applies policy and procedure accurately

Performs job duties with high degree of accuracy

Consistently follows compliance guidelines

Documents customer interactions for efficient resolution

Account Follow up Specialist-Bilingual 01/2018-03/2018

HealthWise Professional

• Follow up on all outstanding accounts, third party and self-pay using aging and reports for designated split of accounts and needed to gain resolution.

• Assist in maintaining demographic and insurance information of patient accounts.

• File claims with EOBs from primary payers.

• Appeal in writing claims that have been processed or paid incorrectly

• Identify denials and re-submit claims for prompt resolution.

• Prepare A/R reports of problematic claim situations for individual physician review.

• Follow Medical record, privacy and HIPPA policies. Maintain patient confidentiality.

• File secondary claims with EOB's from primary payers

• Appeal inaccurately processed claims.

• Check the status of unpaid claims, correct/transfer/work, and re-bill when necessary.

• Work denials and recoup requests by appealing the decision or adjusting the account appropriately to achieve resolution.

Account Follow up Specialist-Bilingual 01/2017-05/2017

Sixteenth Street Community Health Center

Follow up on all outstanding accounts, third party and self pay using aging and tickles reports for designated split of accounts and needed to gain resolution

Assist in maintaining demographic and insurance information of patient accounts

Verify insurance coverage and primary provider selection when required

Check the status of unpaid claims, correct/transfer/work, and re-bill when necessary.

Work denials and recoup requests by appealing the decision or adjusting the account appropriately to achieve resolution.

Maintain good customer service when discussing patient account information face-to-face and over the phone.

Assist patients with billing questions and collect balances or set up payment plans for patients where applicable.

EBO Customer Services Rep—Bilingual 06/2016-9/2016

State Collection Services

Make and answer calls in the name of the client in order to resolve billing and payment issues utilizing establish work queues and call pools as necessary.

Response to request for information by patient/account holders in a professional, through, explainable manner

Acts to gain payment or arrangement of payment on behalf of the client as appropriate

Follows client specific protocols and policies when carrying out duties

Investigate and responds to client enquiries as needed

Enter and monitors payment arrangements

Enters and update data and dispositions regarding patient accounts accurately and on a time basics

Send and process correspondence in a complete, accurate and timely manner

Adhere to all FDCPA, FCRA, HIPAA and other applicable laws

Verifies balances and other patient account data with clients as needed

GLOBAL SUPPORT SERVICE REP-Bilingual 12/2014-07/2015

JDA Software Group Inc

•Create case tickets, follow up with customers, and direct caller to the corresponded analyst according to specific products.

•Take inbound calls regarding website, portal and software support issues

•Act as primary bilingual support for Latin America clients

•Add and update account information, contacts and various software products purchased to a customer account

•Authority to add and update computer and access privileges to clients to get access to the JDA Reportal Support Web Site

BILINGUAL CUSTOMER SERVICE SPECIALIST 7/2010-8/2014

RESTAT, a Dohmen Company

•Provide quality customer services to our customer, clients, pharmacies, and patients information on patient and pharmacy eligibility, benefits interpretation, claims status and drug coverage.

•Proper and confidentially handle protected health information for members, performs research via internal-department correspondence and follow-ups.

•Assisted with website navigation and technical assistance.

•Enter prior authorizations and claim blackouts on ScripWise and call tracking notes on RePortal, perform other special projects, training and tasks as assigned.

OPERATION PRODUCTION ANALYST I/TECHNICAL SUPPORT REP 7/2009-12/2009

Fidelity National Information Systems

•Troubleshoot real time problems related to ATM/POS/Processor links using Tandem tools, data communications equipment, and appropriate support staff to determine resolutions.

•Monitor ATM and processor switches to ensure proper transactions flow and connectivity on Tandem platforms. Document all problems via lotus notes, remedy or CMS.

•Review all assigned documentations regarding monitoring of the switch, perform daily checks of the switch/systems to ensure there are no unseen problems.

•Provide first line customer service, handling all calls from customer, handle incoming call; ensure problem communications with thorough turnover issues, follow all internal and external escalations procedures as defined in online escalations and other sources.

•Assume ownership of all customers called until they are satisfied resolution or ownership will turn over to the proper contact for the right and fast solution.

CUSTOMER SERVICES/HELP DESK TECHNICAL SUPPORT 1/2007-7/2009

Fidelity National Information Service

•Processing first and second level support, problem analysis, identification & resolution to customer inquiries and CSR staff in the contact center.

•Handle incoming calls regarding customer accounts, benefits schedule and balance inquiries. Troubleshoot equipment and download software needed for merchants to proper used EBT equipment.

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