Customer Service Representative
Resume:
Joanna Mendoza
Albuquerque, NM *****
***************@*****.***
Hard working bilingual individual with over four years expirience in a fast place consulting environment. I work well under pressure and have the exceptional ability and talent of handling time management. I am experienced in Microsoft and dental software such as Ortho 2, excel spreadsheet, HRP, Facets, and Support Point with excellent communication and organizational skills. Authorized to work in the US for any employer
Work Experience
Presbyterian Customer Service Represenative
Presbyterian Healthcare Services-Albuquerque, NM
November 2022 to Present
As a certified bilingual customer service representative I have become an expert at performing in a timely matter and communicating with leadership via teams, emails and phone calls regularly. My job duties are listed but not limited too:
• Managing incoming calls and customer service inquiries for both members and for our provider care unit. I am able to provide customer service support and receive/respond to public inquiries. Addressing all concerns, answering questions about referrals and assisting each person with their needs is my specialty.
• Being a part of Presbyterian has allowed me to grow and be trained in multiple lines of business which has added multiple task that I am able to grow in daily. I am currently fully certified in receiving and assisting with Spanish callers, I am fully trained in customer service for medicaid, commercial, medicare members and Provider Care Unit for all lines of business.
• I assist daily with DME Companies such as Apria Home Health Care and HME Specialist. I also work daily with Care Coordination who assist in Home Health Care needs.
• I am able to review benefits with members, provider offices and third party callers. This includes me using basic math to calculate and provide copayments, deductibles, coinsurance and out of pocket maximum information.
• Offline work including OCR Reports and Secure Messaging which has allowed me to manage my time properly and adapt to a fast past environment.
• I assisting in y-jacking training with new hires, which allows new hires to view my two screens and multiple systems to learn the importance of the position they are being trained in. I demonstrate the ability of the importance of typing 40 wpm or more, having attention to detail, and ability to multi task.
• I also have the honor of being my team's PPEC Champion. This allows me to work well under pressure and be a positive example.
• My overall goal is to be able to assist all members and providers with a once call resolution system. Presbyterian Centennial Care Temp
Select Staffing-Albuquerque, NM
July 2022 to November 2022
As a customer service representative my overall goal and job duty is to assist all members who are insured through Presbyterian Centennial Care to the best of my ability.
• My duties include but are not limited to assisting members needs, issue resolutions, assisting in rides, educating members on their coverage and benefits.
• Ensuring all members are being assisted and educated properly, finding primary care physicians, mailing out identification cards for members.
• Ultimately resolving their question or issue with a one call resolution system. Treatment Coordinator
ABQ Orthodontics-Albuquerque, NM
January 2020 to July 2022
I began my work experience at ABQ Orthodontics as a scheduling coordinator and in August of 2020 I got promoted to treatment coordinator shortly after. As a treatment coordinator my job is to create a comfortable first experience for new and existing patients.
• I provided patients with a thorough explanation of the orthodontic procedures from the beginning to end. I also maintain ongoing post-visit communications with patients.
• Maintaining strong relationships with all patients and dental staff is an important every day role, Along with verifying insurance and increasing my computer skills.
• I received a secondary promotion within those 7 months and became a clinical assistant where I provide clinical care, conduct exams chairs side and collected basic information for my patient, parents and the doctor.
• It is my job to educate each patient to make them feel safe and understood. Cashier, Sales Associate, Manager, Shift Lead
Forever 21-Edmond, OK
October 2016 to October 2019
As a cashier and sales associate I learned money handling skills which came hand in hand with basic accounting skills. I learned communication and customer services skills, because I worked directly with customers I had to learn the proper way to provide customer assistance especially with the difficult customers.
The thing I found most important while being employed under Forever 21 is the knowledge of products and services. As a sales associate I had to learn specific products and produce enthusiasm with each product when working with a customer.
Recreational Leader
West Gate Community Center-Albuquerque, NM
May 2014 to May 2016
As a Recreational Leader I gained the opportunity to gain excellent coordination, supervisory, and leadership skills. I was able to use my strong planning and organizational skills. I was able to plan, lead and assist in any daily activities at the center.
• Taught and instructed pre-school through high school aged children and ensured safety.
• Built rapport with customers of West Gate Community Center to satisfy family needs
• The many duties I completed include, but are not limited to: answered the office line, returning emails in a timely matter, used a computer software to register family data, and scheduled with Word, Excel, Powerpoint. I had the ability to work with computers and maintaining records of what was needed.
• Provided supervision to ensure the safety and well-being of children.
• Supervised all staff by recognizing and rewarding individual achievements, maintaining a positive attitude, encouraging creativity and delegating tasks appropriately. Education
Youth America College - Oklahoma City, OK
August 2016 to February 2018
High School Diploma
Atrisco Heritage High School - Albuquerque, NM
August 2012 to May 2016
Skills
• Time Management
• Self Motivation
• Adaptivity
• Communications
• Leadership
• Bilingual
• Microsoft Excel
• Receptionist
• Insurance Verification
• Dental Assisting
• Teaching
• Medical Imaging
Languages
• English - Expert
• Spanish - Expert
Awards
Employee of The Month
August 2019
Certifications and Licenses
CPR Certification
Bilingual Certificate
December 2022 to Present
Spanish was my first language and I have been bilingual my entire life, but I completed my Language Proficiency Test and became certified with Presbyterian Health Plan on 12/16/2022 Additional Information
In high School I was an honor role student, was involved in many before/after school activities including being a part of the dance team, student council, and best buddies (a program offered by many schools to be able to work along side children with special needs.) I won dancer of the year 2015 and also received a Best Buddies Outstanding Award in 2015-2016.
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