Service Representative Customer
Resume:
Mary E Valdez Lopez
Expert Communicator
San Antonio, TX 78227
****************@*****.***
I am confident, outgoing, highly motivated, and I strive for my best in all that I do. Encouraging my co- workers, being willing to help, I am a team player because teamwork is the best way to achieve. A born leader with the ability to make decisions on my own with confidence. My communication skills are excellent, with over 15 years of professional experience in customer service, sales, and marketing.
Experience handling cash & credit, billing, payments, and performing accounting (10 years). Proficient in operating computer systems, using 2 or more monitors, a "new" virtual telephone with a headset, communicating without using hold time, accessing vendor portals, performing research, websites, operating 6+ applications simultaneously to verify and access information, and using the updated records for procedures, while talking to my clients, emailing, and making outgoing calls.
(multi-tasking is second nature)
Problem-solving, attention to detail, active listening, and asking probing questions to find the best resolution, and always using positive word choices, help me gain my customers' trust and loyalty. I desire a position that will challenge me with opportunities for growth within the organization. I am a lifetime learner and I welcome change.
Authorized to work in the US for any employer
Work Experience
Healthcare Customer Service Representative
Evolent Health - Remote
September 2022 to Present
Remote position utilizing Microsoft Teams to communicate with Team Leads and Supervisor. High Volume Call Center for members and providers. Worked on marketplace insurance and Medicaid plans. Identify evaluate and understand members and providers needs and consistently provide complete and accurate advice and solutions.
Provide detail issue diagnosis while minimizing transfers, escalations and callbacks. Navigate multiple system/programs while maintaining and engaging member interaction that occurs across multiple channels.
Medical Terminology
Understanding claims, eligibility, insurance and provider contracts. Response to customer questions, analyzes problems and provides information/ solutions. Operates a PC/ image station to obtain and extract information; documents information, activities, and changes in the database. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Customer Service Representative
Acro Inc - Remote
January 2022 to September 2022
Temporary to hire for Evolent Health. Call Center, helping members with benefits and claims. Providers with services, eligibility, benefits, prior authorizations, utilization management and claims. Customer Service Representative
HomeTeam Pest Defense ( Randstad Temporary Employment) - San Antonio, TX September 2021 to March 2022
Call center providing excellence in customer service. Schedule pest defense services at customer homes between the client and installers using formats of telephone, text and email. Create technicians daily schedules with work orders for each home in their assigned location in San Antonio, Texas. Government Division, Benefits Advisor/ Customer Service Representative Anthem, Inc - Fond du Lac, WI
April 2019 to July 2020
Responsible for successfully completing the required 6 weeks Medicare training. Able to perform basic job functions with help from co- workers, specialists, and managers on non-basic issues. Must pass the appropriate pre-employment test battery. Primary duties may include but are not limited to Response to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims. Analyzes problems and provides information/ solutions. Operates a PC/image station to obtain and extract information; documents information, activities, and changes in the database. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Medical Terminology. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Researches and analyzes data to address operational challenges and customer service issues. Provides external and internal customers with requested information. Receives and places follow-up telephone calls/e-mails to answer customer questions that are routine in nature. Uses computerized systems for tracking, information gathering, and troubleshooting. Requires limited knowledge of company services, products, insurance benefits, provider contracts, and claims. Seeks, understands, and responds to the needs and expectations of internal and external customers. Required to meet department goals and expectations.
WHO:
• Handle 65+ customer calls per day using professional and positive communication, assisting patients with insurance-related questions.
• Achieve a 95% average customer satisfaction rating per month/quarter, minimizing escalations by 35% monthly.
Authorized to work in the US for any employer
Proficient in all of this software:
Facets, Citrix, Macess, Health edge, Salesforce, Butterfly HE, Compass, Blue Squared, Shelf, Knowledge Management, Medical Terminology,
Share Point, Peachtree, Ink soft, Adobe Suite, Indesign, Photoshop & Illustrator, Microsoft Excel, Word, Outlook,
PowerPoint, Access, Vendor's Portals, and more..
Sales, Industrial Lighting Specialist
ME Bulbs - Plymouth, WI
March 2018 to March 2019
Seling industrial lighting to businesses and organizations. LED bulbs & Fixtures plus all replacement bulb needs.
• Cold calling businesses and organizations, creating face-to-face opportunities with decision-makers, create quotes & sales orders. Remote home office. Work independently, all sales management in Fargo North Dakota.
Became a trade ally with Wisconsin Focus on Energy Development to offer my customers small or large business tax incentives and upgrade to LED product rebates • Enjoy meeting new people, problem- solving, being creative, and making new friends. Networking. Corporate Apparel Sales Associate, Purchasing & Buyer Mountain Promotions, LLC & Vinyl Graphics, LLC - Oostburg, WI September 2016 to October 2017
Corporate Apparel Sales. Selling & branding, screen printing, embroidery, and promotional products to schools, universities, sports teams, organizations, hospitals, churches, corporations, counsels, and political groups offer imprinted branded apparel to their team, groups, or employees and may require it to be worn to the workplace or meetings. I provided clothing consultation on fabrics, what's new to the industry, required, or in-demand, and what their competitors were required to be wearing. Project Management, Trainer, and Purchasing & Buyer of all the products ordered to be manufactured outside our facility. Responsible for all of the retail CARHARTT apparel and products to be kept in inventory on- site, set up displays, merchandise and have PRODUCT knowledge of the INDIVIDUAL uses of the items and apparel.
Answering the telephone, greeting walk-in customers, composing and responding to digital communications and emails. Responsible to create quotations outlining the considered items and item prices or cost to customers for products to be ordered out. Collect a deposit from a first-time customer. Schedule the digital Logo artwork, deadline, proof art with the client, at times press proofing was necessary (ink color on colored fabric), entering sales orders, ordering inventory, scheduling production, and providing shipping directions and addresses, and quality checking all manufactured products prior to delivery, check that the shipping address or addresses and quantities are printed accurately and submitting to the correct carrier. Created all purchase orders and assigning P.O.#s then paying any required deposits, submitting deposit receipt with the numbered purchase order via email, their website, or sending FAX. Buyer of retail. Creating customer invoices or receipts (a record), excepting payment, collecting payments, and reconciling cash register and credit card reports. Education
Diploma in MIG Welding
Fox Valley Technical College - Oshkosh, WI
August 2014 to June 2015
Associate in Science (AS) in Applied Sciences
Fox Valley Technical College - Appleton, WI
May 1998 to June 2000
Skills
• Microsoft Office (10+ years)
• Supervising experience
• Medicare Insurance (2 years)
• Mechanical knowledge
• Insurance verification
• Benefits administration
• Citrix
• Administrative experience
• Leadership
• Welding
• Microsoft Outlook
• Sales
• Prepress
• Assistant manager experience
• B2B sales
• Quality control
• Business development
• Telemarketing
• Negotiation
• SharePoint
• Customer service
• Help desk
• Time management
• Relationship management
• State Medicaid Insurance (2 years)
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