Customer Service Experience, Data Entry

Joselyn Rucker

**** ********* *****, ************, ** 904-***-**** adz6f8@r.postjobfree.com

Experienced customer service professional with over 13 years of expertise in delivering exceptional service in both English and Spanish. Utilizing strong listening skills and attention to detail, I am dedicated to enhancing the customer experience.. Effective in providing support for individual and team chat queries. Assist in customer service escalations professionally both verbally and written for all clients, provider, and patients.

Key Contributions

Bilingual Speaker (Spanish) Customer Service experience

Keyboard accurately 70 wpm Keystroke accurately 12000kpm Appointment Scheduling

Data Entry

MS Word and Excel

Professional telephone techniques

Excellent Organizational Skills

Trainer/Team Lead

Professional Experience

Medical Service Coordinator II One Call Jacksonville, FL Present

Trained and proficient in intake within all company departments/teams.

Data Entry, Transmitting information from documents & verifying information

Cross trained in areas of the business to be able to support business needs.

Trained multiple new hires by teaching new skills and knowledge to employees.

Recommended multiple system enhancements that improve process efficiency and enhances the customer experience.

Assisting other associates in processing, problem solving, and other various scheduling needs.

Audit PMA files for Intake accuracy and address errors with management to get addressed with team.

An escalation point to help addresses complex client inquiries and help resolve the more difficult concerns.

Works independently to address routine and complex client inquiries for one or more service lines.

Utilizes multiple software systems in accordance with HIPPA to document and obtain information for inquires.

Perform extensive research, analyze, and provide resolutions to inquiries assigned by management.

Meet or exceed KPIs established for role.

Care Coordinator I, Team Lead Align Networks Jacksonville, FL April 2016-Present

Trained and proficient in intake within all company departments/teams.

Serves as a primary contact for coordination of care of referrals and patient needs, from Clients, Providers and Patients.

Input referrals from Clients, Providers and Patients and ensures accurate entry of contact information.

Process a high volume of patient’s inquiries about One Call products and services.

Help Group: Assist, provided guidance and/or mentoring to less experienced coordinators.

Troubleshoots the caller’s problems, identifies the problem, and uses tool/resources appropriately to solve problems.

Equeue/AMS/Faxes: Organize workload, queue, and time to ensure follow up on items are done timely and appropriately.

Navigate multiple software systems as appropriate to document and/or obtain information for inquiries.

Meet or exceed KPIs established for role.

PREVIOUS WORK HISTORY:

Allstate: Bilingual Customer Service Rep, Jacksonville, FL

Stericycle: Bilingual Customer Service Rep, Jacksonville, FL

Convergys Corporation: Bilingual Customer Service Rep, Jacksonville, FL

Education

Florida State College of Jacksonville, Working on AA degree.

Kinnick High School, High School Diploma, May 2005

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